Refund Policy

1. All Sales Are Final (“AS-IS”)

We sell merchandise in liquidation lots, pallets, and containers. The condition of these items can vary (ranging from brand new overstock to salvage customer returns). Unless otherwise explicitly stated in writing on the product page or invoice, all products are sold “AS-IS”. We do not accept returns, refunds, or exchanges for change of mind, buyer remorse, or if the merchandise condition does not meet your personal preferences.

2. Damaged or Lost Shipments in Transit

While we pack cargo securely in cases, gaylords, or shrink-wrapped pallets, carrier accidents can occur.

• Reporting Timeframe: You must notify our customer support team of any transit damage or lost cargo within 7 days of delivery.
• Proof of Damage: To process a claim, you must document the damage with photographs before unloading, and write a detailed description of the damage on the carrier’s Delivery Receipt (POD / Bill of Lading) before signing off on the shipment.
• Claims Processing: If we determine the carrier is at fault and the damage is documented correctly on the carrier’s paperwork, we will work with you to file a claim with the shipping company and issue a proportional credit or replacement if the claim is successful.

3. Manifest Discrepancies

Due to the wholesale nature of liquidation, manifests (if provided) are intended as approximate guides.

• 15% Discrepancy Margin: We allow a standard variance of 15% in total value, quantity, or category breakdown. Discrepancies under 15% are normal in the liquidation industry and are not eligible for refunds or adjustments.
• Filing a Discrepancy Claim: If a manifest discrepancy exceeds 15% in item value, you must submit a detailed claim to our support team within 7 days of delivery. The claim must include a spreadsheet detailing the missing/incorrect items, purchase price, and photographic evidence.
• Resolution: If verified, we may at our sole discretion offer a partial refund, store credit, or a discount code on your next purchase to cover the verified deficit exceeding the 15% allowance.

4. Exceptions and Approved Returns

In rare instances where a return is authorized as an exceptional circumstance by our management in writing:

• Restocking Fee: A restocking fee of 20% of the purchase price will be deducted from the refund.
• Shipping Costs: The customer is solely responsible for arranging and paying for all return shipping and freight fees. Original shipping fees are non-refundable.
• Merchandise Condition: Authorized returns must be received in their original packaging, unopened, and in the exact condition they left our warehouse. Any items that have been opened, sorted, or altered will be rejected, and no refund will be issued.

5. Cancellations

Once an order has been paid and enters processing or shipping, it cannot be canceled or modified. If you request a cancellation before processing begins, please contact our support team immediately. We will do our best to stop the order, but we cannot guarantee cancellation. If a cancellation is successfully processed before shipment, it may be subject to a 5% merchant processing fee.

6. How to Submit a Claim

To file a claim for damaged transit cargo or manifest discrepancies, please email info@suncitypalletsliquidation.com with:

• Your Name and Order / Invoice Number
• A description of the issue (damage, missing items, etc.)
• Clear photos of the pallets/boxes before unloading, photos of the individual damages, and a scan/photo of the signed Delivery Receipt detailing the issue.

We review all claims within 3-5 business days and will contact you via email with our determination.