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Warranty & Return

Warranty & Return

Warranty
All items sold from Sunvalley have a warranty period supported by all vendors. The general warranty period is 12 months, however please find the exact period in each product description as some products may a longer or shorter time period.

The warranty does not extended to any products that are physically damaged or that are not under normal operating conditions as a result of misuse or improper installation.

We will provide a Returned Merchandise Authorization (RMA) number for any product that needs to be returned for repair or exchange. We do not accept returns without first requesting a RMA number.

Refunds

RMA Type IDCustomerSunvalley
Refund Merchandise fee (M)
Or Shipping fee (S)
Time limite (shipment date)
Carrier's Fault-->Lost package M & SAfter 30 days
Carrier's Fault-->Damage in Delivery M & Swithin 15 days
Warehouse’s Fault-->Sent wrong items M & S & return shipping  labelWithin 15 days
Warehouse’s Fault-->Sent less items M & S & return shipping labelWithin 15 days
Sunvalley’s Fault-->DOA (dead on arrival) M & SWithin 15 days
Sunvalley’s Fault-->normal defective item M & Swithin warranty
Sunvalley’s Fault-->provide wrong description on website M & SWithin 15 days
Customer's Fault-->Wrong purchase 80% MWithin 15 days
Customer's Fault-->Wrong/Undeliverable Address 80% MWithin 15 days
Customer's Fault--> advertise wrong description 80% MWithin 15 days
Carrier’s Fault-->delay shipment M & part of SAfter 30 days
Sunvalley’s Fault--> delay shipment M & SWithin 15 days

 

Lost package:

  • An item is considered lost if it does not reach customer 30 days since shipment date.
  • We will refund merchandise fee and unit shipping fee. Customer is supposed to request a RMA only after 30 days from shipment date.

Damage in delivery:

  • If an item is damaged in delivery, we will refund merchandise fee and unit shipping fee. Customer is supposed to request refund within15 days

Sent Wrong Item:

  • If we have mistakenly shipped a wrong item, customer should inform us within the first 15 days from shipment date.
  • Depending on the type of item, we may request return for the wrong item.
  • We will refund merchandise fee and original unit shipping fee.
  • We will provide return shipping label to customer.

Sent less Item:

  • If we shipped less item, customer should inform us within the first 15 days from shipment date.
  • We will refund merchandise fee and original unit shipping fee.
  • We will provide return shipping label to customer.

DOA items (Dead On Arrival):

  • We will refund merchandise fee and original unit shipping fee for DOA items.
  • Customer is supposed to request within 15 days from shipment date.
Normal defective items
  • If product becomes defective within warranty period, we will refund merchandise fee and original unit shipping fee.
  • Customer is supposed to request within warranty period dated from shipment date.
  • We reserve the right to request proof that the item is defective. Depending on the type of item, we may request for photographic proof or we may request for the item to be returned for inspection.
Wrong description on Sunvalley website
  • If a wrong purchase is caused by our wrong product description on website, we will refund merchandise fee and original unit shipping fee of the product.
  • Customer is supposed to request within 15 days from shipment date.
Wrong purchase:
  • If customer make a wrong purchase and want to return to us, we will charge 20% of the merchandise fee as restocking fee, which means we will only refund 80% of the merchandise fee.
  • Customer is supposed to request within 15 days from shipment date.
Wrong & Undeliverable Address:
  • If the buyer has provided a wrong/undeliverable address and if the package is returned to us, we will refund 80% of merchandise fee.
  • If the package is not returned to us due to wrong/ unavailable address, we are not responsible for the lost caused.
Wrong advertisement on customer’s own listing:
  • If customer provide wrong description on his own selling channel while we provide correct one, we will not responsible for any lost caused by it.
  • If customer wants to return to us, please make sure the products are in good condition, and we will charge 20% of merchandise fee as restocking fee.
Shipment delayed by Sunvalley
  • If customer wants to return to us, we will refund merchandise fee and original shipping fee.
Shipment delayed by carrier
  • If customer wants to return to us, we will refund merchandise fee and original shipping fee.

Please make sure the returned items reached us within 30 days of RMA approved. RMA number will become invalid beyond 30days and customer will need to apply new RMA again.

Instruction for Returning Item:
  • Please contact us to get a RMA number BEFORE returning an item, fill this form  to get an RMA.
  • Items without RMA number will not be accepted.
  • Write the RMA number on the return package.
  • The returned items should be in the original packaging.
  • For faster processing, please include a copy of your packing slip and write down your reasons for the return.
  • Please send your return package to the regional warehouse as follows or further instructed by our CSR ;

For customers from North America, please return to:
2228 Junction Ave San Jose CA 95131

Tel:408-409-1519


For customers from Europe, please return to:

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