SUPPORT GUIDE

 

Missing Items

Our team do its best to prevent such sort of things, however, if this happens, there could be few possible reasons:

- Order Split Shipped. So check please you Order Status to make sure that your order has not been split shipped.

- Orders from different warehouses. If your orders go from 2 different warehouses, the order will have multiple shipments.

- SunnyBunny made a mistake. Unfortunately, that potentially may happen. On rare occasions, an item may be missed during packaging.

- Parcel damaged or items removed. The package seems modified or damaged, and item(s) may have fallen out.

If after checking Order Status, you made sure there is only one shipment expected, do not panic, take photos of what has arrived and email what is missing to [email protected].au. Provide to us all necessary information like order number and a copy of the parcel declaration. We will figure out what happened and contact to you.

 

Return Product

SunnyBunny’s Return Policy allows doing this within three  days (3 days) from the moment you got the purchase. In this case, you will only receive a partial refund as you must pay for the original shipping and the return shipping. If you feel you do not want an item, it is better to cancel the Order within 24 hours of ordering, if an order is not shipped we offer a full refund. Before return the product, it is compulsory that you contact us first and return it to the appointed address; otherwise, you will bear your consequences.

 

Products Stopped Working

If you encounter quality issues within the warranty period, you will be covered. Learn all about the warranty procedure in Return Policy. Every product has a specific warranty period. If it is not stated in the product listing, please contact us [email protected].

If it is outside of warranty, we may still be able to offer repairs or replacement parts. You need to contact us.

 

Product Arrived Faulty/Damaged/Different

Do not worry. You are protected under our Policy. Within three days of receiving the purchase, please take photos of what has arrived or make a video with the fault and email to [email protected]. Provide all necessary information about the order and a copy of the parcel declaration. We will look at your claim and advise you next steps.

 

Problem with Operating Delivered Product

Our product managers know their products very well if you need assistance at any time please contact us [email protected] and we will provide more information and necessary assistance.

 

Uploading Video of Product

In a case when our team ask to send a video to show a product issue we recommend all videos over 50MB to be uploaded to YouTube as our email system can only receive files up to 50MB. 

Uploading on YouTube is easy and for the official instructions on how to upload a video from your Computer/Android/iOS view the YouTube upload instructions.

To see and understand the problem, please record the video in a bright area and clearly show all visual aspects of the issue.

Once you have uploaded the video, send us the video URL, and we can watch the video and assist in the situation.

 

Incorrect AC Adapter

If you purchase an item that has an electrical AC connection we send an adapter suitable for your country, if we did not send one or you received the incorrect adapter, please contact our support team with the order number and we will send you the correct adapter.

 

Receive the Refund

Once we have approved the refund via email, your money will be refunded. The estimated time for the refund to appear in your account is based on the payment method you used the expected processing times are shown below.

  

Payment Method

        Refund Time Once Approved

Credit Cards

Refund within three business days, but the bank processing may take a little bit longer to show in your account.

PayPal

Within three business days

 

We will email you once we have approved the refund.

 

Spare Parts

If you need spare parts, contact our support team, and we will find if those particular parts are available.

 

Enjoy online shopping with SunnyBunny!