1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union consumer protection directives and applicable local regulations, consumers residing in the European Union or Europe have the right to withdraw from their purchase within 14 days without giving any reason.
Withdrawal Period: The 14-day withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the ordered goods.
Exercising the Right: To exercise your right of withdrawal, you must inform us of your decision to cancel the contract by sending an explicit written notification via email to zhaolei@sunhatclub.com.
Effects of Withdrawal: Upon valid notification of withdrawal within the designated period, we will reimburse payments received for the goods returned, minus applicable return shipping costs where assigned to the customer, using the original payment method.
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2. Shipping Delays and Delivery Investigations
We partner with premium international express logistics services, including DHL Priority, FedEx Priority, and UPS Priority, to process and deliver orders across Europe.
Standard Transit Times: Delivery timeframes presented during checkout serve as estimated transit periods.
Delayed Shipments: If an order fails to arrive within the standard estimated transit timeframe, an official investigation will be initiated directly with the logistics carrier (DHL, FedEx, or UPS).
Resolution: Following the outcome of the carrier’s formal investigation, sunhatclub will, based on the specific circumstances, arrange either a full refund or a replacement shipment at no extra charge to the customer.
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3. Damaged, Defective, or Incorrect Goods
We inspect item quality prior to shipment. If an item arrives damaged, defective, or incorrect, you do not need to physically return the damaged item.
Claim Procedure: Contact customer support at zhaolei@sunhatclub.com within 14 days of receipt.
Evidence Required: Provide clear photographic or video evidence demonstrating the defect or damage along with your order number.
Resolution: Upon verification of the submitted evidence, sunhatclub will process either a full refund or issue a replacement product without requiring the return of the damaged item.
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4. Standard Return Process and Address
If you wish to return an undamaged item under your 14-day statutory right of withdrawal:
1. Send a request to zhaolei@sunhatclub.com to receive return authorization and instructions.
2. Items must be sent back in their original condition, unused, and with original packaging intact.
3. Unless the product is defective or damaged upon arrival, return shipping fees remain the responsibility of the customer.
4. Return Address: Returns must be sent to our centralized European return facility. Please request the precise return destination address corresponding to your location by emailing zhaolei@sunhatclub.com prior to sending any parcel. Unregistered returns sent without prior notification may not be accepted.
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5. Accepted Payment Methods & Refund Processing
Refunds are issued using the same payment method selected during the original purchase transaction. Accepted payment methods on www.sunhatclub.com include:
Credit & Debit Cards: Visa, Mastercard, American Express
* Digital Wallets & Mobile Payments: Apple Pay, Google Pay, and recognized digital wallets.
Once a refund is approved and processed, funds are credited back to the original card or account holder details. Processing times may vary depending on the issuing bank or financial institution’s standard operating timelines.
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6. Governing Law
This Refund Policy is governed by and construed in accordance with the laws of Bulgaria and applicable European Union Consumer Law.