Returns, Exchanges & Refund Policy

Return & Refund Policy

At Sunwave, we are committed to delivering a smooth, secure, and premium shopping experience from checkout to delivery.

Customer satisfaction and transparency are part of our brand values, and our goal is to ensure that every order is handled with professionalism, care, and reliability.

Please read our Return & Refund Policy carefully before placing your order.

Returns

Customers may request a return within 14 days after the delivery date of the order.

To be eligible for a return, items must:

be unused and unwashed;
remain in their original condition;
include original packaging, tags, and accessories (when applicable);
show no signs of wear, misuse, damage, or alteration after delivery.

For hygiene and safety reasons, certain items may not be eligible for return once opened or used.

At SUNWAVE, we aim to make the return process as simple and stress-free as possible. If you need assistance, our support team and virtual assistant, Zaya, are available to guide you throughout the process.

Size Exchanges

If the selected size does not fit as expected, customers may request a size exchange depending on product availability.

To help customers choose the best fit confidently, a detailed size guide is available on every product page. We strongly recommend reviewing it carefully before completing your purchase.

If you have questions before ordering, Zaya and our support team are always available to assist you.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, defective, or incorrect, we recommend contacting our support team within 48 hours after delivery so we can resolve the issue as quickly as possible.

To speed up the verification process, please include:

Your order number
Clear photos of the product
Photos of the packaging received.

Once the issue has been reviewed, SUNWAVE will provide an appropriate solution, which may include

Replacement
Exchange
Partial or full refund, when applicable

Our priority is to ensure every customer feels supported, secure, and confident when shopping with us.

Refunds

Once the returned item has been received and inspected, the refund will be processed to the original payment method used during checkout.

Please note that refund processing times may vary depending on the payment provider or banking institution.

Original shipping costs are non-refundable unless the return is caused by:

a damaged item;
a defective item;
an incorrect order sent by our team.

Customers will receive confirmation once the refund process has been initiated.

Return Shipping Costs

Return shipping costs are generally the responsibility of the customer unless:

The wrong item was sent;
the item arrived damaged or defective;
The issue resulted from an error on our side.

If a return qualifies under these situations, SUNWAVE will provide the appropriate assistance to help resolve the matter fairly and efficiently.

International Shipping Information

To provide a wider product selection and maintain competitive pricing, some orders may be shipped from our international distribution centers.

As an international brand, SUNWAVE works with trusted logistics and shipping partners to deliver orders safely across Europe and other supported regions.

Delivery times may occasionally vary due to:

Customs procedures;
Local courier operations;
Weather conditions;
Holidays;
Periods of high shipping demand.

While most orders arrive within the estimated delivery timeframe, occasional delays outside our control may happen. If this occurs, our team will remain available to support and assist you throughout the process.

Import duties, customs fees, or local taxes — when applicable — are determined by local authorities and remain the responsibility of the customer.

Non-Returnable Situations

Returns may not be accepted in the following situations:

The return request is made after the 14-day return period;
The item has been used, washed, altered, or damaged by the customer;
Incorrect shipping information was provided during checkout;
Delivery could not be completed due to customer absence or refusal of the package.

If you need assistance regarding a return, refund, exchange, or delivery issue, our support team is here to help.

At SUNWAVE, we believe online shopping should feel secure, transparent, and effortless from beginning to end.

Our team and virtual assistant Zaya are committed to providing fast, professional, and customer-focused support whenever you need it.