Return & Refund Policy
Return & Refund Policy
At Sarunelo, we aim to make the purchasing process straightforward and provide customers with appropriate support when an order does not meet expectations. Please review the following guidelines before requesting a cancellation, return, or refund.
Order Cancellation
A cancellation request may be submitted while your order is still awaiting processing or fulfillment.
If we approve the cancellation before fulfillment begins, the payment will be refunded in full to the original payment method used for the purchase.
Once an order has entered the fulfillment process or has already been shipped, we may no longer be able to cancel it.
For cancellation requests, please contact us as early as possible:
Email:
service@sarunelo.com
Returns
Eligible purchases may be returned within 30 calendar days from the date of delivery.
For a return to be considered, the product should:
- Remain unused and in its original condition;
- Include its original packaging and applicable accessories;
- Be accompanied by valid proof of purchase or order confirmation.
Please contact our customer service team and obtain return approval before shipping any item back. Returns sent without prior authorization may not be accepted.
How to Submit a Return Request
To begin the return process, contact:
Email:
service@sarunelo.com
Please include the following information with your request:
- Order number;
- Product name;
- Reason for requesting the return;
- Relevant photos or videos, if applicable.
Once we review your request, our support team will explain the applicable return procedure and provide further instructions.
Return Address
Please do not use our business registration address as a return destination.
If your return is approved, we will provide the appropriate return address and shipping instructions directly through our customer support team.
Return Shipping Responsibility
For returns requested because of customer preference, including situations where you:
- Ordered an incorrect item;
- No longer want the product;
- Changed your mind;
- Are returning the item for personal preference reasons;
the customer is generally responsible for the associated return shipping expenses.
If an item is received damaged, defective, incorrect, or materially different from its advertised description, we will work with you to determine an appropriate remedy. Depending on the circumstances, this may include a replacement, refund, or return assistance without additional return costs.
Refund Processing
After the returned product reaches us, it will be reviewed to determine whether the return meets the applicable requirements.
Once the refund has been approved, the applicable amount will be sent back to the original payment method within approximately 5–10 business days after the returned item has been received and inspected.
The actual time before the funds appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
What If My Refund Has Not Arrived?
If the expected refund period has passed and you have not yet received the funds, we recommend that you:
- Review your bank or payment account again;
- Contact your payment provider or financial institution;
- Reach out to our customer service team if the issue remains unresolved.
Email:
service@sarunelo.com
Contact Information
For questions regarding cancellations, returns, refunds, or other after-sales matters:
Brand Name:
Sarunelo
Legal Company Name:
Guangzhou Xinqi Technology Co., Ltd.
Customer Support Email:
service@sarunelo.com
Business Address:
Room 405, No. 69, Ji'an Street, Jixian Road, Baiyun District, Guangzhou, Guangdong, China