Home Customer Service Policy and Procedures Return Policy
Return Policy

In the event of you receiving a product that you are not satisfied with, please see the parameters below on how to handle. Please feel free to contact one of our friendly customer service representatives if you need further clarification.
Overall, no returns (defective or non-defective goods) will be accepted without notification to our team and without us in turn giving you a return authorization(RA) number.

 

Return Procedure:

Please notify us by phone (815.675.9777) or email us here in the case of returning an order. An RA number will be issued to you depending on the nature of your return. For either defective or non-defective returns, we will need some way of tying your returns with the original invoice in order to properly credit or replace the merchandise for your customers. Therefore, any one of the following reference numbers must appear on your returned packages:

  • Your original PO number and Sunnywood Account Number
  • Our Sales Order Number
  • Our Invoice Number
  • Our RA Number

 

**Please understand that unknown packages delivered to us without reference numbers nor instructions from you cannot be handled effectively and we will have no way to properly service these cases. The packages that are of this status will be refused on delivery and returned to sender.

 

Return Policy on Non-Defective Goods:

Return request must be made within one week of receipt of goods. Merchandise must be returned in original condition and freight prepaid. A 20% restocking fee will be applied on all non-defective returns. Custom made orders and discontinued items are not returnable.

 

Return Policy on Defective Goods:

Return request must be made within 30 days of receipt of order. When you call customer service to alert them they will advise you how to proceed with the product (whether we will send a call tag or an RA number etc will be advised at that time) and we will also need to know if you would like a replacement or a credit to your account.

 

Defective Items Due to Freight Damage:

A note will be included in all out going packages for the consumer to inspect the package for damage due to the freight carrier. All claims for items defective due to freight damage must be made with UPS/Fed-Ex.

 

Defective Replacement Direct to the Consumers (For Drop Ship Customers):

Upon notification from the retailer a RA number will be issued and a replacement with a return shipping label will be sent to the consumer. A note will be included in the carton instructing the consumer to place the defective item back into the carton and use the return shipping label to ship the product back to us via UPS (they will need to bring the carton to any UPS drop of location). If the defective return is not received back in our warehouse within 28 days from the date of shipping, the second piece shipped to the consumer will be considered as a second "sale" at that time and an invoice/charge will be processed.

 

Defective Requesting Credits (For Drop Ship Customers):

Upon notification from the retailer a RA number will be issued and a return shipping label will be mailed to the consumer. A note will be included instructing the consumer to place the defective item back into the original carton and use the return shipping label to ship the product back to us via UPS (they will need to bring the carton to any UPS drop off location). We will close/cancel the call tag after 28 days if the return has not been received back at Sunnywood's warehouse by then. After receipt of the returned item a credit will be issued for the cost of the item, if deemed defective.