Return, Exchange & Cancellation Policy

At SUMIREL, we want you to feel confident when shopping with us. Please review the following return, exchange, refund, and cancellation terms before placing your order.

1. Returns & Exchanges

We accept eligible return or exchange requests within 30 days of delivery.

To request a return or exchange, please contact our Customer Service team within 30 days of receiving your order.

Return Eligibility

To be eligible for a return or exchange, the item must:

• Be unused, unworn, unwashed, and unaltered

• Be in its original condition

• Have all original tags attached

• Be returned with its original packaging where applicable

• Show no signs of wear, stains, damage, odors, or alterations

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

• Custom-made, personalized, or made-to-order items

• Items clearly marked as Final Sale on the product page at the time of purchase

• Items that have been worn, washed, altered, damaged, or used

Promotional or discounted items remain eligible for return unless they were clearly marked as Final Sale before purchase.

2. How to Request a Return or Exchange

Before returning any item, please contact our Customer Service team:

Email: service@sumirel.com
WhatsApp: +86 183 5108 8734

Please provide:

• Your order number

• The product name or product ID

• The reason for the return or exchange

• Photos or videos where applicable, especially for damaged, defective, or incorrect items

Once your request has been reviewed, our Customer Service team will provide the applicable return instructions and return address.

Please do not send a return without contacting us first. Returns sent to an unauthorized address may not be processed.

When returning an item, we recommend using a tracked postal or courier service and keeping your shipping receipt and tracking information until your return has been completed.

3. Return Shipping Costs

For returns due to personal preference, sizing, or other reasons not caused by SUMIREL, the customer is responsible for the return shipping cost.

If an item arrives damaged, defective, or incorrect due to an error on our part, SUMIREL will be responsible for the reasonable return shipping cost or provide another appropriate resolution.

Any original shipping charge actually paid by the customer is non-refundable for returns due to personal preference.

If your order qualified for free standard shipping and you did not pay a shipping charge at checkout, no hidden or additional outbound shipping fee will be deducted from your refund.

4. Refund Processing

Once your returned item is received, we will inspect it and notify you of the status of your refund.

Approved refunds will be processed within 7 business days after the returned item has been received and inspected.

Refunds will be issued to the original payment method used for the purchase.

Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refund appears in your account.

The refund amount will include the eligible returned merchandise amount, less any applicable charges that were clearly disclosed under this policy.

5. Exchanges

If you would like to exchange an eligible item for a different size, color, or product, please contact our Customer Service team within 30 days of delivery.

Exchange availability depends on current inventory.

If the requested replacement is unavailable, we may offer an alternative product or a refund for the eligible returned item.

Customers are responsible for return shipping costs for exchanges due to personal preference or sizing unless otherwise agreed by our Customer Service team.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please provide your order number and clear photos or videos showing the issue.

After reviewing the information, we may offer an appropriate resolution, which may include:

• Replacement

• Exchange

• Refund

• Reimbursement of reasonable return shipping costs where applicable

7. Lost, Unclaimed, or Undeliverable Parcels

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If a shipment cannot be delivered because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, or another circumstance caused by the recipient, please contact us for assistance.

If the parcel is returned to us and can be recovered, we will work with you to determine whether reshipment or a refund is available. Additional shipping charges may apply to reshipment.

If a parcel is permanently lost or destroyed due to circumstances caused by incorrect customer-provided information or failure to complete required delivery or customs procedures, refund eligibility will be reviewed on a case-by-case basis.

This section does not limit your rights where a parcel is lost or damaged due to an error by SUMIREL or the shipping carrier.

8. Customs Duties and Import Charges

International orders may be subject to import duties, taxes, customs charges, or other fees imposed by the destination country or region.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Any customs fees related to a return shipment are also the customer's responsibility unless the return is caused by an error on our part.

9. Order Cancellation

Orders may enter processing shortly after they are placed.

Cancellation Within 24 Hours

If you request cancellation within 24 hours of placing your order and the order has not yet shipped, no cancellation fee will apply.

Any amount paid for the cancelled order will be refunded to the original payment method.

Cancellation After 24 Hours

If you request cancellation more than 24 hours after placing your order but before shipment, a 20% cancellation fee may apply if preparation, sourcing, or production has already begun.

Any applicable cancellation fee will be disclosed to you before the cancellation is completed.

After Shipment

Once an order has been shipped, it can no longer be cancelled.

After receiving the order, you may request an eligible return in accordance with our 30-day return policy.

10. Return Address

Our business address is provided below for company identification and customer contact purposes.

Do not send returns directly to this address unless our Customer Service team specifically instructs you to do so.

After your return request is approved, we will provide the correct return address and return instructions.

11. Policy Updates

SUMIREL may update this policy from time to time to reflect changes to our services or business practices.

The version published on this page will apply to purchases made after the updated policy becomes effective.

Any changes will not reduce rights that already apply to an order placed under an earlier version of this policy.

Contact Us

If you have any questions about returns, exchanges, refunds, cancellations, or your order, please contact us.

Brand Name: SUMIREL

Email:
service@sumirel.com

WhatsApp:
+86 183 5108 8734

Business Address:
16 Yip Hing Street
Kwun Tong, Kowloon
Hong Kong SAR, China

Customer Service Hours:
Monday – Saturday
8:30 AM – 6:00 PM
GMT+8 / Hong Kong Time

Our Customer Service team aims to respond within 1–2 business days.