In the event you received a product you are not satisfied with, please see below in regards to handling the situation. Please feel free to contact one of our friendly customer service representatives if you need further clarification. Overall, no returns (defective or non-defective) will be accepted without notification to our team and without us in turn giving you a return authorization (RA) number.
Please notify us by phone (815-675-9777) or email us here if you received a product you are not satisfied with. An RA number will be issued to you. 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 unexpected packages delivered to us without any of the above reference numbers cannot be handled effectively and we will have no way to properly service these cases. The packages that are of this status may be refused on delivery and returned to sender, at the expense of the sender.
Return Policy on Non-Defective Goods
For non-defective goods, a 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/clearance items are not returnable.
Return Policy on Defective Goods
For defective goods, a return request must be made within 30 days of receipt of order. We reserve the rights to receive back and inspect any defective goods. When you call customer service to alert them, we will need to know if you would like a replacement or credit to your account. We will then advise you how to proceed (whether we will send a call tag or an RA number, etc. will be advised at that time).
Damaged Items Due to Freight
All claims for items defective due to freight damage must be made with the carriers. Please let us know if you need any additional information to file your claim.
Defective Replacement Direct to the Consumers (For Drop Ship Customers)
Upon notification from the retailer, an RA number will be issued and a replacement with a return shipping label will be sent to the consumer by post or e-mail. 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 (they will need to bring the carton to the drop-off location). If the defective return is not received back at Sunnywood’s 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.
Return Requesting Credits (For Drop Ship Customers)
Upon notification from the retailer, an RA number will be issued and a return shipping label will be sent to the consumer by post or e-mail. 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 (they will need to bring the carton to the 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.