Return Back, Replacements and Refunds Policy

Refund policy

Eligibility for Refund:

• If Online Payment is made for items which are out of stock.
• If the received product is found damaged*.

*The recipient must check the product in front of the delivery person after receiving the product.

Refund policy:

• Refund will be credited in the original form of payment within 7 to 10 days of the purchase date.
• For returned items, the refund will be processed once the item is delivered back to the vendor and found damaged after proper assessment.
• To learn how to return an item, please read our Return Policy.
• Original shipping charges are non-refundable.
• Change of Mind is not applicable for refund.
• Sundora follows the “Closed-box Delivery Policy”, which means the payment must be done beforehand to receive the parcel from the delivery person. After receiving the payment, the delivery person will wait for you to check the product. You must check the product in presence of the delivery person to raise any complaints. Please read our “Delivery Policy” to learn more.
  

Call Sundora Customer Experience: 01966444455 (Sunday to Friday, 9:30 AM to 6:30 PM)

Or Email us at: [email protected]

Return & Exchange policy

Eligibility for Return & Exchange:

• If you receive physically damaged product.
• If the quantity of items you receive is different from what you originally ordered.
• If the variant of product/products you receive is different from what you originally ordered.

*The recipient must check the product in front of the delivery person.

Items that are not eligible for Return/Exchange

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse.
• Invoice of the Order is lost.
• Returned without original packaging including, price tags, labels, original packing, Gift with purchase, and other accessories or if original packaging is damaged.
• Serial Number has been tampered.
• Product is used or altered.
• Change of Mind is not applicable for return & exchange.
  
  

Return/Exchange Policy:

• Please check the delivered products immediately after receiving in presence of delivery staff.
• You are also recommended to call us at our customer experience number.
• Kindly mention your name and order ID during the call so that we can resolve the issue swiftly.
• You have the option of returning the product during the shipping procedure with valid reason.
• Any damaged return/replacement claim after the delivery person leaves, will not be accepted.
  

FOR EXCHANGE AFTER DELIVERY-

• • The product must be intact and bubble wrapped along with the delivery packaging.
  • Must communicate with Customer Experience and request an exchange.
  • Sundora will send their logistic partner to pick up the product from the customer.
  • After receiving back the product from logistics, our team will check the product thoroughly.
  • If the product is exchangeable, Sundora shall send the exchanged product.
  • Customer will be liable to pay Return and Exchange Delivery charge.
• If you want to exchange the product from our physical store, must bring the hard copy of the invoice along with the product.
• Must bring the product along with the invoice.
• The product must be intact and should include – price tags, barcodes and the sealed transparent poly wrap.
  

FOR ONLINE PAYMENT –

• Your online order will be canceled and you will receive the refund in the original form of payment without the shipping cost. The refund process might take 7-10 working days.
• Original shipping charges are non-refundable.
• Sundora follows the “Closed-box Delivery Policy”, which means the payment must be done beforehand to receive the parcel from the delivery person. After receiving the payment, the delivery person will wait for you to check the product. You much check the product in presence of the delivery person to raise any complaints. Please read our “Delivery Policy” to learn more.

Upon finding that the product is eligible for return, please contact Sundora Customer Experience.

Call Sundora Customer Experience: 01966444455 (Sunday to Friday, 9:30 AM to 6:30 PM)

Or Email Us: [email protected]

Cancellation before shipment of your online order:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on [email protected] or call us on 01966444455 (Sunday to Friday, 9:30 AM to 6:30 PM)

Return Policy per Category

Please note that certain products identify as non-returnable and are not eligible for return. For more information view the complete list of non-returnable items.

Accessories:

(Mask)

Change of mind is not applicable for return and refund.

If the item received is damaged, defective, incorrect, or incomplete, a return request will be issued based on Sundora's assessment.

Note: We do not accept returns for any used items. For masks, you may raise a return request immediately by communicating with Sundora Customer Experience. If the packaging is opened or tried on, the on-spot return service will not be applicable.

Please be sure about the size of your mask before purchasing.

Makeup, Skincare, Fragrances:

Change of mind is not applicable for return and refund.

If the item received is damaged, defective, incorrect, or incomplete, a return request will be issued based on Sundora's assessment.

Note: Items must be returned with the original form of packaging. Used or opened items will not be applicable for return.

Items that are non-returnable: Niche products.

Candle & Home:

Change of mind is not applicable for return and refund.

If the item received is damaged, defective, incorrect, or incomplete, a return request will be issued based on Sundora's assessment.

Note: Candle & Home products can only be returned in case of physical damage. Must check the product in front of the delivery person to ensure the condition. No claims regarding physical damage or wrong product will be accepted after the delivery person leaves.

Please be sure about the size of the candles before purchasing.