Return & Exchange Policy

Return & Exchange Policy

At Sussi, we are committed to providing high-quality products and exceptional service. If you are not fully satisfied with your purchase, please review our return and exchange policy below for guidance.

General Return & Exchange Policy 

  • For regular (non-customized) products, you may request a return or exchange for a sizing issue within 15 days of receiving your order. You are responsible for shipping costs for returns or exchanges unrelated to quality issues. We also accept requests for quality issues within 15 days of receipt.
  • Returns or exchanges not due to quality issues will require the customer to cover return shipping costs.

Product Conditions for Returns & Exchanges 

To qualify for a return or exchange, items must meet the following conditions:

  1. Brand-new condition: Items must be unused and unwashed.
  2. Original packaging: Items must remain in their original packaging, including any protective wrapping.
  3. Tags intact: All original tags, labels, or any additional accessories must be attached and undamaged.
  4. No alterations: Items must not show signs of wear, washing, or any alterations.
  5. Resalable condition: The product must not be stained, torn, or damaged in any way that impacts its resale value.

Note: Sussi reserves the right to refuse returns or exchanges for items that do not meet these conditions.

 

Customized Products 

  • Customized products are non-returnable and non-exchangeable except in cases of craftsmanship or material defects.
  • For custom items with sizing issues, we offer a $50 tailoring fee reimbursement to assist with local adjustments. Proof of tailoring expenses will be required for reimbursement.

 

How to Initiate a Return or Exchange 
  1. Contact Us: Email support@sussiland.com with your order number, reason for return/exchange, and photos (if applicable).
  2. Approval Process: Once approved, we will provide instructions for return shipping.
  3. Return Inspection: Returned items will be inspected upon arrival to ensure compliance with the above conditions.
  4. Processing: Refunds will be processed within 5-7 business days, and exchanges will be shipped within 5-10 business days after inspection.

 

Refund Process 
  • Refunds will be issued to the original payment method. Shipping fees (if any) are non-refundable.

 

Delivery Time Exceeded or Lost Orders 

If your order has not arrived within the estimated delivery timeframe, please contact us at support@sussiland.com for assistance.

 

Need Assistance? 

If you have any questions or require further clarification, we’re here to help:

Email: support@sussiland.com
Phone: +1 857 309 5999
Address:
JTAGEN TRADING LIMITED
UNITS A & B 15/F NEICH, 128 Gloucester Road, Wan Chai, HK

Thank you for your understanding and for choosing Sussi!