Gabrielle

Hi Gabrielle,

Thank you for taking the time to share your feedback.
We’d like to clarify a few important points to ensure transparency for everyone reading this.

Our return policy clearly states the designated return warehouse addresses, which are publicly listed and apply equally to all customers. You mentioned that we refused your return, but the official documentation from German customs stated:

“The above-mentioned shipment addressed to you from outside the EU could not be declared to customs for duty- and tax-free clearance by us due to incomplete information provided by the sender.”

This indicates that the return parcel was missing required information during shipment — an issue that, unfortunately, must be handled by you at the time of posting. This is not an error on our part. We are not shifting responsibility, but rather trying to assist wherever possible.

We have actively communicated with you and consistently offered solutions. However, your position has changed multiple times, making it difficult to reach a clear and effective resolution.

On June 13, you recognized your own mistake and requested that we handle the return in Hong Kong instead. As previously explained, our Hong Kong facility is a shipping warehouse only, not a return center — and the two serve different logistical purposes. However, to support you, we made a special arrangement to have our team receive the return parcel in Hong Kong and prepared all necessary customs documentation in advance. We also shared the agreed-upon return address with you on June 20.

However, you later changed your mind, asking for a full refund without returning the goods, which we believe is an unreasonable demand. Despite this, we have remained in contact with you because we truly care about resolving the matter to your satisfaction.

We are sorry that your experience did not meet expectations, but we want to assure you and others reading this that we are acting fairly and respectfully in line with our policies and responsibilities.

Thank you again,
Lea
Sunfere Support Team

Dear Gabrielle,

We’re very sorry to hear that you were dissatisfied with your experience, and we appreciate the opportunity to clarify the situation.

Sunfere is a legitimate business with over 15,000 satisfied customers globally, and we take customer service and transparency very seriously.

To ensure fast delivery, we operate shipping warehouses in Germany, the UK, the US, China, and Australia. However, our return warehouses are only located in Germany, the UK, and the US, which is clearly stated in our Return Policy and reiterated in the return instructions we send to every customer. This policy applies equally to all our customers, regardless of origin or destination.

In your case, because your shipping address was in Taiwan, we fulfilled your order from our nearest available warehouse in China, as this is the fastest and most efficient option.

When you initiated the return, we clearly communicated the potential complexities and costs of returning goods internationally to the EU. Unfortunately, your return parcel was held by German customs due to the sender’s declaration requirements, as stated in the official notice:

“The above-mentioned shipment addressed to you from outside the EU could not be declared to customs for duty- and tax-free clearance by us due to incomplete information provided by the sender.”

As a result, customs clearance could not proceed, and the package was returned back to you. While we are not responsible for customs decisions or fees beyond our control, we offered a rare exception: allowing you to keep the items while issuing a refund to resolve the matter amicably. We deeply regret that this gesture did not meet your expectations.

We regret that this resolution did not meet your expectations and remain open to further communication should you wish to discuss a mutually agreeable outcome.

Sincerely,
Sunfere Customer Support Team