Sunlipro Support Policy

Refund Policy

Last updated: July 4, 2026

Refund policy at a glance

Article 1

Scope of Application

This Order Cancellation, Return, and Refund Policy (the "Policy") applies exclusively to Sunlipro products (the "Products") purchased directly from the official online shop operated by Zhuhai Ruran Intelligent Technology Co., Ltd. and/or its authorized affiliates, operators, distributors, or service providers (collectively, "Sunlipro," "we," "us," or the "Company").

For returns or other inquiries regarding products purchased through other sales channels, please contact the retailer or point of purchase directly.

Article 2

Order Cancellation

Orders may be canceled prior to shipment.

If your order has already entered the shipping preparation stage, cancellation may not be possible at the time of your inquiry. In such cases, please follow the return procedure described below.

Article 3

Returns and Exchanges

If the product itself is free from defects and the return is due to installation environment issues or incompatibility with the intended use as anticipated prior to purchase, such return will be considered a return due to customer preference.

For returns due to customer preference, return shipping costs are the responsibility of the customer.

Depending on the condition of the product, returns or exchanges may not be accepted.

Exchanges cannot be accepted for reasons such as installation environment issues or incompatibility with intended use when the product itself has no defects.

Article 4

Limitations

Please note that returns and exchanges will not be accepted in any of the following cases:

1. The product was not purchased through the Company's official online shop.
2. A return or refund request is made after the return/refund period specified in Article 3 has expired. However, exchanges or repairs may be provided only if deemed appropriate by the Company.
3. Proof of purchase cannot be provided, or the proof of purchase does not include required information, such as place of purchase, date of purchase, product name, or model name.
4. The original packaging and accessories, including original packaging, manuals, and included accessories, are not returned, or the returned product is incomplete, such as missing accessories or instruction manual.
5. Exterior damage or product malfunction caused intentionally or by negligence.
6. The product nameplate, SN barcode, or security seal has been removed, damaged, rendered unidentifiable, or shows signs of tampering.
7. Malfunctions caused by misuse or improper handling that deviates from the instructions provided in the product manual.
8. Failures or defects resulting from modifications, unauthorized repairs, or use with third-party products.
9. Damage to the product's outer box, excluding damage caused during shipping.
10. Failures or damage caused after delivery due to transportation, dropping, impact, water exposure, or similar incidents.
11. Damage resulting from theft, loss, misplacement, fraud, embezzlement, or harmful acts by third parties.
12. Any other case in which the Company determines that a return is not eligible.

Article 5

Sunlipro Support Center Contact Information

Sunlipro Support Center

Email: support.us@sunlipro.com

Business Hours: 10:00 AM - 6:00 PM, Monday to Friday, excluding public holidays and other non-business days.