Returns & Refund Policy

When you shop online you have the right to a “cooling-off” period of 14 calendar days from receipt of the products whereby you can withdraw from the contract and return your purchases to the seller.  Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day threshold from notification and then return.

If you wish to return any 'Dry' non-perishable products, please notify us within 24 hours of receiving your delivery.  Returns must be made at your own cost within 14 days from having notified us but we will refund the original outgoing price of delivery. Please include your name, order number and reason for the return within the parcel. 

Please note that we can only accept the return of 'Dry' non-perishable products - we cannot accept returns of any fresh or frozen products.  Returns must be received in their original condition. Unless faulty, we can only accept the return of goods in "as new" condition. Worn, used or damaged goods will not be refunded.

How long will a refund take?

We normally process a refund within 2 working days of the returned items reaching us, although the Directive allows up to 14 days. Please note that a refund may take several days between us authorising the payment and it showing on your card account. 

Damaged Products or Incorrectly Described

If any of your products are damaged in any way upon receipt, please email us at info@suneli.uk.  Please send an image of the damaged product along with your Order Number and an explanation of the problem.  If the products are faulty or “not as described” through no fault of your own, we will happily replace or refund the affected item/s as follows:  

• Our goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
  • Up to 30 days, if your goods are faulty, you can get a refund.
  • Up to 6 months, if it can't be repaired or replaced, then we will provide a full refund in most cases.
  • Up to 6 years, if the goods do not last a reasonable length of time you may be entitled to some money back.

Where returned goods are faulty due to a manufacturing problem, then as well as replacing the item in question, we will also refund the cost of the return shipping.

We can only refund these cost where the return shipping method has been agreed by us prior to the goods return.

We will not refund items that have been abused, accidentally damaged or clearly used for purposes for which they were not intended.

Cancellations ('Dry' Non-Perishable and Frozen Goods only)

When you shop online you have the right to cancel your purchase for a full refund until 14 days after it was delivered in the EU (Consumer Contacts Regulations) and up to 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller.  Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds.

Requests for cancellations must be made before 11am on your Dispatch Date - see your Order Confirmation email and Order History for details.  

Please make sure you are happy with your Basket before making payment and completing your order.  Please check your Order Confirmation email to review the details of the order that you have submitted.  Suneli cannot be held liable for acting in good faith on incorrect information received.