Refund policy

Return & Refund Policy

Last Updated: October 23, 2026

At Sunteclab, customer satisfaction is important to us. We are committed to providing a clear, transparent, and reliable return and refund experience for our customers.

This Return & Refund Policy explains return eligibility requirements, return procedures, return shipping responsibilities, refund processing, statutory consumer rights, and customer support information for purchases made through www.sunteclab.com.

Statutory Withdrawal Rights

Where the statutory right of withdrawal under applicable German or European Union consumer law applies to a purchase, consumers generally have 14 days to notify us that they wish to withdraw from the contract, without giving a reason. For goods, this period generally runs from the day the consumer, or a person designated by the consumer other than the carrier, takes physical possession of the goods. Statutory exceptions may apply, including to certain goods made to the consumer’s specifications or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal requirements for an exception are met.

To exercise an applicable statutory right of withdrawal, send us a clear statement that you are withdrawing from the contract within the applicable 14-day period. You may send that notice to hello@sunteclab.com or use another clear written statement delivered to us. Your statutory notice is effective according to applicable law and does not require prior return authorization or our approval. Separately, please contact us for practical return instructions and the appropriate return address. Unless applicable law provides otherwise, goods should be sent back without undue delay and no later than 14 days after you notify us of the withdrawal. Responsibility for the direct cost of returning goods under a statutory withdrawal depends on applicable law and the withdrawal information provided before purchase. Please review the information presented for your order. If you cannot locate or understand it, contact us at hello@sunteclab.com before sending the goods. We will apply any return-shipping cost to you only where permitted by applicable law and where the required information has been properly provided. Refunds for statutory withdrawals will be handled within the time limits required by applicable law; where permitted, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first.

Nothing in this policy limits or excludes any mandatory consumer rights, legal warranty rights, or other protections available under applicable law. The voluntary 30-day return option described below is separate from, and does not replace or reduce, any statutory withdrawal right.

Model Withdrawal Statement

If you wish to withdraw from a contract and a statutory right of withdrawal applies, you may use the following wording or send another clear statement of your decision. Using this wording is optional; it is not a request for return authorization.

To: Sunteclab, Eiligstr. 2, Meißen, 01662, Germany; Email: hello@sunteclab.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Goods ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

This model withdrawal statement is provided for convenience. You may use it or send another clear statement of your decision to withdraw. It does not replace any mandatory withdrawal information or any rights available under applicable law.

30-Day Return Option

In addition to applicable statutory rights, Sunteclab provides a voluntary return option allowing eligible items to be returned within 30 days after delivery.

This voluntary return option is provided as an additional customer service benefit and does not affect any mandatory consumer rights available under applicable laws.

Return Eligibility

To be eligible for a voluntary return within 30 days after delivery, items must generally meet the following requirements:

• The item must be unused, unworn, and unwashed, and must remain in its original condition.
• Original tags must remain attached or included, and the item must be returned in its original packaging.
• A valid proof of purchase, such as an order number, must be provided.

Any exception to return eligibility for hygiene or health-protection reasons applies only where permitted by applicable law and relevant to the specific product and circumstances. This provision does not limit statutory rights relating to defective or incorrectly supplied goods.

How to Request a Return

Before returning any item, please contact Sunteclab customer support to receive return instructions.

To help us process your request efficiently, please provide:

• Order number
• Product name
• Reason for return
• Photos or supporting information where applicable

Our customer support team will review your request and provide the next steps for completing the return process.

Return Shipping Costs

For voluntary returns due to change of mind, an unwanted item, or size selection, customers are responsible for return shipping costs, unless applicable law requires otherwise.

If you receive the wrong item, or an item is damaged or defective, please contact Sunteclab before returning it. For these seller-responsibility issues, Sunteclab will cover the applicable return shipping cost and provide return instructions.

Sunteclab does not charge a restocking fee for returns.

We recommend using a trackable shipping service and keeping proof of postage. For customer-arranged voluntary returns, tracking may help establish the shipment status. Nothing in this policy excludes or limits any responsibility that Sunteclab may have under applicable law, including for returns related to an incorrect, damaged, or defective item.

Refund Process

Once returned items are received, Sunteclab will generally inspect them within 1–3 business days and notify you of the outcome or status of your refund request. Business days are Monday through Friday, excluding German public holidays.

Approved refunds will generally be processed within 1–3 business days after approval and issued to the original payment method used during checkout. After the refund is issued, your bank, card issuer, or payment provider may typically require an additional 3–5 business days for the funds to appear in your account. The actual posting time may vary by provider and payment method, so this estimate is not a guarantee. The inspection period, the store’s refund-processing period, and the additional bank or payment-provider posting time are separate stages. These ordinary workflow estimates do not replace, extend, or limit any statutory refund deadline. Refunds related to valid statutory withdrawal requests will be handled within the time limits required by applicable consumer protection law, including applicable rules on when reimbursement must be made and when reimbursement may lawfully be withheld.

Sale Items

Sale items are subject to the same return terms described in this policy unless a specific lawful exception applies and is clearly disclosed before purchase.

This does not affect statutory rights relating to defective, damaged, or incorrectly supplied products.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact Sunteclab within a reasonable timeframe after delivery so we can assist with the issue. This request helps us investigate and resolve the matter promptly and does not shorten or limit any statutory rights or remedies available to you.

Please provide your order details and supporting information, such as photos of the product or packaging, so we can evaluate the issue.

Sunteclab will review the situation and provide an appropriate solution in accordance with applicable laws and our policies.

Exchanges

Exchange requests may be available depending on product availability.

If you would like to request an exchange, please contact our customer support team with your order details and preferred replacement information.

Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM CET/CEST (Germany local time)
Saturday support availability is not specified in our current published hours.
Sunday: Closed

Contact Us

For questions regarding returns or refunds, please contact us:

Sunteclab

Website
www.sunteclab.com

Email
hello@sunteclab.com

Phone
+49 3521 41110

Business Address
Eiligstr. 2, Meißen, 01662, Germany