Returns and exchanges
Is there something wrong with your order? Find all the instructions for returning your order here.
You have 30 days after the order has been shipped to submit a return request.
Return procedure
Refunds & Exchanges
Have your order number ready and fill out the form on our returns portal to obtain your return shipping label.
Sending the return package
Place the items back in their original packaging, affix the return label to the package, and return it from a La Poste collection point.
Return tracking
Once you have returned your package, you can track your return via our returns portal.
Return policy
Return declaration
All return requests must be made via our online returns portal. Returns can be requested either for a refund or for an exchange. When submitting a return request, customers are required to select the reason for the return. This information is collected for the purpose of continuously improving our products and services. Once the return request has been approved, a shipping label for the return is automatically generated and made available to the customer. This label must be used to ship the return package.
Coverage of return shipping costs
Return shipping costs are fully covered by us for all orders delivered to the following countries:
Germany, Austria, Belgium, Denmark, Spain, Estonia, France, Hungary, Ireland, Italy, Lithuania, Luxembourg, Netherlands, Portugal, Czech Republic, Slovakia, Slovenia, Sweden.
In this case, no financial contribution will be required from the customer. Returns must be made using the shipping label provided upon validation of the return request via our returns portal.
For returns of the entire order for a refund, the initial shipping costs will be deducted from the refunded amount.
If the initial delivery was free, no charges will apply.
For returns for exchange, no fees or deductions will apply, including shipping costs.
For all other delivery countries, return shipping costs are the customer’s responsibility.
The return request must still be submitted via our returns portal. Once the request is registered, the customer may return the items using the shipping method of their choice to the address provided after completing the return form.
Return period
You have 30 days from the date your order was shipped to request a return. After this period, your return will not be accepted.
Return conditions
Please note that returns will only be accepted if all products are returned in their original condition (compliant and in perfect condition for resale), complete (with their packaging, labeling, and any accessories). This applies to both exchange and refund requests. More generally, any product that is damaged, worn, soiled, or in a condition that would prevent it from being resold will not be accepted and therefore cannot be exchanged or refunded. We recommend that you consult the general terms and conditions of sale of the sun-valley.com online store, or contact customer service for any information requests via the contact page.
Return processing time
We undertake to process your return within a maximum of 14 working days following receipt of the returned package. Upon receipt of your package, our after-sales service will inspect the items for validation, and we will then proceed with the refund or shipment of the exchange order in accordance with the general terms and conditions of sale.
If you need assistance or more specific information, our customer service team is here to help.
