Refund policy
We understand that there may come a time where you need to return a purchase and we want to make the returns process as simple and easy as possible for you.
If you have changed your mind about your purchase or purchased the incorrect size or item, we will be pleased to offer you a refund or online shop credit (or exchange as per trial details below) provided that:
1. The item(s) is not marked Final Sale
2. The item(s) is not a gift card
3. You return the item(s) within 30 days of your order being delivered
4. Your item(s) must be: unused, unworn, unwashed and in the same condition that you received it
5. If you purchased an item as part of a "Buy one, Get One" all products must be returned
Returns Process:
1. Please contact us at: hello@sunnyseapups.com, with your order number & reason for returning item(s)
2. Your return will be reviewed & you will receive an email confirming (or rejecting) your return. If your return is approved you will receive information on where to ship your returned item(s) to.
3. Once your returned item(s) have been received & inspected, your refund/exchange/online stop credit will be processed to your original payment method. If there are any issues, we will get in contact with you.
Please Note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.
It is recommended that you use a trackable shipping service. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if there are issues with the return.
Your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution).
Refunds will only be processed to your original method of payment (unless it was a gift and these will be refunded as a online stop credit onto a gift card and emailed)
Late or Missing Refunds: If you haven't received your refund within 10 business days of receiving your notification of refund:
1. Double check your bank account (please remember that the amount refunded won't include your original shipping costs)
2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
3. If you have done these steps and still have not received your refund, please email us at: hello@sunnyseapups.com
FINAL SALE items:
FINAL SALE items cannot be returned if you have changed your mind (or ordered the incorrect size), so please choose carefully. These items can only be returned if they are faulty.
Purchases during a SALE period:
If you wish to return an item which is part of a sale, please note you will be refunded the amount that you purchased the item(s) for during the sale. If you wish to re-purchase, the sale price(s) usually cannot be honoured once a sale has finished (please get in contact prior to re-purchasing if you wish to discuss this).
Gift Orders:
If the order you received was a gift and you need to return any items, the original value of the items will be credited on a gift voucher for you to use on a future order.
Please contact us prior to returning the items, so a note can be made on your order. Otherwise, the items may be refunded to the original payment method.
Incorrect Item received:
We sincerely apologise that you received the incorrect item. If any items you receive are incorrect, please email hello@sunnyseapups.com within 5 days of receipt of order to notify us.
Please be sure to include your order number, the incorrect item received and what the correct item should be.
If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.
Faulty/Damaged Items:
If any items you receive are faulty or damaged, please email hello@sunnyseapups.com within 5 days of receipt of item to notify us. Please be sure to include your order number, contact details, details of the fault/damage and a photo of the fault/damage.
After receiving your email, we will provide you with a return postage label so you can return the item to us.
Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).
Exchanges:
We only accept exchanges for size swaps. We do not accept exchanges on any other items. To guarantee that you receive your desired item/size/colour, please place a new order for this item and complete the return process to return the original item.
Please Note:
Sunny Sea Pups products are made from quality and durable materials, however they are not indestructible. If you experience a problem with any of our products, please send an email to hello@sunnyseapups.com with details and a photo of the issue. Any claims must be received within 30 days of purchase, otherwise we are unable to replace any items.
Please ensure that you inspect all items for wear prior to use.
Claims do not cover normal wear and tear. Any claims after 30 days may not be valid, as the damage may be considered normal wear and tear.
We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
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Should you have any questions about our returns and refunds policy, please email us at hello@sunnyseapups.com