Return & Exchange Policy

We want you to love your purchase. Because many of our items are made-to-order, our returns are limited to issues where we made a mistake or the item arrived damaged.

1. Return Eligibility (Damage or Incorrect Item Only)

We accept returns within 14 days of the date you receive your order only if:

The item arrives damaged, or
The item is materially different from what you ordered (for example: wrong design, wrong size, wrong colorway compared to the listing or your order confirmation).

We do not accept returns or provide refunds for:

Change of mind / buyer’s remorse
Ordering the wrong size, color, or quantity
Minor color variations due to different screen or device settings
Normal characteristics of the materials or printing process (e.g., slight printing or placement variations, small sizing tolerances)
Items that have been used, washed, altered, or damaged by the customer
Orders delivered to the address provided by the customer but refused, unclaimed, or returned due to an incorrect or incomplete address

This policy does not affect any rights you may have under applicable consumer protection laws.

2. Condition of Returned Items

If a return is approved, the item must be:

In the same condition you received it (unworn/unused)
In the original packaging, where possible
Accompanied by your order number and proof of purchase

Items sent back to us without first requesting a return will not be accepted.

3. Exchanges for Damaged or Incorrect Items

If you receive a damaged or incorrect item, we are happy to exchange it for the same item you originally ordered (or the closest available equivalent if that exact item is no longer available).

In some cases, we may offer the choice between:

A replacement/exchange, or
A refund, at our discretion.

4. How to Request a Return or Exchange

To start a return or exchange, contact us within 14 days of delivery at support@suegum-suegum.com with:

Your order number
Clear photos of the item, including the damage or issue
A brief description of the problem

Once your request is reviewed:

If approved, we’ll send you return or replacement instructions and, where applicable, a return shipping label.
If the issue is not consistent with damage or an order error, we may decline the return or exchange in line with this policy.

5. Damages, Defects & Order Issues

Please inspect your order upon delivery and contact us immediately if:

The item is defective or damaged, or
You receive the wrong item.

We may ask for multiple photos (including packaging) to help us investigate shipping damage, quality issues, or potential misuse. This helps us prevent fraudulent claims and improve our quality control.

6. Non-Returnable Items

Unless required by law, we do not accept returns for:

Custom or made-to-order products created specifically for your order
Digital products or downloads
Gift cards
Items purchased on final sale (if marked as such at checkout)

We also do not accept returns for items that pose safety or hygiene concerns once opened/used (e.g., certain personal-use textiles), except where legally required.

If you are unsure whether your item is eligible, please contact us before ordering or before opening/using the product.

7. European Union 14-Day Cooling-Off Period

If your order is shipped to an address in the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, except for:

Custom or clearly personalized items, or
Other items excluded by local law.

For eligible EU returns under this cooling-off period:

Items must be unused, in their original condition and packaging.
You’ll need your receipt or proof of purchase.
Unless the item is damaged or incorrect, you may be responsible for return shipping costs as permitted by law.

8. Refunds

Once we receive and inspect your returned item (where a return is required), we will notify you whether your refund has been approved or denied.

If approved, a refund will be processed to your original payment method within 10 business days.
Shipping costs are generally non-refundable, except where the return is due to our error (damaged or incorrect item).

Please note that your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@suegum-suegum.com.