Refund policy


 

Our return policy is valid for 14 days. If 14 days have passed since your purchase was delivered, unfortunately we cannot offer a refund or exchange.

To complete your return, we require a receipt or proof of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Please note that we do not accept returns or exchanges for items purchased on sale, at a discounted price, or with a coupon.

Cancellation / Change of Order

If you wish to cancel or change your order, you have 12 hours to do so.

You must contact us immediately by email at support@bysusanaustralia.com or through the Contact page on susanaustralia.com.

After 12 hours, we cannot cancel your order as it may already be processed or shipped.

Refunds for canceled orders typically take 1–5 business days, depending on your payment method.

  • PayPal refunds are usually processed instantly.

  • Credit/debit card refunds may take slightly longer depending on your bank.

Please ensure that your shipping address is correct, as Susan Australia is not responsible for errors in the address provided.

Returns

To be eligible for a refund or exchange, you must first email us at support@susanaustralia.comwithin 14 days of receiving the product, including photos of the damaged or incorrect item.

After reviewing the request:

  • If a replacement product is available, we will send you a new item.

  • If a replacement is not available, we will issue a full refund of the purchase price.

Please contact support@bysusanaustralia.com so we can provide you with our return address.

Once we receive and inspect the returned item, we will process your refund within 1–5 business days.

You may also choose to receive store credit instead of a refund, if you prefer.

Return Shipping

If the return is caused by the customer (for example: change of mind), the customer is responsible for the return shipping fees.

The shipping cost will depend on the shipping carrier chosen by the customer.

If the return is due to an error on our side (for example: damaged item or incorrect product), the customer will not be responsible for return shipping costs.

Late or Missing Refunds

If you have not yet received your refund:

  1. First check your bank account again.

  2. Then contact your credit card company, as it may take some time before the refund is officially posted.

  3. Next contact your bank, as processing times may vary.

If you have done all of this and still have not received your refund, please contact us at support@bysusanaustralia.com.

Lost or Stolen Packages

Susan Australia is not responsible for lost or stolen packages that have been confirmed as delivered to the address provided.

After investigation, Susan Australia will confirm:

  • Delivery address

  • Delivery date

  • Tracking information

  • Shipping carrier details

This information will help the customer proceed with the investigation with the shipping company.

Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need an exchange, please contact us at support@bysusanaustralia.com.

Shipping

Customers are responsible for paying the shipping costs for returning an item, unless the return is due to an error on our side (damaged or incorrect product).

Once we receive the returned item, we will process a full or partial refund of the purchase price, depending on the condition of the returned product.