Refund Policy

Order Cancellation and Modifications

Cancellation Policy

  • Orders can be canceled prior to shipment.
  • Cancellation requests must be submitted within 12 hours of payment confirmation.
  • Once packaging or shipment has commenced, cancellations can no longer be processed.

Refund Policy
Refunds will be issued under the following conditions:

  • The product fails to arrive within the guaranteed delivery timeframe, is incorrect, or is damaged upon receipt.
  • Customers are required to provide relevant details, including unpacking videos, order number, and full name.
  • For exchanges due to damage, no shipping fees will be charged to the customer.
  • Returns are accepted for products due to buyer’s remorse; however, return shipping costs will be borne by the customer.
  • Refunds are processed upon receipt and inspection of the returned item.

Return Requirements

  • Returns must be initiated within 30 days of purchase or 14 days from the product delivery date.
  • Returned items must be in their original, unused condition with all original components and packaging intact.
  • Return shipping costs are the responsibility of the customer.
  • A cancellation fee of 6.9% of the order value + $1 will apply to all order cancellations to cover administrative and processing costs.

Exceptions for Refunds and Returns
Refunds or replacements will not be issued under the following circumstances:

  • Orders delayed due to factors within the customer’s control.
  • Delays caused by customs clearance issues, natural disasters, or other unforeseen circumstances.
  • The company is not liable for packages confirmed as delivered but lost or stolen after delivery.

Return Policy
To initiate a return, please contact us via email. The product must be unused and in new condition. Return shipping costs are to be borne by the customer.

Exchange Policy

  • Replacement orders are provided at no additional cost if the item is undelivered due to an error by the shipping carrier.
  • For orders shipped to an incorrect address due to customer error, the customer is responsible for the cost of the replacement item.

Refusal of Refunds and Returns
Refunds or returns will not be accepted under the following conditions:

  • Pre-order and custom-made sales are final, except if defective.
  • Orders in transit cannot be canceled.
  • Incorrect customer information that results in delivery failure.
  • Items detained by customs or affected by other unforeseen delays.
  • Returns initiated without prior notification.

Order Delivery Failure

  • Customers will be contacted upon receiving a delivery failure notification.
  • If the customer does not respond within the designated timeframe, and if the provided email information is incorrect, the package may be destroyed, and the company will not be held liable for any resulting losses.

International Shipping

  • International shipping may incur customs fees, which are the responsibility of the customer.
  • We recommend reviewing your cart and shipping details carefully to avoid potential cancellations or return requests.

For any inquiries or clarifications, please contact our customer service team at service@shopstussywear.com.