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Returns & Exchanges

Policy Overview

  • We offer a return and exchange service within 60 days of product delivery to ensure your satisfaction with your shopping experience. We only accept returns and exchanges for eligible products. Once we receive the eligible product, the correct return tracking number, and the return package that includes the customer's order number, we will promptly process your refund or exchange. For details, please refer to the relevant sections below. Our goal is to ensure you receive fast and efficient service during the return and exchange process to meet your needs and expectations. However, for personal hygiene reasons, we must ensure that the hair extensions in the return package have not been used, particularly that the gold or silver threads on some hair tops have not been removed before we can provide return or exchange services.
  • Please note that return and exchange policies may vary for specific product categories or under special circumstances. For more information, please refer to the Special Cases section, or feel free to contact our customer service team via email (service@g-sunny.com) for assistance and support.

      Policy Update

      • Effective March 26, 2024, we have updated our return and exchange policy. The return and exchange period has been extended to 60 days, and the 15% restocking fee for orders placed after this date has been eliminated.
      • Please note that the previous policy still applies to orders placed before March 26, 2024, which allows returns and exchanges within 30 days and includes a 15% restocking fee. We sincerely hope that customers who placed orders before this date understand our situation and continue to adhere to the previous policy.

        Return and Exchange Conditions and Requirements

        •  Eligible Products
        1. Products purchased from our website: www.sunnyextensions.com
        2. Unused products, including but not limited to those that have not been washed, dyed, or trimmed.
        3. Products with gold or silver wires that have not been removed.
        4. Return or exchange requests made within 60 days of delivery.
        • Ineligible Products
        1. Used products, including those worn, washed, dyed, and trimmed.
        2. Products with detached gold or silver threads causing hair shedding.
        3. Return or exchange requests made after 60 days of delivery.
        4. Products purchased on other platforms, even if they are our brand products. For example, products purchased on Amazon under our brand cannot be returned or exchanged.
        5. Products showing obvious signs of use upon receipt of the return (such as perfume scent).

        Please note that we only provide return and exchange services for products that meet the above conditions and are returned in their original packaging, undamaged. For hygiene reasons, we must emphasize that returned products must be unused, and any gold or silver threads on the hair extensions must not be removed from the top. Thank you for your understanding!

        Refund Method

        Once we receive eligible products, we will contact the customer within 10 business days. Of course, customers are also welcome to contact us proactively. Depending on the customer's preference, we offer the following refund options:
        1. Original Payment Method Refund
        If the customer chooses this option, we will refund the amount to the original payment method used for the purchase upon receiving the product.
        2. Gift Card Issuance
        Alternatively, if the customer prefers a gift card instead of a direct refund to their payment account, we will provide a corresponding gift card. This gift card can be used to purchase any items on our website.
        Customers are free to choose any refund method based on their personal preference and convenience.

        Return and Exchange Process

        ■ General Process ■

        1.Ensure the Product is Eligible
        • Before considering a return or exchange, customers must ensure the hair extensions are in eligible condition, meaning they have not been worn, washed, dyed, cut, or had the gold or silver ties removed.
        2. Contacts Us
        • After confirming the need for a return or exchange, customers should contact our customer service team by emailing service@g-sunny.com
        3. Provide Photos and Information
        • In the email, please include photos that allow us to verify the product is from our company and is in eligible condition, as well as photos of the product box in good condition.
        • If customers request an exchange, they should provide the product they wish to exchange for. If it's due to a color issue, customers should provide photos of the desired hair color in natural light or the closest matching photo. Our customer service team will assist in selecting suitable products.
        4. Review and Confirmation
        • Our customer service team will review the photos and information provided to confirm if the product meets return/exchange criteria. Once confirmed, we will provide a specific return address.
        • We have warehouses in China, the USA, and Germany. After careful review, we will offer the most suitable solution. Please do not send products back without prior approval, as unauthorized returns will not be eligible for a refund or exchange.
        • If both parties agree on the return, please return the package to our warehouse within 15 days from the date we provide the return address. After this deadline, we will be unable to process your return request.
        5. Ship the Return
        • Customers should return the product upon receiving the return address. Please ensure to include a small note in the return package with your order number (SN***). It is crucial to ship the package to the correct address.
        • Provide a tracking number once the return has been shipped so we can efficiently track and process your return.
        6. Processing Time
        • Customers providing a tracking number will enjoy the normal return and exchange process. We will proactively provide refund or exchange services within 1 to 10 business days after receiving the return package. Customers can also proactively contact us.
        • Without a tracking number, the return/exchange process may be delayed as we need to verify the product among large volumes. In this case, we will process the return/exchange within 5 to 15 business days after receiving the return. Customers can also proactively contact us.
        • Returns exceeding the overall 60-day service period but still within the 15-day return package receipt period will not be processed for refunds.
        7. Please do not Ship Products Back Without Authorization
        • Please note that unauthorized returns without prior approval will not be eligible for resale. Any losses incurred from such returns will be the customer's responsibility.

        ■ Special Exchange Process ■

        To ensure a swift and seamless exchange process, we offer two options:
        • Option One: Place a New Order
        1. Place a new order for the desired product: Customers can proceed to purchase the desired item and then return the original order to the provided address.
        2. Upon receiving the tracking number for the return package and the returned product, we will proactively contact the customer within 1 to 10 business days to process the refund.
        • Option Two: Directly Return for Exchange
        1. If customers prefer an exchange, they can send the product back to the address provided by us.
        2. After receiving the tracking number for the return package and the returned item, we will initiate the exchange process based on the products pre-confirmed with the customer.
            
        Your cooperation greatly facilitates the smooth processing of your refund or exchange. We are committed to continually improving our processes to provide customers with more convenient and efficient return and exchange services, ensuring that customer rights are safeguarded.
        • Please note that certain special circumstances do not allow for returns or exchanges, please remember this policy.

            Special Circumstances

            For the following situations, we need to clarify that we do not offer return or exchange services:
            1. Pre-sale Items/ [Pre-sale]
            • For pre-sale items, we do not provide return or exchange services. Customers need to carefully consider their purchase of pre-sale items because once the purchase is completed, returns or exchanges cannot be made.
            2. Customized Items
            • Customized items are personalized, and therefore we cannot offer return or exchange services. Customers should ensure the accuracy of order information when purchasing customized items.
            3. Promotional Items/ [50% OFF]
            • For promotional items, such as those discounted by 50% OFF, we do not provide return or exchange services. Customers must accept the non-returnable or exchangeable policy while enjoying the discount.
            4. Clearance Items/ [USA Only]
            • Clearance items refer to special products sold exclusively in the USA. For such items, we do not provide return or exchange services.
            Regarding the above special circumstances, we advise customers to carefully read the product descriptions before making a purchase and consider them thoroughly before confirming the purchase. If you have any questions, please feel free to contact our customer service team (service@g-sunny.com) for further assistance and information.

            Customer Responsibilities

            1. Accurate Shipping Address
            • Customers must ensure the shipping address provided is correct. If the package is delivered to the wrong address due to an incorrect address provided by the customer, the customer will bear the loss. We will actively coordinate with the logistics company to minimize any potential loss.
            2. Coordination of Parcel Delivery
            • We advise customers to coordinate with the delivery personnel during package delivery. If the package is lost after being delivered to the customer's address, the customer will bear the loss.
            • If the package is delivered to the specified address but lost because the customer did not pick it up in time, the customer will bear the related loss.
            3. Return Shipping Fees
            • Due to batch differences, lighting, and display settings, slight color variations may occur. To confirm colors before purchase, feel free to contact us anytime.
            • We do not cover return shipping costs for reasons beyond our control ( color differences due to device variations, personal unsuitability, ordering the wrong product, etc).
            • For your convenience and the safety of your returns, we advise using traceable delivery services or services that insure the value of the goods when returning items.
            4. Exchange Shipping
            • When processing exchanges, the default shipping method is standard shipping (15 to 20 business days for delivery). If expedited service (4 to 6 business days for delivery) is needed, an additional $25 fee for expedited shipping will be required.
            5. Do Not Ship Products Back Without Authorization
            • Please do not return products without prior approval, as we will arrange for the nearest warehouse based on the customer's location. Unauthorized returns disrupt the normal return process, and we will not provide refunds or exchanges for products returned without approval.
            The above reminders of responsibilities are aimed at ensuring smooth transactions for customers during purchases and returns, and clarifying the division of responsibilities between customers and us.

            Cancellation Policy

            1. Order Cancellation Time Limit
            • Customers have 24 hours from the time of ordering to cancel your order.
            • After this deadline, the order will be considered confirmed, and production and shipping will commence.
            2. Process for Cancelling Orders
            • If customers realize they have ordered the wrong item or for any other reason need to cancel your order, please contact our customer service team (service@g-sunny.com) within 24 hours.
            • We will suspend the shipping process for your order and modify the order or arrange for a refund according to your preferences.
            We appreciate your understanding and cooperation!

            For Assistance, Please Contact Us Promptly

            1. Notification of Undelivered Packages
            • If you receive a delivery notification but haven't actually received the package, please contact us immediately via email (service@g-sunny.com).
            • Provide your order number and name.
            • For orders marked as delivered for over 7 days, we regret that we are unable to provide package tracking services due to their complexity. We appreciate your patience and understanding.
            2. Receipt of Incorrect Items
            • If you receive items different from what you originally ordered, please contact us.
            • Provide your order number, name, detailed product information, and photos of the received product box and all items.
            • Clearly indicate whether you're seeking a replacement for the correct product and return of the incorrect item or a refund.
            • We will guide you through the corresponding process.
            3. Defective Product Return Procedure
            • Provide your order number, name, product details, and evidence of the defect (e.g. pictures or videos showing clear identification of our product).
            • Specify whether you require a refund or replacement, and we will guide you through the return process.
            • Customers have 30 days from the receipt of the defective product to initiate the return.
            4. Return Shipping Costs
            • Products are under your care until received, so we recommend using delivery services that provide insurance for the product's value.
            Thank you for adhering to these procedures!

             

            Thank you for your understanding and cooperation with our return and exchange policy. Your support and collaboration are crucial to us. If you have any questions or need further assistance, please feel free to contact our customer service team (service@g-sunny.com). We are committed to providing you with full support and resolving any issues you may have. Once again, thank you for choosing our products and joining us in maintaining a pleasant shopping experience. ❤