Return Policy

RETURN & REFUND POLICY

Susan´s collection

Order Confirmation & Agreement

By placing an order on our website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you confirm that:

  • You have reviewed and accepted the return conditions and deadlines

  • You agree to follow the return procedure described below

  • In the event of a dispute or chargeback, this policy and all related order records will be used as evidence

Returns

If you are not completely satisfied with your order, you may return eligible items within 30 days of delivery, as long as the conditions below are met.

Return Conditions

To qualify for a return:

  • Items must be unused, unworn, and unwashed

  • Items must be in their original condition and packaging

  • Only normal inspection and handling is allowed

  • Return shipping costs are the responsibility of the customer

Returns are processed within 7 business days after we receive your package.

We reserve the right to refuse any return if the product shows signs of misuse, damage, or wear not caused by us.

How to Start a Return

To request a return:

  1. Email us at Susans-collection@gmail.com within 30 days of delivery

  2. Include the following details:

    • Your order number

    • Reason for return

    • Photos (if the item is damaged or defective)

    • Your full name and shipping address

  3. Wait for our return instructions before sending anything back

⚠️ Do not send items back without approval. Unauthorized returns may be refused.

We strongly recommend using a tracked shipping service and keeping your shipping receipt until your return has been processed.

Damaged or Defective Items

If your item arrives damaged or faulty, contact us within 2 days of delivery at Susans-collection@gmail.com and include:

  • Your order number

  • A short description of the issue

  • Clear photos or a short video showing the problem

After verification:

  • We may send a replacement depending on stock and situation

  • In some cases, a return will not be required

Replacements are typically processed within 7–14 business days.

Lost or Undelivered Orders

If your package is lost in transit:

  • Contact us with your order number and tracking details

  • We will assist you in filing a claim with the shipping carrier

  • Once confirmed lost, we will arrange a replacement or refund

If a package is:

  • refused at delivery

  • unclaimed

  • or returned due to an incorrect address

a $35 CAD fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Withdrawal Rights

You may cancel your order within 30 days of receiving your item in accordance with consumer protection laws.

Please note:

  • Orders cannot be stopped once they have been shipped due to automated fulfillment

  • If already shipped, you must wait for delivery and then request a return

To cancel an order before shipment, email Susans-collection@gmail.com with your request.

Return shipping costs remain the responsibility of the buyer.

Chargebacks & Disputes

If there is an issue with your order, contact us first — we are committed to resolving everything quickly and fairly.

If a chargeback is filed, we will provide your bank with supporting evidence including:

  • Order confirmation

  • Shipping and tracking data

  • Email communication and photos

Submitting a chargeback without contacting us first may delay resolution and may impact your ability to order from us in the future.

Important Information

  • All returns must be shipped to our central warehouse in Asia, at the customer’s expense

  • We are not responsible for shipping delays or customs issues

  • Hygiene-sensitive items that are used or returned in unsanitary condition will not be accepted

  • Return shipping is not free — handling and shipping fees apply

Contact

If you have any questions about this Return Policy, please contact our support team:

📧 Susans-collection@gmail.com

We are always here to help you.