REFUND & RETURN POLICY

Last Updated: October 15, 2026

At Sunwoven, we want our customers to feel confident when shopping with us. We are committed to providing clear return and refund procedures and resolving order-related concerns fairly.

Sunwoven is an online retail brand operated by Hubtrack Limited, a company registered in Hong Kong.

Please review the following policy before placing an order.

1. Return Eligibility

We accept eligible return requests made within 7 calendar days of the date the customer receives the order.

To qualify for a return, the item must:

• Be unused and in its original condition.

• Be free from damage caused by the customer.

• Include original packaging and accessories where reasonably possible.

• Be accompanied by proof of purchase or an order number.

Customers must contact us within the 7-day return request period to initiate a return.

Please do not send products back without first contacting our customer support team and receiving return instructions.

2. How to Request a Return

To request a return, please email:

sunwoven25@gmail.com

Include the following information:

• Full name

• Order number

• Product name

• Reason for return

• Photos showing the product's condition, where relevant

Our customer support team will review the request and provide instructions for the next steps.

If a return is approved, we will provide the applicable return shipping instructions and return destination.

The return address may differ from our registered business address in Hong Kong.

Please do not send returns to our registered office unless specifically instructed.

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Customer-Initiated Returns

If the customer requests a return because of a change of mind, personal preference, or another reason unrelated to a product defect or fulfillment error:

• The customer is responsible for return shipping costs.

• The customer may choose a suitable tracked shipping service, subject to our return instructions.

• Original shipping charges are generally non-refundable where permitted by applicable law and disclosed before purchase.

• We do not impose an additional restocking fee for eligible returns.

Defective, Damaged, or Incorrect Items

If the product arrives damaged, defective, or materially different from the item ordered due to our error:

• Sunwoven will cover reasonable return shipping costs when a return is required.

• We may provide a prepaid return label or another appropriate return arrangement.

• Depending on the circumstances, we may offer a replacement, repair where appropriate, or refund.

• Customers will not be required to pay return shipping charges for a verified error attributable to Sunwoven.

Nothing in this policy limits applicable statutory consumer rights.

4. Damaged, Defective, or Incorrect Products

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery.

To help us review your request, please provide:

• Your order number

• A description of the issue

• Clear photographs of the affected product

• Photographs of the packaging when relevant

We will review the information and work with you to determine an appropriate resolution.

Possible resolutions may include:

• Sending a replacement item

• Providing a refund

• Arranging a return at our expense

• Offering another mutually agreed solution

Claims involving defective or misdescribed products will also be handled in accordance with any mandatory consumer protection rights that apply, even where those rights extend beyond our standard 7-day return request period.

5. Personalized and Made-to-Order Products

Certain Sunwoven products are personalized or made according to customer-selected specifications.

These may include personalized ornaments, custom decorative products, or other items made using customer-provided names, dates, photographs, text, or design choices.

Because these products are prepared according to individual specifications, we generally do not accept returns or exchanges due solely to a change of mind once production has started.

However, customers remain eligible for an appropriate resolution if an item:

• Arrives damaged or defective.

• Contains a personalization error attributable to Sunwoven.

• Is materially different from the confirmed order.

• Is otherwise eligible for a remedy under applicable law.

Customers are responsible for reviewing personalization details before placing an order.

Our customer support team will assess each issue based on the order details and applicable legal requirements.

6. Non-Returnable Items

Subject to applicable consumer protection laws, the following items are generally not eligible for returns based solely on change of mind:

• Personalized or custom-made products after production has started.

• Items damaged by customer misuse or improper handling.

• Items that have been materially altered after delivery.

• Items returned without prior authorization where this prevents proper processing.

These limitations do not override statutory rights relating to defective, damaged, or incorrectly supplied goods.

7. Refund Processing

Once we receive and inspect an eligible returned item, or approve a refund that does not require a return, we will notify the customer of the outcome.

Approved refunds will be processed within 5–10 business days after the return inspection and approval, or after approval of a refund without return.

Refunds will generally be issued to the original payment method used at checkout.

The time required for the refund to appear in the customer's account may vary depending on the bank, card issuer, or payment service provider.

If you have not received your refund after the stated processing period, please contact our customer support team.

8. Refund Amounts

For eligible returns involving a change of mind, refunds generally cover the amount paid for the approved returned product, subject to any lawful deductions disclosed in this policy.

Customer-paid return shipping costs are not reimbursed for change-of-mind returns.

For defective, damaged, or incorrectly supplied products, applicable refunds and shipping reimbursements will be handled in accordance with the circumstances and relevant consumer protection laws.

Any applicable taxes will be refunded as required by law.

9. Exchanges

If you wish to exchange an eligible non-personalized item, please contact us within 7 days of receiving the order.

Exchange requests are subject to product availability and the condition of the returned item.

If an exchange is requested solely because of customer preference, the customer is responsible for applicable return shipping costs and any additional shipping or price differences disclosed and agreed upon.

If an exchange is required because of a verified defect or fulfillment error attributable to Sunwoven, we will cover reasonable shipping costs associated with the correction.

10. Order Cancellations

Customers may request an order cancellation by contacting:

sunwoven25@gmail.com

Cancellation requests are reviewed according to the order's processing and production status.

If an order has not entered production or been dispatched, we will make reasonable efforts to accommodate the cancellation request.

For personalized or made-to-order products, cancellation may no longer be possible after production has started.

If an order has already shipped, customers may need to follow the applicable return process.

Where an order is validly canceled before fulfillment, any payment already collected will be refunded in accordance with applicable law.

11. Lost or Missing Deliveries

If your order has not arrived within the estimated delivery period, please contact our customer support team.

We may request the order number and relevant tracking information to investigate the shipment with the carrier.

Where an order is confirmed lost or remains undelivered and Sunwoven is responsible for the failure to deliver, we will arrange an appropriate resolution, which may include a replacement or refund as required by applicable law.

Please refer to our Shipping and Delivery Policy for additional shipping information.

12. Items Returned to Sender

Orders may be returned to the sender due to an incorrect or incomplete shipping address, unsuccessful delivery attempts, or other delivery issues.

If the customer provided inaccurate shipping information, additional shipping charges may apply for reshipment. Any such charges will be disclosed before reshipment.

If a shipment is returned because of an error attributable to Sunwoven or its fulfillment arrangements, we will provide an appropriate resolution without imposing additional shipping charges on the customer.

13. Consumer Protection Rights

This policy is intended to provide clear return and refund procedures for customers purchasing from Sunwoven.

Hubtrack Limited is registered in Hong Kong, and Sunwoven primarily serves customers in the United States.

Nothing in this policy excludes, restricts, or overrides mandatory consumer protection rights that may apply under the laws of a customer's country or state of residence.

Where applicable law provides greater protections than the voluntary return arrangements described in this policy, those legal protections will prevail.

14. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our operations, products, customer service processes, or applicable legal requirements.

Updated policies will be published on our website with a revised effective date.

Changes will not retroactively reduce rights applicable to orders already placed where prohibited by law.

15. Contact Information

For return requests, refunds, exchanges, cancellations, or other order concerns, please contact:

Sunwoven — Operated by Hubtrack Limited

Legal Business Name: Hubtrack Limited

Business Registration Number (BRN): 79727243

Registered Business Address:

Flat/Room 917B, Block A, 9/F,
New Mandarin Plaza,
14 Science Museum Road,
Tsim Sha Tsui, Kowloon, Hong Kong

Customer Support Email: sunwoven25@gmail.com

Customer Support Phone: +84 908 982 369

Website: https://sunwoven.xyz

We are committed to reviewing eligible requests and providing fair solutions in accordance with our published policies and applicable law.