1. Overview and Scope
This Refund & Returns Policy (“Policy”) governs refunds, returns, cancellations, and related matters for products and services provided by Sunlight Productions Holdings LLC (“Company,” “we,” “us,” or “our”) through this website and associated sales channels.
This Policy applies to physical products, digital products, and services. By placing an order or engaging our services, you agree to this Policy, our Terms of Use, and our Privacy Policy.
2. General Refund Conditions
Refunds and returns are not guaranteed and are subject to eligibility criteria described in this Policy. Requests that do not meet stated conditions or timelines may be denied.
We reserve the right to refuse refunds or returns where misuse, abuse, fraud, or violation of this Policy is identified.
3. Physical Products
3.1 Eligibility for Returns
Physical products, including musical instrument spare parts and accessories, may be eligible for return if:
- The return request is made within fourteen (14) calendar days of delivery
- The item is unused, uninstalled, and unmodified
- The item is returned in original packaging with all components
- The item is not marked as final sale or non-returnable
Items showing signs of installation, wear, alteration, or damage may be rejected or subject to a restocking deduction.
3.2 Return Authorization Process
To request a return, contact us at support@sunlight.productions and provide your order number, item details, and reason for return.
Returns sent without prior authorization may be refused or returned to the sender.
3.3 Inspection and Refund Issuance
Approved refunds are issued after the returned item is received and inspected. Refunds are issued to the original payment method.
Original shipping charges are non-refundable unless the return results from our error.
4. Digital Products
All digital product sales are final once access or delivery has occurred, except where required by applicable law.
We do not provide refunds for digital products due to compatibility issues, user preference, or failure to review product descriptions.
5. Services and Creative Work
Fees for services, consulting, creative development, and production work are governed by written agreements, proposals, or scopes of work.
Unless expressly stated otherwise in writing, deposits and payments for services are non-refundable once work has commenced.
6. Defective or Incorrect Items
If a physical product is defective or incorrect, notify us within seven (7) calendar days of delivery.
We may require photographic documentation and may offer replacement, repair, or refund at our discretion.
7. Shipping Costs and Risk of Loss
Customers are responsible for return shipping costs unless the return is due to our error. We recommend trackable shipping methods.
Risk of loss passes to the customer upon delivery to the carrier unless otherwise required by law.
8. Chargebacks and Payment Disputes
Initiating chargebacks without contacting us first may delay resolution and may result in account restrictions.
We reserve the right to contest chargebacks and recover associated costs where permitted by law.
9. Non-Refundable Items
The following are non-refundable except where required by law:
- Digital products after access or delivery
- Services already performed
- Custom or special-order items
- Final sale items
10. California Consumer Rights
This Policy is intended to comply with California consumer protection laws. Nothing in this Policy limits rights that cannot be waived under applicable law.
11. Changes to This Policy
We may update this Policy from time to time. Updates become effective upon posting. Continued use of the Site constitutes acceptance of the updated Policy.