Refund policy
SUIARA Return & Refund Policy
At SUIARA, we are committed to your satisfaction. We take pride in delivering high-quality footwear that meets our rigorous standards. If you are not completely satisfied with your purchase, we are here to help. Please review the policy below for detailed information on returns, exchanges, and refunds.
1. Return Timeframe
You may initiate a return within 30 days of the delivery date. Return requests submitted after this timeframe may not be eligible for processing. We encourage you to inspect your items promptly upon arrival.
2. Product Condition Requirements
To qualify for a return, items must meet the following criteria:
- Unused and unwashed – in original, sellable condition
- Complete packaging – includes all original boxes, tags, seals, and accessories
- No signs of wear – free from damage, stains, odors, or alterations
Please Note: For hygiene reasons, we cannot accept returns on items that have been worn, washed, or altered. We reserve the right to refuse returns that do not meet these conditions.
3. How to Request a Return
To begin your return, please contact our customer support team:
Email: support@suiara.com
Once your request is reviewed and approved, you will receive a Return Authorization (RA) Number along with step‑by‑step instructions for sending your item back.
Important: Returns sent without prior authorization may be declined or delayed.
4. Return Shipping Responsibility
Shipping costs are determined by the reason for the return:
|
Return Reason |
Shipping Responsibility |
|
Defective, damaged, or incorrect items |
SUIARA will cover return shipping costs and provide a prepaid return label. |
|
Change of mind or non‑defective returns |
The customer is responsible for return shipping expenses. |
Additional Notes:
- Original shipping charges are non‑refundable unless the return is due to an error on our part.
- We recommend using a trackable shipping method for your return, as we cannot be responsible for lost packages.
5. Damaged or Incorrect Orders
Please inspect your order immediately upon delivery. If you receive an item that is:
- Damaged in transit
- Defective in quality
- Incorrect (wrong size, color, or style)
Contact us promptly at support@suiara.com. Include your order number, a description of the issue, and clear photos if applicable. This will help us resolve the matter quickly and efficiently.
6. Exchanges
We offer exchanges only for items that arrive damaged, defective, or incorrect. If your exchange is approved, we will ship the replacement item once the original product has been received and inspected by our team.
For size or color exchanges due to personal preference, we recommend initiating a return and placing a new order for the desired item.
7. Fees & Charges
|
Fee Type |
Amount |
|
Restocking Fees |
None |
|
Handling or Processing Fees |
None |
SUIARA does not charge any additional fees for approved returns or exchanges.
8. Refund Processing
Once your returned item is received and inspected, we will notify you of the approval status via email.
If approved:
- A refund will be issued to your original payment method
- Refunds are typically processed within 7 business days
- Please note that your bank or credit card provider may require additional time to post the credit to your account
9. Contact Information
If you have any questions or need assistance with a return, refund, or exchange, our support team is here to help:
Address: 199 E Pine Forest Rd, Mount Olive, NC 28365, United States
Phone: +1 (252) 664-1755
Email: support@suiara.com
Our support team is available to answer your questions and provide assistance whenever you need it.