Refund policy
Refund and Return Policy
All sales are final except as outlined below. Returns are accepted only in strict compliance with the following conditions.
Return Window
Return requests must be submitted within 60 calendar days from the date the product was delivered. No returns will be accepted after this period. The delivery date is determined by carrier tracking records.
How to Request a Return
To initiate a return, email support@sueniaco.com with the following:
- Your order number and date of purchase
- A detailed description of the reason for the return
- At least 3 clear photographs of the product in its current condition from different angles
- At least 2 photographs of the original packaging including all labels and seals
We will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number within 7 to 10 business days. No product may be returned without a valid RMA number. Returns shipped without an RMA will be refused.
Product Condition
To be eligible for a return, the product must be unused, in its original sealed packaging with all tags, labels, inserts, accessories, and seals intact. Products must be free of stains, odours, moisture, pet hair, dust, or any other evidence of use. Products that have been opened, washed, or used in any manner may be subject to a partial refund or denial at our discretion.
Return Shipping
The customer is responsible for all return shipping costs including postage, insurance, and tracking. We do not provide prepaid return labels. Returns must be shipped using a trackable and insured method. Products must be received at our return centre within 10 calendar days of RMA issuance or the RMA will expire. The customer must provide the tracking number to support@sueniaco.com within 24 hours of shipping the return.
Restocking Fee
A restocking and processing fee of $45 USD will be deducted from all approved refunds. This fee covers original outbound shipping costs, product inspection, sanitisation, repackaging, and administrative processing.
Defective or Incorrect Products
If your product arrived defective, damaged during transit, or is materially different from what was ordered, the restocking fee may be waived at our discretion. You must provide photographic or video evidence of the defect within 48 hours of delivery. Claims submitted after this window will be processed under the standard return policy including the full restocking fee.
Refund Processing
Once the returned product is received, we will inspect it within 10 business days. If approved, the refund (less the $45 USD restocking fee and any other applicable deductions) will be processed to the original payment method within an additional 5 to 10 business days.
Denied Returns
We reserve the right to deny any return if the product shows signs of use, damage, missing or opened packaging, alteration, or missing accessories or documentation. If a return is denied and the customer wants the product shipped back, a $35 USD return shipping fee applies and must be requested in writing within 7 calendar days of the denial notification.
Non-Refundable Items
The following are non-refundable: digital downloads and digital gifts, complimentary or promotional products, gift cards and store credits, products marked as final sale, and products purchased during promotional events where non-refundability was disclosed.
Exchanges
We do not offer direct exchanges. To exchange a product, please initiate a return and place a new order separately.
Order Cancellation
Orders may be cancelled within 2 hours of placement if the order has not yet entered the fulfilment process. To cancel, email support@sueniaco.com with your order number. Orders that have already been processed or shipped cannot be cancelled and must follow the return process above.
Questions?
Contact us at support@sueniaco.com for any return or refund inquiries.