Due to the nature of skincare and cosmetic products, VP Suncare Group Co., Ltd. (“the Company”) upholds strict policies to protect product hygiene, customer safety, and compliance with applicable consumer protection laws.

1. Eligibility for Return and Refund
Returns and refunds will be accepted only under the following conditions:
– The product received is incorrect, defective, or damaged upon arrival.
– The return request is submitted within 14 calendar days from the date of receipt.
– The product is unopened, unused, and in its original sealed packaging.
– Products that have been opened, used, tampered with, or are not in original condition will not be eligible for return or refund. The Company reserves the right to deny any return that does not meet the conditions stated herein.

2. Required Documentation
To initiate a return or refund request, the customer must provide:
– Proof of purchase (e.g., order confirmation, receipt, or payment record)
– Photo/video evidence showing the product issue
– A clear unboxing video if the claim involves damaged or incorrect items
– A copy of a valid government-issued ID or passport that matches the purchase information
– Incomplete or unverifiable submissions may result in the denial of a refund or exchange.

3. Process and Conditions
– Refunds will be processed to the original method of payment. For cash on delivery (COD) orders, refunds will be made to a verified bank account under the purchaser’s name.
– Exchanges will be provided for the same product, subject to availability. In case of out-of-stock or discontinued items, a similar item of equal value may be offered.
– Shipping charges are non-refundable unless the return is due to an error by the Company.
– Approved refunds will be issued within 7–14 business days after verification.

4. Order Cancellation
Orders may be cancelled only if the product has not been dispatched. Cancellation requests may be subject to administrative or banking fees. Refunds for approved cancellations will be processed to the original payment method only and must match the customer’s registered name.

5. Returned Shipments
In the event of an unsuccessful delivery caused by an incomplete or incorrect address provided by the customer, the customer is responsible for additional shipping charges. If a delivery fails a second time due to customer unavailability or refusal to receive, the order will be cancelled without entitlement to a refund for shipping or handling costs.

6. Limitation of Liability
The Company shall not be held liable for damage, loss, or delays during return shipping. Customers are advised to use secure and traceable logistics providers’ services when returning items. Liability for damaged or lost returns lies with the assigned logistics providers.

7. Important Notes
– Refunds and exchanges apply only to orders placed directly via www.sunbaz.com.
– Purchases made through third-party channels (e.g., Shopee, Lazada, TikTok) must follow the return and refund policies of those respective platforms. The Company shall not intervene in processes governed by external e-commerce applications. Customers are advised to review and understand platform-specific policies before purchase.
– We reserve the right to reject any return that fails to meet the stated requirements.
– Limited edition or promotional items may not be eligible for exchange, but the Company will assist in finding the closest available alternative.
– The Company shall not be responsible for returned goods lost or damaged in transit or for issues arising from the misuse of payment instruments by the purchaser or any third party.

Contact Information
For questions regarding delivery, returns, or refunds, please contact:
Email: contact@sunbaz.com
Phone: +668 8816 8080
LINE Official: @sunbaz
 
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