Shipping & Returns

Shipping Rates & Times

Orders placed before 3PM GST on business days typically ship the same day.

Eligibility for Returns

You may request a return within 15 days of receiving your order if the item:

• Arrived damaged or defective.
• Is incorrect or not as described.
• Is unused, in original packaging, and with all tags intact.

To start a return, please contact us at hi@sundooq.me with your order number and photos of the item.

Non-Returnable Items

For hygiene and safety reasons, certain products are non-returnable. These include, but are not limited to:

• Personal care items (e.g., drinkware and bottles, once used).
• Opened or used products.
• Gift cards or promotional items.

Return Process

Once your request is approved:

• You’ll receive instructions for courier pickup or drop-off.
• Returned items will be inspected within 3–5 working days of receipt.
• If approved, you’ll be eligible for either a refund or store credit.

Please ensure items are securely packaged. We reserve the right to decline returns that do not meet quality inspection standards.

Refunds

Refunds are processed to your original payment method within 7–14 working days after approval. Depending on your bank, the refund may take additional time to reflect.

Shipping and handling fees are non-refundable unless the item was faulty or incorrect.

Exchanges

If you prefer an exchange for the same or a different product, we’ll be happy to arrange it based on availability. Exchanges are subject to inspection and product stock.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please notify us within 48 hours of delivery with your order number and clear photos of the item and packaging. We’ll prioritize your replacement or refund at no additional cost to you.

Cancellation Policy

Orders can be cancelled within 2 hours of purchase if they have not yet been processed or shipped. After dispatch, the standard return process applies.

Responsibility for Return Shipping

For eligible returns (damaged or incorrect items), we cover the return shipping costs. For discretionary returns (change of mind), the customer may be responsible for shipping fees.

Personalized and Engraved Items

Items customized with a personalized engraved name or message are made especially for you and are not eligible for return or exchange.

However, if your personalized item arrives damaged or has a manufacturing defect, we will gladly offer a replacement, exchange, or refund, depending on product availability and the nature of the issue. To help us resolve it quickly, please contact us within 48 hours of delivery and include your order number and clear photos of the item and packaging.

Warranty

All products carry a 12-month warranty against manufacturing defects. Contact us with proof of purchase to make a warranty claim.