Returns

SUSSAN REFUNDS AND EXCHANGE OF GOODS - TERMS & CONDITIONS

1. Your right to a refund of purchase price

1.1 You are entitled to a refund for items you purchase from Sussan if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or

(b) not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or

(c) not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide Sussan with proof of purchase, such as your original Sussan receipt or bank statement. If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.

1.2 Sussan reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

1.3 If you are entitled to a refund but you would prefer to exchange the item or receive a Sussan gift card of equivalent value to the item, Sussan is happy to exchange or give you the gift card instead of a refund.

2. Sussan 'Change of Mind Policy'

2.1 Sussan is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

2.2 However, under our own Sussan 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

(a) you return the item within 14 days from the date of purchase (or for online purchases, from the date you receive it); and
(b) the item is unworn and in its original condition; and
(c) all original labels and tickets are attached to the item; and
(d) you provide an original Sussan receipt as proof of purchase; and
(e) sale merchandise will only be exchanged, not refunded.

2.3 The Sussan 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:

(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery

Within Australia:
You can return online products to any of our Sussan stores provided you return them within 14 days from the date you receive them, unworn and in their original condition with labels/tickets attached and with our original receipt. You cannot return earrings, cosmetics, lingerie or hosiery. See our Store locations.

You can also return products bought from our online store back to our online store for free. To do this, simply follow the instructions below:

- Fill out our Online Returns Form (located at the bottom of the page, under the Delivery & Returns heading).
- Fill out your details on the online returns form, including your order number, what you are returning and whether you want an exchange or refund.
- You will be asked to enter a Returns Authorisation Number. Your Returns Authorisation Number is the same as your Order Number.
- Print out the label and attach it to the blank satchel provided with your order. You must include the original receipt with your return.
- Drop the parcel off in any Australia Post mail box or at any Australia Post Office.
- Once we receive your parcel we will process your return and you will receive a confirmation email. Refunds will be credited against your original method of payment, excluding delivery charges.

We will be able to track your order once it has been scanned by Australia Post so you can be reassured your return will be received.

International:
You can return online products to our Sussan online store provided you return them within 14 days from the date you receive them, unworn and in their original condition with labels/tickets attached and with our original receipt. You cannot return earrings, cosmetics, lingerie or hosiery.

Unfortunately we can’t accept international exchanges. If you wish to exchange your purchase, you will need to return it for a refund and place a new order.

Return orders must include:
- Your completed return form (included with parcel)
- Original receipt

Please send your return to the address below:
Sussan Online
Gate 3 Building 9
49 – 69 Byron Road,
Yennora
New South Wales 2161
Australia

We recommend you send your goods back using a trackable delivery service as Sussan does not accept responsibility for items lost in transit. Once we receive your parcel we will process your return and you will receive a confirmation email. Refunds will be credited against your original method of payment, excluding delivery charges.

Within Australia:
You can exchange products at any of our Sussan stores provided you return the items within 14 days from the date you receive them, unworn and in their original condition with labels/tickets attached and with our original receipt. You cannot exchange earrings, cosmetics, lingerie or hosiery. See our Store locations.

You can also return products bought from our online store back to our online store for free. To do this, simply follow the instructions below:

- Fill out our Online Returns Form (located at the bottom of the page, under the Delivery & Returns heading).
- Fill out your details on the online returns form, including your order number, what you are returning and whether you want an exchange or refund.
- You will be asked to enter a Returns Authorisation Number. Your Returns Authorisation Number is the same as your Order Number.
- Print out the label and attach it to the blank satchel provided with your order. You must include the original receipt with your return.
- Drop the parcel off in any Australia Post mail box or at any Australia Post Office.
- Once we receive your parcel we will process your return and you will receive a confirmation email.

We will be able to track your order once it has been scanned by Australia Post so you can be reassured your return will be received.

If the item you wanted to exchange is no longer available online we will give you a full refund provided it complies with our Returns Policy.

International:
We do not currently accept exchanges for international orders. If you wish to exchange your purchase, you will need to return it for a refund and place a new order.

If the item you wanted to exchange is no longer available online we will give you a full refund provided it complies with our Returns Policy.

Within Australia:
We have a flexible Returns Policy to make online shopping easy and convenient.

If you wish to return an item we will offer an exchange or refund (excluding delivery charges) provided you return it within 14 days from the date you receive it, unworn and in its original condition with labels/tickets attached and with our original receipt. You cannot return earrings, cosmetics, lingerie or hosiery.

For full details please see our Returns Policy.

International:
If you wish to return an item we will offer a refund (excluding delivery charges) provided you return it within 14 days from the date you receive it, unworn and in its original condition with labels/tickets attached and with our original receipt. You cannot return earrings, cosmetics, lingerie or hosiery.

For full details please see our Returns Policy.

Unfortunately, once your order has been placed we are unable to cancel or change your order.  However, once you have received your goods you can return or exchange them (exchange available for Australian orders only). Please see our Returns Policy for more details.

We’re very sorry if we’ve made a mistake.

If you asked for an exchange and we gave you a refund instead, this may have been because we were unable to give you the item you requested in exchange. We automatically issue a refund if this happens so you can purchase another item you like instead.

If we sent you an item in exchange and you requested a refund, please contact us so we can fix the mistake.

If you think you’ve been refunded an incorrect amount, please contact us and we will solve this problem as soon as we can.

We’ll send you an email letting you know as soon as we receive your returned goods and have processed your refund or exchange. If you haven’t received this email within 10 days of posting your parcel to us, please contact us.

Sussan gift cards are non-refundable, non-transferable and cannot be redeemed for cash.

However, gift cards are valid for a six month period and can be used in conjunction with any sale in store (unfortunately, at the moment gift cards cannot be redeemed in our online store).