Refund and Returns Policy

Effective Date: January 7, 2025

At SunTopin, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your artwork, we offer a clear and simple refund and return policy. Please review the details below regarding our return and refund process.

1. Returns Eligibility

We accept returns on most items, with the following conditions:

  • Timeframe for Returns: You have 30 days from the date of delivery to initiate a return.
  • Condition of Items: To be eligible for a return, the artwork must be unused, in its original condition, and in the original packaging. It should not show any signs of damage or alteration.
  • Custom and Personalized Orders: Unfortunately, custom or personalized artwork (such as custom sizes, frame styles, or personalized prints) are non-returnable unless they arrive damaged or defective.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@suntopin.com or call (660) 679-4258 to request a return authorization. Please provide the following information:

    • Order number
    • Product name and SKU (if applicable)
    • Reason for the return
    • Photos of the item (if damaged or defective)

  2. Return Authorization: Once we receive your request and confirm that the item is eligible for a return, we will provide you with a Return Authorization Number (RA) and detailed instructions on how to proceed.

  3. Packaging the Return: Carefully pack the item in its original packaging to ensure it is protected during transit. Please include the RA number inside the package.

3. Return Shipping Costs

  • Return Shipping Fees: In most cases, you will be responsible for the return shipping costs unless the return is due to a defective or damaged item or an error on our part.
  • Shipping Address: Our team will provide you with the return address once your return request is approved.

Please note: We strongly recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee that we will receive the returned item.

4. Refunds Process

Once we receive your returned item and confirm it meets the return criteria, we will process your refund. Please allow up to 7-10 business days for your refund to be processed after the item is received.

  • Refund Method: Refunds will be issued to the original payment method used at checkout. If you paid via credit card, the refund will be processed to your credit card account.
  • Restocking Fees: A 15% restocking fee may apply to returned items, except in cases of defective, damaged, or incorrectly shipped products.

5. Damaged or Defective Items

If your item arrives damaged, defective, or if we made an error with your order, please contact us within 7 days of receiving your product. We will provide you with a return label at no cost and either issue a full refund or send a replacement, based on your preference.

To report a damaged or defective item, please send us the following information:

  • Photos of the damaged or defective item
  • Order number and product details
  • A description of the damage or defect

We will resolve the issue promptly and ensure you receive the solution you are satisfied with.

6. Exchanges

We do not offer direct exchanges. However, if you wish to exchange an item for a different product, we recommend returning the original item and placing a new order for the desired artwork.

7. Non-Refundable Items

Certain items are not eligible for a return or refund, including:

  • Custom-made or personalized products (unless defective)
  • Gift cards
  • Downloadable or digital products

8. Contact Us

If you have any questions or need assistance with your return, please feel free to reach out to our customer service team:

Thank you for shopping with SunTopin. We are committed to providing you with high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we’ll do our best to resolve any issues quickly and efficiently.