Exchange and Refund Policy

Damaged/Faulty Goods/Received wrong item

In the unlikely event that your package is delivered to you damaged/faulty, or if we have sent you the wrong product you have ordered, please email us as soon as possible so we can help you with the exchange.

SunnyLoft is not responsible for the damage to item(s) resulting from accidental or improper usage that is the result of use by yourself or general wear and tear. 

Damages and defects does not include:

  •  Minor defects such as loose threads
  • Slight colour difference (due to the difference in lightings, indoor and outdoor, and of screen resolution and brightness)
  •  Slight scratches on the hardware

In the case of any other defect that is not stated above, please drop us an email (hello@sunnyloftsg.com) with your order number, photos and/or a video clearly showing the defect or damage.


Returns/Exchanges/Refunds

Unfortunately, we do not offer cash refunds to all purchases (online or at pop-ups). We only accept exchanges and refunds for defective or damaged items. We will review your request within 1-3 working days. If approved, we will process your refund (excluding a platform processing fee of 5%) in the form of store credits . 

You must submit a refund request within 14 days of receiving the item. Requests made after this period will not be accepted.

To be eligible for a return or exchange, the item must be:

  • Clean & unused
  • Free from any stains
  • With the original tag attached
  • In its original packaging

We will review your request before approving the return/exchange. Do not send back any items without prior approval, as unauthorised returns will not be processed.

Please use a trackable service for parcel returns to ensure it reaches us safely. If the parcel is lost and cannot be located, we will not be able to process any exchanges or refunds.


Please allow 7-14 days from when we receive your item(s) for your return to be checked and processed. You will receive an email notification of your store credits once it is finalised.

*For personalised items like our Sunny Tags (custom name embroidery tag), they are not eligible for exchange or refund as it's a custom item. Do make sure to double check that the name is correct when placing your order. Once the tag is made, we are unable to exchange it or process a return.

 

Final Sale/Clearance Items

We do not offer any returns or refunds for any items marked as final sale/clearance items.


Return Shipping

Customers are responsible for all shipping fees for returns and exchanges.
If your item is defective or damaged, we will cover the return shipping cost.