General Returns Policy

We stand behind all the products sold by Sundial Home Products LLC (Sundial).

We want you to love your purchase. That’s why we created a hassle-free replacement-item and easy-to-follow return policy.

 Most damaged or defective items can be returned for an exact replacement if claim is placed within 48 hours of delivery. Items must be in its original condition and undamaged packaging to be accepted. We require customers to provide pictures of their unopened package when received and pictures of the product after they open it as part of return policy. The instruction for receiving freight that is attached to your order confirmation email must be followed. You can request to cancel your order within 30 minutes of placing your orderby accessing your dashboard on www.SundialHome.com/dashboard and filing your claim online. Items processed cannot be cancelled. Delays in shipment are not cause for cancellation.

A few items cannot be returned:

1. Clearance items

2. Gift cards

3. Customized items

4. Items bundled at a discount like 4 for $40

5. Items marked “non-returnable”

6. Items you assembled or installed or used

 

Damaged or Defective Items or Wrong Item Shipped

Don’t worry, we replace all damaged or defective or wrong shipped items with an exact replacement and return shipping is on us. 

Processing damage claims may take longer than expected depending on vendors' protocols.  

Please write any marks of damage to the packaging on the receipt document that you sign at the time of delivery - it is crucial for all damage claims and it is required by all vendors, insurance companies and shipping companies to honor damage claims and have a valid claim to submit. Remember, it’s your responsibility to make sure you note any damage to the box or the produt on the delivery receipt, take many photos, and promptly report your claim within the required timeframe of 48 hours from the delivery date. Failure to comply with the Instructions for Receiving Freight will result in denial of your claim. All electrical products such as lights and fans must be installed by a licensed electrician to be qualified for defective claim. If we decide that the item is not required to be returned to our warehouse, you will be advised if the item needs to be donated to a charity organization as the part of damage or defective claim process.  

 

Here’s how to get started:

You have 2 days from the receipt of merchandise to file your damage, defective or missing-parts claim online by accessing your dashboard on www.SundialHome.com/dashboard. 

Unable to Deliver Product 

Customer is responsible to double-check the accuracy and suitability of the delivery address provided during the ordering process. If a delivery attempt is unsuccessful due to customer not being home to receive the product as requested and scheduled by customer, or structural deficiencies at the provided address, such as inaccessible roads, lack of proper signage, or any other factors such as small elevators or spaces that prevent our delivery team from safely completing the delivery, Sundial will not be held responsible for the failed delivery attempt. In such cases, customers will not be eligible for a refund, and the order will be considered delivered, with any additional delivery attempts subject to an additional second delivery fee plus storage fees.  

Rugs and Velvets

Handmade and machine-made rugs are not to the exact size as specified by vendors – sizes are approximate and are within 1% to 3% deviation to the specified size on the product page. The size variation and deviation of 1% to 3% is normal in the rug industry for handmade and hand tufted rugs. Rugs not having an exact size to inches as specified by manufacturers on the website do not qualify for a return. Creases in velvets are not considered defects.

Natural Stone in Products 

As it relates to all Natural Stone materials, unique veining, pitting, fissures, micro-cracks and color variations are all characteristics that add to the uniqueness and beauty of each piece.

Finishes and Colors

Colors appear different under varying light intensities because the amount of light reflected from an object affects how our eyes perceive its color, with colors appearing darker and less saturated in dim light and brighter and more saturated in bright light. Finishes and colors displayed on your viewing device online may not accurately represent the true color. 

Returns (Buyer’s Remorse)

If your item is damaged, missing parts or wrong item shipped, don’t worry, we will send you an exact replacement at no cost to you. All return requests do require obtaining a Return Material Authorization (RMA) from Sundial. Return requests must be submitted online within 24 hours of receiving the merchandise by accessing your dashboard on www.SundialHome.com/dashboard. All shipping costs will be deducted from your refund plus a 30% restocking fee and additional 3% credit card processing fee. Your return confirmation email will include a shipping label. Print this shipping label and bring the package to a nearby drop-off location of FedEx, UPS or USPS. For special carriers (large, heavy, or fragile items), request your return in the same way listed above and pickup will be scheduled.   

 

Missing or Incomplete Orders

Most missing orders are found within a few days of expected delivery. If your order status says delivered but you haven’t received your package, follow these steps:

• Confirm your shipping address

- Your shipping address is listed under “Deliver to” on the My Orders page

• Check your mailbox, or anywhere else you receive mail

- If the item you shipped is small enough, some carriers may place it in your mailbox

• Check the various entrances of your home

- In an effort to protect from theft, the driver may have left your package in a safer place. Be sure to check your front porch, garage area, back porch, around your grill, and even bushes.

• Check with others at your address or with neighbors

- They might have accepted the package to protect it from theft or bad weather conditions

• Check for a notice of attempted delivery

- This notice will have more information on details and recovering your package

• Give it a little more time – 6 days recommended
• We are not responsible for stolen items at your property - file a claim with your insurance company.

- Some carriers will scan items as delivered prior to arrival. Wait 2 days to account for this. Thanks for your patience! If it has already been 2 days past your scheduled delivery and your package is still missing, you can follow these steps:

 Title and Risk of Loss.

Title and risk of loss passes to Buyer upon delivery of the Goods at the Delivery Point.

Contact the carrier

• Use your tracking number to start a claim with the carrier (FedEx, UPS, etc.)
• To contact FedEx, call 1-800-463-3339
• For UPS, submit a claim or call 1-866-742-5877 

 

Changing Account Information

Visit My Account to update your information. From there you can change your:

1. Password

2. Email address

3. Shipping address

4. Phone number for text notifications

5. Membership plan

 

Promo Codes, Store Credit, and Gift Cards

Promo Codes

Promo codes can be applied to your order during checkout. Promo codes are applicable to most products, but there may be some restrictions. Restrictions may include time frame, type of product, or a specific brand. Product eligibility details are listed along with your promo code.

 

Store Credit

Store credit never expires! All registered customers earn generous Cash Back on each purchase and may receive credit from us as special promotions. Cash Back can be earned on most products, and can be used as a discount on your next purchase. Cash Backs can only be used towards purchases. Your cash Back will appear on the top right corner of your screen, when you log in, and can also be seen in your account details in My Account.

 

Gift Cards

To apply a gift card, during the checkout process, you will be prompted to enter your gift card code and the amount will be applied towards your purchase. Gift cards never expire. Just apply the credit amount at checkout when you are ready to use it! Visit My Account to see your remaining balance.

 

Fraudulent Charge Back Claims

Fraudulent charge-back claims will wave all claims with SundialHome.com and will be subject to recovering the initial $25 fee charged by the credit card company to process the claim, as well as recovery of our incurred administrative expenses (Minimum $400) plus all other expenses caused and assessed due to the claim. All fraudulent charge-back claims will go to collections.

 

Rejecting Shipment Without Authorization

Rejecting delivery of your order without an RMA number (Return Material Authorization) issued by Sundial will be treated as Goods Delivered. If for any reason Buyer fails to accept delivery of any of the Goods or if Sundial is unable to deliver the Goods at the Delivery Point on such date because Buyer has not provided correct address, appropriate instructions, documents, licenses or authorizations: (i) risk of loss to the Goods shall pass to Buyer; (ii) the Goods shall be deemed to have been delivered; and (iii) Sundial, at its option, may store the Goods until Buyer picks them up, whereupon Buyer shall be liable for all related costs and expenses (including, without limitation, storage, insurance and additional shipping charges to ship back to customer again).