Sussan

Your right to a refund of purchase price

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.

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

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.

Sussan 'Change of Mind Policy'

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.

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 tax invoice as proof of purchase; and
(e) sale merchandise will only be exchanged, not refunded.

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

If, for any reason, what you’ve purchased is not suitable we are happy to offer you a refund (or exchange in store).

• You must return any items within 14 days of receiving your parcel. 
• We can only accept returns if items are unworn and in their original condition with labels/tickets attached. 
• For hygiene reasons you cannot return earrings, cosmetics, lingerie or hosiery. 
• For in store returns you must show the tax invoice for your order. 
• All returns must comply with our full Returns Policy

Australian Returns

To return items free to our online store, please follow the steps below:

• Go to https://returns.auspost.com.au/sussan or click the ‘Online Return Form’ in the site footer below.
• Fill out your return details.
• Print your return label and attach it to the black satchel provided with your order (the label will also be emailed to you). Don't have a printer? No problem. You can print your label at a post office - just show the confirmation email on your mobile device and they can print it for you.
• Fill out the bottom section of the return form that came with your parcel and include with your return.
• Then lodge your item at a post office, or drop it into a red street posting box (if size permits). Take your parcel to the counter at the post office if you want a lodgement receipt with a parcel tracking number. 

Once we receive your parcel we will process your return and you will receive a confirmation email.

Click & Collect Returns

You can return any items from Click & Collect orders in store or by using our free return service for Australian orders online (see above).

For more infortmation on Click & Collect, please see full FAQs here

International Returns

Please send your return to the address below:

Sussan Online
Gate 3 Building 9
49 – 69 Byron Road,
Yennora
New South Wales 2161
Australia

All returns must include your completed return form (included with your order)

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.

We have a flexible Returns Policy to make online shopping easy and convenient. If you wish to return an item we will offer a refund or exchange (in store only) provided you return it within 14 days from the date you receive it, unworn and in its original condition with labels/tickets attached. You cannot return earrings, cosmetics, lingerie or hosiery. if you return in store you must show your order Tax Invoice.

For full details please see our Returns Policy.

Unfortunately we can’t accept online exchanges at this stage; however you can take your item into any Sussan store for an exchange (within Australia). Please show your order Tax Invoice for any in store 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.

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 them for a refund. For full details please see our Returns Policy.

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. 

Please note, VIP Vouchers and Promo Codes are non-refundable. For online orders, the discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price less the apportioned discount amount.

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. If you haven’t received this email within 10 days of posting your parcel to us, please contact us.

Please note, during peak periods such as VIP sales, Mother's Day and Christmas, you may experience a delay in processing your refund. We apologise in advance for any inconvenience.

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

However, gift cards are valid for a twelve 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).