Refund policy

1. Return Eligibility

We accept returns only for the following reasons:

(1) Items that are defective or have quality issues

(2) Items that are incorrect or do not match the specifications ordered

(3) Items that were damaged during shipping

We do not accept returns for subjective reasons such as personal preference or incorrect size choice, damage caused by the customer, misuse, or improper handling, or items that have been used or are not in a condition fit for resale. Items must be in their original, complete condition with all parts and accessories. We reserve the right to deduct a restocking fee or reduce the refund amount if the returned item is not in its original, resalable condition as required. You will also need the receipt or proof of purchase.

2. Timeframes for Different Issue Types

Please report your issue within the applicable timeframe based on the problem type:

Issue Type	Reporting Window	Description
Shipping damage (visible upon delivery)	Within 72 hours of receipt	Cracked panels, bent frames, broken parts, or other surface-level damage visible during unpacking
Product quality issue (functional defects)	Within 7 days of receipt	Motor not working, performance failure, or other defects that require testing to identify
Wrong item or missing parts	Within 7 days of receipt	Received incorrect product, missing accessories, or wrong specifications

Claims submitted outside the applicable timeframes may not be eligible for replacement, return, or compensation.

3. How to Request a Return or Report an Issue

To start a return or report an issue, please contact our customer service at support@sumyok.com within the applicable timeframe shown above. You must provide photos or video evidence clearly showing the issue with your item. We will review your request and evidence within 3 business days. If approved, we will provide you with a prepaid return shipping label at no cost to you. You must ship the return package using the provided label within 7 days of receiving it.

We are not responsible for return shipments that are lost in transit. We recommend you use a trackable shipping service and retain your proof of postage until the refund is processed. Returns sent back to us without first receiving an approved return authorization will not be accepted.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Any issues related to shipping delays, lost packages, or visible damage upon delivery must be reported within 72 hours of receiving the shipment. This includes tracking information that stops updating for an extended period or indicates a lost shipment, as well as visible damage discovered during unpacking such as cracked panels, bent frames, or other surface-level damage that is apparent upon visual inspection. Issues that are not immediately visible and require testing or use to identify, such as functional or performance-related defects, remain covered under our 7-day quality issue reporting window starting from the date of delivery. Claims submitted outside the applicable timeframes may not be eligible for replacement or compensation.

5. Exceptions / Non-Returnable Items

The return conditions stated above apply to all products. Please note, we cannot accept returns on gift cards.

For items marked as "Presale," the estimated arrival time is as indicated on the product detail page. By placing an order, you acknowledge and agree that all presale orders are final and non-refundable. If we fail to ship the presale item by the promised date, you may request a refund.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

We will notify you once we have received and inspected your return. We will check the returned item to confirm the reported issue. If approved, you will be automatically refunded on your original payment method within 5-7 business days after we receive and verify the return. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at support@sumyok.com.

8. European Union 14 Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

9. Contact Us

For any questions regarding returns or refunds that are not covered here, please contact our customer service team at support@sumyok.com. We are here to help!