Return & Refund Policy

Last updated: July 2026

At SUNVANTA, we want our customers to have confidence when shopping with us. This policy explains our process for cancellations, returns, refunds, and handling products that are damaged, defective, or not as described.

This policy applies to purchases made through www.sunvanta.com.au and is provided in addition to your rights under the Australian Consumer Law (ACL).

Order Cancellation

If you would like to cancel your order, please contact us within 12 hours of placing your order. We recommend contacting us as soon as possible so we can process your request before your order enters the fulfilment process.

Cancellation requests can only be accepted before the order has been processed or shipped.

Once an order has been dispatched or prepared for shipment, it can no longer be cancelled. However, you may request a return according to the conditions outlined in this policy.

To request a cancellation, please contact:

Email: service@sunvanta.com.au

Please include your order number so we can process your request efficiently.

45-Day Return Period

SUNVANTA offers a 45-day return period from the date your order is delivered.

We want our customers to feel confident when purchasing outdoor living products from SUNVANTA. If you decide that your purchase is not suitable for your needs, you may request a return within 45 days, subject to the conditions outlined in this policy.

To start a return request, customers must contact SUNVANTA customer support before sending any product back. Our team will review your request, confirm eligibility, and provide the necessary return instructions.

Returns sent without prior approval may not be accepted or may result in delays in processing.

Return Eligibility Requirements

To be eligible for a return, the product must meet the following conditions:

Product Condition

The item must be returned:

• Unused or only handled to the extent reasonably necessary to inspect the product.
• Free from damage, stains, marks, or signs of excessive handling
• Without modifications, alterations, or repairs made by the customer
  

Customers may open packaging and inspect the product; however, products that have been fully assembled, installed, used outdoors, or exposed to weather conditions may not qualify for a standard change-of-mind return.

Original Packaging and Components

Returned products should include, where applicable:

• Original packaging materials
• All included accessories
• Installation hardware
• Manuals and instructions
• Product components and parts originally supplied with the order

Missing parts, damaged packaging, or incomplete returns may affect the return assessment or refund amount.

Outdoor Product Considerations

For outdoor products such as umbrellas, gazebos, pergolas, and patio furniture, customers should carefully inspect the product before installation or outdoor use.

Products that have been:

• Installed permanently
• Anchored or fixed to a structure
• Used outdoors
• Exposed to rain, wind, dirt, or other environmental conditions

may not be eligible for a standard 45-day return unless the return is related to a product fault covered under Australian Consumer Law.

This does not affect any rights customers may have under Australian Consumer Law, including rights relating to faulty, unsafe, or incorrectly described products.

Return Approval Process

Before returning any product, please contact SUNVANTA customer support with:

• Order number
• Product name
• Reason for return
• Photos of the product condition (if requested)

Our team will review the request and provide return instructions, including the appropriate return address and shipping requirements.

Customers should not send products back before receiving return approval, as unauthorised returns may not be accepted.

Inspection After Return

Once the returned product is received, SUNVANTA will inspect the item to confirm that it meets the return requirements.

The inspection may include checking:

• Product condition
• Completeness of components
• Signs of use or damage
• Packaging condition

After the return has been approved, SUNVANTA will process the applicable refund according to this Return & Refund Policy.

Return Process

Before returning any product, please contact the SUNVANTA customer support team at:

Email: service@sunvanta.com.au

Please provide the following information:

• Your order number

• Product name or item details

• Reason for the return request

• Clear photos or videos of the product (if applicable)

• Photos of the packaging if the item was damaged during delivery or transportation

After reviewing your return request, our team will provide the appropriate return instructions, including the approved return address and any additional steps required.

Please do not send any items back before receiving confirmation from SUNVANTA. This helps ensure your return can be correctly received and processed.

Before shipping your approved return:

• Please pack the product securely to prevent damage during transportation.

• Where possible, use the original packaging and include all accessories, components, and manuals.

• Keep your return tracking information until the return has been completed.

Once the returned item has been received and inspected, SUNVANTA will process your refund or replacement according to our Returns & Refund Policy.

Return Address

Approved returns should only be sent to the address provided by SUNVANTA after your return request has been reviewed and approved.

SUNVANTA Returns & Fulfilment Centre
80–92 Remington Dr
Dandenong South VIC 3175
Australia

Please do not send any returns to this address before receiving confirmation and return instructions from our customer support team.

Once your return request has been approved, we will provide the required return details and instructions to ensure your parcel can be received and processed correctly.

Return Shipping Costs

The return shipping costs depend on the reason for the return and the type of product being returned. SUNVANTA aims to provide a clear and transparent return process, ensuring customers understand any applicable costs before arranging a return.

Change of Mind Returns

If you request a return because you have changed your mind, selected the wrong product, no longer need the item, or the product does not meet your personal preference, the return will be treated as a change-of-mind return.

For change-of-mind returns:

• The customer is responsible for the return shipping costs.

• Any original delivery fees paid at the time of purchase are non-refundable.

• The customer is responsible for choosing a suitable return shipping method and ensuring the product arrives safely at the approved return location.

• The product must be unused, unassembled where applicable, complete, and in its original condition with all accessories, manuals, and included components.

Before returning an item, customers must contact SUNVANTA for approval and receive the correct return instructions.

For approved change-of-mind returns, SUNVANTA does not charge any restocking fees, re-listing fees, warehouse handling fees, or storage fees. The refund amount will only be adjusted according to the applicable return shipping costs and any loss of value caused by the customer's handling of the product.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, faulty, or different from the product ordered, SUNVANTA will review the issue and provide an appropriate solution.

Examples include:

• Product damaged during delivery

• Manufacturing defects

• Missing components or accessories

• Incorrect item received

• Product significantly different from the description

In these situations:

• SUNVANTA will cover reasonable return shipping costs if a return is required.

• Customers will not be responsible for return shipping expenses caused by product faults or fulfilment errors.

• SUNVANTA may provide a replacement product, replacement parts, repair assistance, partial refund, or full refund depending on the specific circumstances.

To help us resolve the issue efficiently, please provide:

• Order number

• Product name

• Description of the problem

• Clear photos or videos showing the issue

• Photos of the packaging if the item was damaged during delivery

We recommend contacting us as soon as possible after discovering any damage or defect.

Large and Oversized Products

Due to their size and weight, some SUNVANTA products, including outdoor furniture, garden loungers, umbrellas, pergolas, garden structures, and other large outdoor items, may require special return arrangements.

These products may not be suitable for standard parcel services and may require:

• Courier collection

• Special transport arrangements

• Additional preparation before collection

For approved returns involving large or oversized products:

• SUNVANTA will provide specific return instructions based on the product size, location, and reason for return.

• If the return is caused by a product defect, damage, or an incorrect item received, SUNVANTA will arrange an appropriate return solution and cover applicable return costs.

• If the return is due to a change of mind, the customer may be responsible for the applicable return transportation costs.

SUNVANTA does not charge any restocking fees, re-listing fees, warehouse processing fees, or storage fees for approved returns.

All returns must be approved by SUNVANTA before being shipped or collected. Unauthorised returns may not be accepted or processed.

Return Preparation Requirements

To ensure your return is processed smoothly, please make sure that:

• The product is securely packed to prevent damage during return transportation.

• All original accessories, parts, manuals, and included components are returned with the product.

• Original packaging should be used where available. If the original packaging is unavailable, please use suitable protective packaging.

• Return tracking details should be kept until the return has been successfully delivered and processed.

Please note that if the returned product is damaged during transportation due to improper or insufficient packaging, we may not be able to provide a full refund.

Refund Methods & Processing Time

Once your returned item has been received, SUNVANTA will inspect the product to confirm that it is complete, in acceptable condition, and meets the requirements of our return policy.

After the return has been approved, refunds will be issued through the original payment method used for the purchase, including credit cards, bank accounts or other supported payment methods.

Refunds are usually processed within 7 business days after the returned item has been received and inspected.Customers will receive a confirmation email once the refund has been processed.

Please note that the actual time for the refund to appear in your account may vary depending on your bank, credit card provider, or payment service provider. These processing times are controlled by external financial institutions and are outside SUNVANTA’s control.

SUNVANTA does not charge any refund processing fees, restocking fees, re-listing fees, or warehouse handling fees for approved refunds.

This refund policy does not affect your rights under the Australian Consumer Law (ACL).

Partial Refunds or Refund Adjustments

In certain situations, a full refund may not be available if the returned product does not meet the required return conditions or has reduced value due to the customer's handling.

A refund adjustment may apply in the following circumstances:

• Product used beyond reasonable inspection:
  If the product has been used, assembled, installed, or handled in a way that goes beyond what is necessary to inspect the item, and this has resulted in a reduction of the product’s value.

• Product damaged after delivery due to customer handling:
  If the returned item has been damaged, modified, stained, or affected by improper use, incorrect installation, insufficient care, or inadequate packaging during return transportation.

• Missing parts or incomplete returns:
  If the returned product is missing original accessories, components, manuals, packaging, or other items included with the purchase, the refund amount may be adjusted based on the missing items or reduced value.

• Return received outside the applicable return period:
  If a return request is made or the product is received after the applicable return timeframe has expired, a full refund may not be available.

Any refund adjustment will only reflect a reduction in value caused by customer handling beyond reasonable inspection.

Before making any refund adjustment, SUNVANTA will review the condition of the returned product and provide details regarding any applicable reduction.

This does not affect your rights under the Australian Consumer Law (ACL), including your rights regarding products that are faulty, unsafe, or not as described.

Refund Delays

If you have not received your refund after the expected processing time, please check the following steps:

• Check your original payment account, bank account, or card statement to confirm whether the refund has been received.

• Contact your bank, credit card provider, or payment service provider, as processing times may vary depending on their internal procedures.

• If you have completed these steps and the refund is still not showing, please contact SUNVANTA customer support at:

Email: service@sunvanta.com.au

Our team will assist you in checking the refund status and provide further support where required.

Product Exchanges

SUNVANTA may assist with product exchanges depending on product availability and the reason for exchange.

For change-of-mind exchanges:

• Customers may be responsible for return shipping costs
• The replacement product must be available
• Any price difference will be adjusted accordingly

Exchange requests must be approved before returning any product.

Sale and Promotional Items

Purchasing an item at a discounted price does not affect your rights under the Australian Consumer Law (ACL).

For change-of-mind returns, promotional or discounted items must meet the same return conditions as regular-priced items, including being unused, in original condition, and returned within the applicable return period.

However, if a promotional item is damaged, defective, faulty, incomplete, or not as described, you may still be entitled to a repair, replacement, refund, or other remedy in accordance with your consumer rights.

SUNVANTA does not exclude or limit any rights available to customers under the Australian Consumer Law.

Australian Consumer Law

This Returns & Refund Policy is provided in addition to your rights under the Australian Consumer Law (ACL) and does not replace, limit, or exclude any rights available to you under Australian law.

SUNVANTA products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product does not meet the consumer guarantees required under the ACL, including if it:

• Is not of acceptable quality

• Is not fit for the purpose it was purchased for

• Does not match the description provided

• Has a major fault or failure

you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.

For major failures, you may have the right to choose between a refund or replacement. For minor failures, SUNVANTA may provide a repair, replacement, or another appropriate solution in accordance with your consumer rights.

Your rights under the Australian Consumer Law apply regardless of whether the product was purchased at full price, discounted, or as part of a promotional offer.

If you believe your product may be covered by your ACL rights, please contact SUNVANTA Customer Support with your order details and information about the issue. Our team will assist you with the next steps.

Contact Us

If you have any questions about our products, orders, delivery, returns, or after-sales support, please feel free to contact the SUNVANTA customer service team.

Legal Entity:SUNVANTA TRADING CO., LIMITED

Registered Business Address:
Flat B17, 7/F, First Asia Tower,
8 Fui Yiu KokStreet,
Tsuen Wan, Hong Kong

Warehouse Address:
80-92 Remington Drive
DANDENONG SOUTH VIC 3175
AUSTRALIA

Email:service@sunvanta.com.au

Operating Hours:Monday to Friday, 9:00 AM – 6:00 PM (AEST)

Our team is committed to providing clear communication, reliable support, and a smooth shopping experience from purchase to after-sales service.