Refund policy
Scope and Intent
This Return and Refund Policy applies to all purchases made through the Sunmere & Loom website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
- Email: support@sunmereandloom.com
- Phone: +441206690054
- Address: 14 East Street, Coggeshall, Colchester, Essex, CO6 1SH, United Kingdom
Return Window
Customers in the United States have the right to cancel their purchase and return the product within 30 days of delivery date.
Return Instructions
Return Notification: To initiate a return, contact our customer service at support@sunmereandloom.com with your order number and a detailed reason for the return.
Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.
Packaging and Shipping
Safely pack the item in the original packaging with all labels and tags still attached.
Include the return authorization form and any necessary supporting documents or images.
Attach shipping label to the package.
Specific Return and Refund Conditions
Returns Due to Change of Mind
If you change your mind after purchase, you can return the product within 30 days of delivery, provided it is unused, undamaged, and in the original packaging.
Defective, Damaged, or Incorrect Goods
If you receive a defective, damaged, or incorrect product, we will always ship a replacement free of charge. We do not process refunds for defective, damaged, or incorrect goods.
This policy ensures that you receive the product you originally ordered in proper condition. Once the replacement has been delivered, your normal return rights still apply — meaning you may return or exchange the replacement under the same terms and timelines as any other order.
This policy does not affect your statutory rights, which may entitle you to a refund in certain cases under applicable consumer law.
Product Never Arrived
If your product has not arrived, please contact us so we can open an investigation with the courier.
If the courier is unable to locate the package, we will send you a free replacement.
Once a package is confirmed as “delivered” by the courier, we cannot assume responsibility for theft or loss that occurs afterward. However, we will always assist you in investigating the issue directly with the courier.
Cancellations
You can cancel your order free of charge if the cancellation is within 24 hours of purchase.
After 24 hours, the order may already be processed and shipped, and it cannot be cancelled. If you no longer wish to keep the item, you will need to wait until delivery and then initiate a return request in accordance with this policy. Sunmere & Loom will only cover return shipping costs if the item delivered is incorrect, damaged in transit, or defective.
Return Costs
For Defective, Damaged, or Incorrect Products: Sunmere & Loom covers all return shipping costs.
For Customer Remorse (Change of Mind): The customer is responsible for arranging and paying the return shipping costs. We strongly recommend using tracked shipping. If a return is lost in transit without tracking, we may be unable to process your refund.
Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 30 days of the delivery date. Ensure it is in the original packaging.
Refused / Not Picked-Up Orders / Return to Sender
If a parcel is attempted for delivery but returned to the depot and you make no effort to collect it, and the parcel is then returned to us, you have the following options:
Reshipment – We can arrange for your order to be shipped again,
If you do not want a reshipment – We will issue a refund for your order minus a 15% restocking fee.
Timelines
Return Window: Returns must be reported and shipped within 30 days of receiving the product.
Refund Conditions: A refund is approved once we inspect the returned item and the product is undamaged, unused, and in the original packaging.
Refund Period: After the return is approved, it takes up to 7–10 business days, depending on your bank or payment provider, to process the refund to the original payment method.
Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned: Custom or personalized items.
Return Address
Send all returns to our international warehouse:
14 East Street, Coggeshall, Colchester, Essex, CO61SH, United Kingdom
Return Shipping Method and Costs
Shipping Method: Your chosen courier (with tracked shipping)
Restocking Fees for standard returns and cancellations = $0
Restocking Fees for Refused / Returned-to-sender orders = 15%
Legal Rights
This policy is in addition to any rights you may have under applicable consumer protection laws in your jurisdiction.
Questions?
Visit our FAQ page or contact our customer service. FAQs
Company Name: AWRC ECOM LTD
Address : 14 East Street, Coggeshall, Colchester, Essex, CO6 1SH, United Kingdom
E-Mail: support@sunmereandloom.com
Phone: +441206690054
Company Number: 15671549
TAX Number: 25294 14655
Customer service: Monday to Friday* between 9:00 am to 5:00 pm EST.
*Excluding bank holidays