Return & Refund Policy

RETURN & REFUND POLICY

Sulvino
Last updated: October 24, 2026
Website: https://sulvino.com
Operated by: Guangzhou Fengpei Trading Co., Ltd.
Customer service email: service@sulvino.com
Customer service telephone: +1 (616) 266-3725
Registered business address: Room 102, No. 102 Fengguang Road, Zhongxin Town, Zengcheng District, Guangzhou, Guangdong, China

1. STANDARD RETURN WINDOW

Sulvino accepts return requests for eligible items submitted within 14 calendar days after the order is delivered. The merchandise must be unused, unworn, unwashed, and in its original condition with its included parts, accessories, and original packaging.

A return is not initiated by sending an item to the address on its parcel. You must contact customer service first to receive return instructions for your order.

2. HOW TO REQUEST A RETURN

Email service@sulvino.com within the return period. Include your order number, checkout email address, product name, date of delivery, and reason for the request. If the item is defective or incorrect, attach clear photographs showing the problem.

Our team will assess the request against this policy and send return authorization and the destination address for an eligible return. Pack the complete item securely and follow the provided shipping instructions. Keep your return postage receipt and tracking details until the case has been completed.

3. DAMAGED, DEFECTIVE, OR INCORRECT MERCHANDISE

If your package arrives with damaged, defective, missing, or incorrect merchandise, contact service@sulvino.com within 7 calendar days after delivery. Provide your order number, a description of the issue, and photographs of the affected item and packaging.

When the order issue is verified, we will provide the appropriate remedy, including replacement or refund. Sulvino bears the necessary return shipping cost for an item sent incorrectly or supplied damaged or defective. Nothing in this policy limits a customer's statutory rights for defective or misdescribed goods, including rights that apply beyond the seven-day reporting request.

4. CHANGE-OF-MIND RETURN COSTS

For a standard change-of-mind return, the customer pays the return shipping cost. Original shipping charges are not refunded for a change-of-mind return, unless required by applicable law. If a return results from our error or a verified product defect, we provide a remedy without charging the customer for the return shipping needed to resolve that issue.

5. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

The following merchandise is not eligible for change-of-mind returns:
- Items that have been used, worn, washed, altered, or damaged by the customer.
- Items missing required original components, parts, or accessories.
- Items explicitly marked as final sale before purchase.
- Sealed personal care or hygiene items after their hygiene seal has been opened, when the item cannot safely be resold.

These exclusions do not remove any remedy required for a product that arrives defective, damaged, or materially different from its description.

6. INSPECTION AND REFUND PROCESSING

An authorized return is inspected after it arrives at the designated return destination. Once the return meets the conditions of this policy, the refund is issued to the original payment method. Approved refunds are initiated within 5–10 business days after receipt and inspection. The bank or payment provider can require additional time to display the credit.

For an approved refund arising from an incorrect, damaged, or defective product, we refund the amounts required to resolve that issue, including applicable shipping charges in accordance with consumer protection law.

7. EXCHANGES

Sulvino does not provide direct exchanges for change-of-mind requests involving a different color, size, or style. Request a return for an eligible item and place a new order for the replacement selection. If the wrong product was supplied or the merchandise was defective, customer service will arrange the appropriate replacement or refund.

8. ORDER CANCELLATIONS AND ADDRESS CORRECTIONS

To request a cancellation or address correction, email service@sulvino.com immediately after placing your order. We can act on requests before dispatch when processing has not reached the point that prevents the change. A shipment already given to a carrier cannot be canceled in transit. The return procedures apply after delivery.

9. LOST OR MISSING PARCELS

If your shipment is overdue, tracking has stopped updating, or a delivered package is missing, contact customer service with your order number and tracking information. We will assess the shipping records and assist with the delivery investigation. If a shipment is confirmed lost or undelivered, we will arrange the appropriate remedy under applicable consumer law.

10. RETURN ADDRESS AND SUPPORT

Do not return merchandise to our registered business address or to the sender address printed on the package. The correct return address is issued with the return authorization.

Return and refund contact: service@sulvino.com
Customer service telephone: +1 (616) 266-3725
Website: https://sulvino.com