We stand behind our products. This page explains warranty coverage, exclusions, and the simple steps to request a return, repair, or replacement. If you need help, contact support@sunsirhome.com.

Quick facts

• Warranty period: 12 months from date of delivery, unless the product page, packaging, or invoice states otherwise.
• Typical turnaround: 7–21 business days after we receive the item for inspection.
• How to start: Email support@sunsirhome.com with Order No., Model, clear photos, serial number (if any) and a short issue description.
• Non-warranty return window: 30 days from delivery (item must be unused and in original packaging).
• Refund timeline: Refunds issued to the original payment method within 7–14 days after inspection.
• Tip: Use subject line RMA Request — Order #12345 — Model XYZ for faster handling.

1. Warranty overview

What’s covered: manufacturing defects in materials and workmanship under normal use.
If a covered defect is confirmed, we will — at our discretion — repair the product, replace defective parts, or replace the product.

2. What’s NOT covered

• Damage from misuse, accidents, abuse, or unauthorized repairs/modifications.
• Consumables (filters, batteries, seals) unless explicitly stated for a product.
• Cosmetic wear (minor scratches, dents) unless caused by a manufacturing defect.
• Damage caused during transit when the carrier is responsible — please file a claim with the carrier.

3. Return & RMA process — simple steps

1. Contact Support — Email support@sunsirhome.com with:
   • Order No., Model, Serial No. (if any)
   • Clear photos of the item and issue
   • Short description of the problem and preferred resolution (Repair / Replace / Refund)
2. Diagnosis & RMA — We review and confirm whether the issue is covered. If approved we issue an RMA number, provide the return address and packing instructions.
3. Ship — Pack the item securely, include proof of purchase and the RMA number inside the box, and ship to the address we provide. Follow packing instructions to avoid transit damage. For approved warranty claims we may cover return shipping on a case-by-case basis.
4. Evaluation — We inspect the returned item.
5. Resolution — After inspection we will repair, replace, or refund as appropriate. Typical processing time is 7–21 business days after we receive the item.

4. Non-warranty returns & refunds

• Change of mind / wrong model: Returns may be accepted within 30 days of delivery if the product is unused and in original packaging, subject to inspection.
• Restocking fee: Typically 10–20% (varies by product).
• Shipping: Non-warranty return shipping is usually paid by the buyer unless otherwise agreed.
• Refunds: Issued to the original payment method within 7–14 days after inspection.

5. How to prepare a return

• Back up any user data (if applicable).
• Remove personal accessories and clean the item.
• Include proof of purchase, serial number, and RMA number inside the package.
• Use original packaging if possible and adequate padding to prevent transit damage.
• Keep the tracking number and shipping receipt until the case is closed.

6. B2B / Wholesale / OEM customers

Trade accounts, wholesale or OEM orders have tailored warranty and return procedures and priority handling. If you’re a trade customer:

• Contact your account manager first (or email support@sunsirhome.com with company name and order details).
• For bulk returns, repair batching, or replacement quotas we may agree separate timelines, restocking terms, or shipping responsibilities.

7. Contact & support

• Email: support@sunsirhome.com
• Support hours: Mon–Fri, 09:00–18:00 (local time)
• For faster handling include Order No., Model, Serial No., Photos, and Preferred resolution in your first email.

8. Short FAQ

Q: How long is the warranty?
A: 12 months from delivery unless otherwise stated on the product page, packaging or invoice.

Q: Who pays shipping?
A: Depends — approved warranty repairs may include return shipping; non-warranty and change-of-mind returns are usually buyer-paid.

Q: When will I receive my refund or replacement?
A: After we receive and inspect the item, resolution typically takes 7–21 business days. Refunds are issued to the original payment method within 7–14 days after inspection.

Q: What if the carrier caused damage?
A: File a claim with the carrier — damage caused by the carrier is not covered by our warranty. Save photos and shipping evidence.

9. Example email (copy & paste)

Subject: RMA Request — Order #12345 — Model XYZ

Body:
Order No: 12345
Model: XYZ
Issue: [Short description]
Photos: [Attach clear photos showing the issue]
Preferred resolution: [Repair / Replace / Refund]