Return Policy & Information
At Sisuns, we try hard to get you the right part, every time. But if you need to return a product for any reason, we want to make that as fast and easy as possible. Here are the policies related to returns that may help you understand and navigate the process:
- Return policy
- International Orders
- Return Procedure
- Defective Items
- Restocking fees
- Non-Returnable Products
- Holiday returns
- “Large Print” Disclosures
- Returns FAQ
The vast majority of products available at Sisuns are returnable, provided they are returned with all original packaging, paperwork and parts in new and unused condition.
To initiate a return, a Return Authorization Number (RA#) must be requested within 30 days of receipt of the product. When shipping the return, this RA# must be clearly labeled on the package. Items returned without an RA# are not eligible for refund or exchange.
International orders are not eligible for return or exchange, unless in the case of manufacturer defect or Sisuns error.
1. Contact an Sisuns Customer Care Specialist at (201) 875-7089.
2. Our Customer Care Specialists will provide you with an RA#, and email you detailed return instructions.
3. Clearly write and/or affix the RA# on the package and return to the address specified in the email.
4. Unless the return is due to manufacturer defect or Sisuns error, the customer is responsible for return shipping costs. For your convenience, Sisuns offers discounted return shipping labels. Should you choose this option, the cost of the label will be deducted from the refund amount.
5. The original method of payment used to place the order will be credited the purchase price, excluding return shipping costs. Sisuns will send a confirmation email once the refund has been issued. Please allow 5-7 business days for your bank to process the credit.
If you receive an item that is broken or defective, Sisuns will provide a prepaid return shipping label. To obtain the return shipping label, follow the above return procedure.
Certain products require a 15% restocking fee. These items qualify for a refund, less the restocking fee and any return shipping costs, when returned with all original packaging, paperwork and parts in new and unused condition.
Some products, including (but not limited to) custom patterned and custom painted items, are not returnable. In the case of manufacturer defect or Sisuns error, these items may be returned for credit.
Sisuns extends the eligible return period from 30 to 60 days on orders placed between “Black Friday” (the Friday following Thanksgiving) and Dec 24th. All other standard return policies and procedures apply.
“Large Print” Disclosures
Authorized items must be returned with all original packaging, paperwork and parts in new and unused condition. Items not returned in the above condition will fail inspection and a refund will not be issued.
Sisuns may issue a refund in good faith prior to receiving the returned item. We reserve the right to rescind such refunds if the item fails inspection upon arrival.
Sisuns will not compensate for damages incurred during product installation or use, nor reimburse labor charges or installation fees, under any circumstances.
How do I return an item?Can I exchange an item?Will I have to pay a restocking fee?Who pays for return shipping costs?What should I do if I received the wrong item?
How do I return an item?
Contact an Sisuns Customer Care Specialist at (201) 875-7089. We will provide you with an RA#, which is required for all returns, and email you detailed return instructions.
Can I exchange an item?
Yes. Items that include all original packaging, paperwork and parts in new and unused condition may be returned for exchange. Simply follow the standard Sisuns returns procedure.
Will I have to pay a restocking fee?
Certain products do require a 15% restocking fee. These items qualify for a refund, less the restocking fee and any return shipping costs. As with all returns, these items are subject to inspection before a credit is issued.
Who pays for return shipping costs?
If the return is due to manufacturer defect or Sisuns error, we pay for return shipping. Otherwise, the customer is responsible for the cost of returning the item. In this case, we encourage you to take advantage of our discounted return shipping labels. Ask your Customer Care Specialist for details.
What should I do if I received the wrong item?
First, verify whether the item you ordered is the item you actually received. Simply compare the part number on the shipping receipt to the part number on your email order receipt.
If the numbers do not match, we may have shipped the wrong part number. Just call us at (800) 874-8888 and select option #2. We’ll process your return, exchange the item for the correct part (if available) and send you a prepaid UPS shipping label for your return item.
If the numbers do match, you may have ordered the incorrect part number. Once again, please call us at (800) 874-8888 and select the option #2. We’ll process your return and exchange the item for the correct part (if available).