suna · Customer Care

Refund & Returns Policy

Your comfort and confidence matter to us. If anything isn’t quite right, we’re here to make it simple.

💛 We Want You to Love Your Purchase

We truly care about your experience. If your order doesn’t meet your expectations, we’re here to help and make things right in a simple, friendly way.

🔄 Refund & Return Window

You may request a refund or return within 30 days of receiving your item.

We understand that a product may not always feel like the perfect fit. That’s why we give you ample time to decide whether your suna pillow truly belongs in your home.

30 Days Return Window From Delivery

📦 Eligibility for Refunds

To ensure a smooth refund process, please make sure the item meets the following conditions:

  • Unused and in its original condition
  • Original packaging included
  • No visible damage, stains, or signs of wear
  • Proof of purchase (order number or payment record)

Once we receive and inspect the item, we’ll process your refund promptly.

🚫 Non‑Refundable Items

For the protection of all customers, the following items cannot be refunded:

  • Items returned after the 30‑day window
  • Items that show signs of use or damage
  • Customized or personalized items
  • Clearance or special promotion items (if applicable)

📮 How to Start a Return

A simple 3‑step process designed for your convenience:

1

Contact Our Support Team

Reach out to our customer support team to request a return.

2

Receive Return Instructions

We’ll send you the return address and step‑by‑step guidance.

3

Ship & Track

Send the item back and share your tracking number with us.

Once the item is received and inspected, we’ll issue your refund.

🚚 Return Shipping Costs

Personal Preference

If the return is due to personal preference (e.g., changed mind), the return shipping cost is the buyer’s responsibility.

Product Issue

If the return is due to an issue with the product itself, we will fully cover the return shipping cost.

💳 Refund Processing Time

5–10 Business Days After We Receive Your Return
  • Refunds are processed within 5–10 business days after the returned item is received
  • Refunds will be issued back to your original payment method
  • Processing time may vary depending on your bank or payment provider

❌ Order Cancellation

Before Shipment

If your order has not yet shipped, you may request a cancellation at any time.

After Shipment

Once shipped, the order can no longer be canceled, but you may still return it following the standard return process.

🕒 Haven’t Received Your Refund Yet?

If your refund seems delayed, please try the following steps:

  • Double‑check your bank account
  • Contact your credit card company (processing times may vary)
  • Contact your payment provider
  • If you still need help, reach out to our support team and we’ll assist you right away

Still Have Questions?

Our customer care team is here to help you, every step of the way. We typically reply within 24 hours.

Contact Support

Last updated: January 2026 · suna Intimacy Pillow Customer Care