Refund policy

Return & Exchange Policy – Suzana 

Our Promise

Your satisfaction is our priority. At Suzana , we aim to provide a clear and flexible return & exchange policy so you can shop with confidence.

🔁 Return & Exchange Period

You may request a return or exchange within 7 days from the date of receiving your order If a defect is found in the product. 

To be eligible, the item must be:

  • Unused and in its original condition
  • Returned with the original box
  • All tags, stickers, or barcodes attached
  • All included accessories returned

📦 Conditions for Return or Exchange

Requests will be accepted only if:

  • The item has not been used or worn outside
  • There are no scratches, damages, or signs of use
  • The item is returned in its original packaging
  • The order invoice or proof of purchase is provided

💵 Shipping Costs

  • Exchange: The customer is responsible for shipping fees (return + reshipping), depending on the courier and location.
  • Return: The shipping cost will be deducted from the refunded amount.

In case of a manufacturing defect, SUZANA will cover all shipping costs.

🛍️ Non-Returnable Items

Returns or exchanges are not accepted for:

  • Heavily discounted items (Final Sale)
  • Used items or items without original packaging
  • Custom-made or special orders

🧾 Refund Process

Once the returned item is received and inspected:

  • Refunds are processed within 3–7 business days
  • Refunds are issued via Vodafone Cash, bank transfer, or the original payment method

📝 How to Request a Return or Exchange

Please contact customer service with the following details:

  • Full name
  • Phone number
  • Order number
  • Clear photos of the item
  • Reason for return or exchange

Our team will contact you shortly to arrange pickup.

❗ Defective or Incorrect Items

If you receive an item that is defective or not as described:

  • Please take clear photos within 24 hours of delivery
  • Send the photos to customer service

The return or exchange will be handled at our expense.

📞 Contact Us

For any questions regarding returns or exchanges, please contact us via:

WhatsApp: 01109531988