Refund policy

At SUNJOY, we want you to shop with confidence.
This Return & Refund Policy combines your legal EU right of withdrawal (14 days) and our voluntary 30-day return guarantee, offering you a fair, transparent, and simple process.

1. Legal Right of Withdrawal (14 Days – EU Consumer Rights Directive)

You have the legal right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day you or a third party other than the carrier receives the goods.

To exercise your right of withdrawal, you may:

• Send an email to return@sunjoygroup.com
• Submit an online withdrawal request form (if available)
• Send a written notice by post

You may use the model withdrawal form provided below, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient to send your communication concerning the exercise of the right before the 14-day period expires.

2. Order Cancellation Before Shipment

If your order has not yet been shipped, you may request cancellation by contacting us at return@sunjoygroup.com.

Orders successfully cancelled before shipment will be refunded in full using the original payment method.

3. Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except additional costs resulting from your choice of a non-standard delivery method), without undue delay and at the latest within 14 days from the day we receive your withdrawal notice.

Refunds will be made using the same payment method you used for the original transaction, unless otherwise agreed. No fees will be charged for this refund.

We may withhold the refund until we have received the goods back, or until you provide proof that you have returned them—whichever comes first.

You must send the goods back within 14 days of notifying us of the withdrawal. The deadline is met if you dispatch the goods before the 14 days have expired.

4. Return Shipping Costs

For standard returns, SUNJOY covers the cost of return shipping within the EU.

For freight or oversized items, returns must be coordinated with our logistics partner; we will arrange pickup after confirmation.

Please ensure the product is securely packed in its original packaging.

5. Voluntary 30-Day Return Guarantee

In addition to your legal 14-day withdrawal right, SUNJOY EU grants a 30-day voluntary return policy from the date of receipt.

This means that even after the 14-day period expires, you can still cancel your order within 30 days after delivery, provided the following conditions are met:

The product is complete, undamaged, and in its original packaging.

The item has only been inspected as it would be in a retail store (“testing”).

The product shows no signs of use, assembly, or damage beyond this inspection.

Please email return@sunjoygroup.com with your order number, product details, and quantity to initiate a voluntary return.
Freight products will be collected upon agreement.

6. Refund Method

Refunds for both statutory and voluntary returns will be issued to the same payment account used for your order:

  • PayPal or credit card → refunded to the same account
  • Bank transfer → refunded to the same bank account
  • Direct debit → no separate objection required

Refunds will be processed within 14 days after the returned goods are received and inspected.

7. Non-Returnable Items

Certain items are excluded from return:

  • Custom-made or personalized products
  • Gift cards or e-vouchers
  • Products that have been assembled, installed, or used beyond what is necessary to inspect their nature, characteristics, and functioning may be subject to deductions reflecting any diminished value.
  • Clearance or promotional items remain subject to applicable statutory withdrawal rights unless otherwise exempt under EU law.

8. Damaged, Defective, or Incorrect Items

If you receive a damaged or incorrect item, please:

  • Take clear photos of the product and packaging.
  • Contact us within 48 hours of delivery at shop@sunjoygroup.com.

We will arrange a replacement or full refund at no extra cost.

9. Model Withdrawal Form (EU Standard)

(Only complete and return this form if you wish to withdraw from the contract.)

To:
SunWay Europe GmbH
Wrangelstraße 100, 10997 Berlin, Germany
Email: return@sunjoygroup.com

I/We () hereby withdraw from the contract concluded for the purchase of the following goods ():

  • Ordered on () / received on ()
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature (only for paper notifications):
  • Date:
    (*) Delete as appropriate.

10. Legal Notice

Your statutory rights under the EU Consumer Rights Directive (2011/83/EU) and the German Civil Code (BGB §§355–357) remain unaffected.
This policy does not limit your warranty (Gewährleistung) or any other mandatory consumer protection rights.

11. Contact

SUNJOY EU Customer Service
SunWay Europe GmbH
Wrangelstraße 100, 10997 Berlin, Germany
📧 return@sunjoygroup.com

🕒 Monday–Friday, 9:00–17:00 CET