Returns
Returns can be made by mail within 30 days after receipt of your goods except otherwise stated. To return a good by mail, follow the following procedure:
Start a return from our returns page to receive a Return Authorization Number (RAN) and prepaid return label where necessary. Pack your goods, attach the return label slip and shipping label that was in your package. Go to your nearest post office to post the item.
We will investigate your return within 3-5 working days of receiving your postage and issue a refund accordingly within this period. This will not include the cost of return postage except if we deem you to have received the wrong or defective item.
All items should be returned in their original state except if you received a defective or wrong item.
Refunds for Goods
Refund requests must be made within 30 days after receipt of your goods, except otherwise stated.
We accept refund requests for goods sold on our Site for any of the following reasons:
- Good is broken/defective;
- Good does not match description;
- Good is the wrong size;
- Purchaser changed their mind; or
- Good does not meet the purchaser’s expectations.
Refunds do not apply to the following goods:
- Pre-recorded and recording media e.g. CDs, DVDs, Memory cards/sticks;
- Bedding products e.g. mattresses, mattress toppers, duvets, pillows, sleeping bags, camping beds, sofa beds.;
- Personal and personal grooming products e.g. hair accessories and styling products, shavers, waxing kits, electric toothbrushes, etc; which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items; and
- Custom made goods cannot be returned unless faulty.
You will receive a full refund for your order to your original payment method within 3-5 working days of when we receive the return and deem the reason for your return to comply with our policy.
The following table summarizes the key provisions of your statutory cancellation right as well as our voluntary returns policy and how they compare to one another:
| Statutory Rights | Suswell Returns Policy (as set out by product category below) | |
| Return period | 14 days | 30 days |
| Refund of costs of sending the item back to us if defective, damaged or incorrect item? | Yes | Yes |
Replacements
You can request a replacement from the returns page if you received a damaged, defective, incorrect item from us.
A replacement order, with the same shipping speed that was used on your original item, will be created. Use the return label provided to you to send your original item back. You’ll need to return the original item within 30 days to avoid being held liable for the costs of both the original and replacement items.