Refund policy
At SunBase, we make every effort to ensure each product meets your expectations.
However, if you are not completely satisfied with your purchase, this policy sets out the conditions and procedure applicable to returns, exchanges, and refunds.
1. Withdrawal Period
In accordance with European legislation (Directive 2011/83/EU) and the French Consumer Code, you have a 14-day calendar period from the date you receive your order to exercise your right of withdrawal, without needing to provide any reason.
2. Return Conditions
After the Withdrawal Period:
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The product must be new, complete, and unused, returned in its original packaging with all accessories, manuals, and protective materials.
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Items that are incomplete, damaged, or show signs of use will not be eligible for refund.
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Customized or made-to-order products are not eligible for return, except in the event of a proven defect.
3. Return Procedure
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Contact our customer service at contact@sunbase.eu indicating your order number.
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You will receive detailed return instructions and the return address.
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Return shipping costs are the responsibility of the customer, except in the case of a manufacturing defect or our own error.
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We strongly recommend using a tracked shipping method to ensure safe delivery.
4. Refunds
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Refunds are issued within 14 days after receipt and inspection of the returned item.
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Refunds will be made using the original payment method, unless otherwise agreed.
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In the case of an exchange, the replacement product will be shipped as soon as the return is validated.
5. Defective Products Under Warranty
For any defect covered by the SunBase Limited Warranty, please refer to our Warranty Terms or contact contact@sunbase.eu to arrange a free repair or replacement within the warranty period.
6. Final Sale Items
Products marked as “Final Sale” or sold under special discounts or promotions are not eligible for return or exchange, except in the case of a verified error or non-compliance with the original order.