Refund policy
Returns & Refunds Policy
30-Day Returns
We offer a 30-day return window, meaning you can request a return within 30 days of receiving your order.
To be eligible for a return, items must be:
- Unused and in their original condition
- In the original packaging
- Accompanied by proof of purchase
Starting a Return
To request a return, please contact us at info@shopsustaine.com.
If your return is approved, we will provide instructions on how and where to send your item.
Please note that returns sent without prior approval will not be accepted.
Damaged or Incorrect Items
Please inspect your order upon arrival.
If your item is damaged, defective, or incorrect, contact us as soon as possible so we can resolve the issue promptly.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including:
- Personal care products once opened or used
- Custom or personalised items
- Sale items and gift cards
If you are unsure, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original order (if eligible) and place a new order.
EU 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.
Items must still meet the return conditions outlined above.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 10 business days.
Please allow additional time for your bank or payment provider to process the refund.
If you have not received your refund within 15 business days of approval, please contact us at info@shopsustaine.com.