Thank you for choosing SunKnob! We are committed to providing you with premium, handcrafted hardware and a seamless international shopping experience. Please review our policies carefully before placing your order.

I. Order Processing & Shipping Flow

1.Order Processing Time

* Standard orders are processed within 1–3 business days (excluding weekends and holidays) after payment verification.
* Processing times may be extended during peak seasonal promotions. If any components are temporarily out of stock, we will contact you via email (su*****@***il.com) immediately for your authorization before proceeding.
* Shipping Location: All orders are assembled and shipped directly from our high-quality manufacturing hubs in coastal China. We currently do not utilize overseas warehouses.

2.Quality Control & Assembly

* Most of our hardware components are pre-produced. Upon order confirmation, each piece is meticulously assembled and inspected.

* To ensure your complete satisfaction, we will send you photos or videos of your finished products via email or WhatsApp before shipping.

3. Packaging & Address Requirements

* All items are packed in exquisite, reinforced, shockproof packaging to prevent damage during transit.

* Important Shipping Note: We cannot deliver to P.O. Boxes. A valid street address, full name, postal code, phone number, and email address are required.

* Buyer Responsibility: If a delivery fails, is delayed, or incurs secondary fees due to incorrect/incomplete address details provided by the buyer, the buyer will bear full financial responsibility.

 4. Logistics & Tracking

* We partner with premier international carriers including DHL, FedEx, UPS, EMS, and dedicated express lines.

* Once shipped, you will receive a confirmation email with a tracking number.

Note: Shipping timelines provided at checkout are estimates from the carrier and do not include customs clearance windows or local domestic delivery delays.

5. Delivery & Inspection (Crucial)

* Please inspect the outer packaging on the spot upon delivery.

* If damage is visible: You must file a damage report with the carrier immediately before signing, take photos/videos as evidence, and contact our customer service.

* Once signed without notation: The package and its contents are legally deemed delivered in perfect external condition.

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II. Customs, Duties, and Import Taxes

SunKnob operates on a DDU (Delivered Duty Unpaid) basis for international shipments.
* Buyer’s Responsibility: All import duties, VAT, GST, or local customs clearance fees are levied by your destination country and are not collected or controlled by SunKnob.
* Documentation: We declare the actual payment amount on the commercial invoice for customs clearance.
* Refusal to Pay: If you refuse to pay import taxes and the package is abandoned, detained, or returned by customs, the buyer is fully responsible for all associated losses (including return shipping fees and product loss). No refunds will be issued.

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III. Return, Exchange & Refund Policy

1. Return Eligibility & Timelines

We accept return applications within specific windows (clear photo/video evidence required):

* Defective or Incorrect Items (Our Fault):If the product has quality issues, severe description mismatches, or incorrect variants (color/size), you must apply within 14 days of delivery. We will provide a full refund or replacement, and cover the return shipping costs.

* Change of Mind / Buyer’s Remorse (30-Day Window): If you wish to return items for personal reasons, you may apply within **30 days** of delivery. In this case, the buyer is responsible for all round-trip international shipping costs, and a **10% restocking fee** will be deducted from the product refund.
* Items exceeded the 30-day window cannot be returned via standard channels but are eligible for our exclusive [Repurchase & Recycling Program].

2. How to Initiate a Return

> ⚠️ IMPORTANT: Please DO NOT send items back to the return address on the shipping label without prior authorization. Unapproved returns will be treated as recycling/repurchase and are not eligible for refunds.

1. Contact Us: Email **su*****@***il.com** or message our online chat with your Order Number, product details, and media evidence.
2. Receive RMA: Our team will review your request within 1–3 business days. If approved, we will issue a **Return Merchandise Authorization (RMA) number** and the correct return warehouse address.
3. Ship the Item: Ship the package via a trackable and insured method. Mark the **RMA number clearly on the outer box**. The product must remain **unused, uninstalled, and in its original retail packaging** (including all screws, accessories, and gifts).

3. Refund Processing

* Upon receiving your return, inspection takes 3–7 business days.
* Passed Inspection: A refund will be processed back to your original payment method (PayPal/Credit Card) within 5–15 business days, depending on your bank.
* Failed Inspection:  If the item shows signs of installation, usage, or damage, no standard refund will be issued. You can choose to have it shipped back at your expense, or opt into our [Repurchase & Recycling Program].

4. Exchanges

Due to high international transit costs, we do not offer direct exchanges. Please follow the return process for a refund and place a new order on our website for the desired items.

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IV. Our Exclusive Sustainable Initiative: Repurchase & Recycling

At SunKnob, we care about the lifecycle of our hardware. If your items are no longer eligible for a standard return (e.g., used, lightly scratched, or past the 30-day window), you can participate in our Repurchase & Recycling Program.
* Depending on the condition of the brass/hardware, we offer a 10% to 70% store credit or buy-back valuation to help you upgrade your home sustainably. Contact customer service for a custom evaluation.

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V. Dispute Resolution & Disclaimers

* Color & Finish: Slight color variations may occur due to monitor calibrations and the artisanal nature of hand-polished brass. These are not considered factory defects.
* Delays: We are not liable for shipping delays caused by force majeure (customs holding, extreme weather, flight cancellations).
* Appeals: If you disagree with a return/refund outcome, you may file an appeal with supporting evidence within 7 business days of our decision. We will re-evaluate and provide a final resolution within 3–5 business days.

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VI. Contact Us

For any inquiries, order modifications, or return requests, please reach out via:
* Customer Service Email: su*****@***il.com
* WhatsApp / Ticketing System: