Refund policy
We hope you are happy with your order. If something is not right, the policy below explains how to request a return or exchange.
Return Window and Refunds
To request a return or exchange, contact us Monday through Friday within 90 days of receiving your item. We will provide the return address. Once the returned item is received, refunds are issued within 14–21 business days. Email us at support@susucar.com.
Approved returns must be shipped back within 90 days of delivery. Refunds are issued to the original payment method or as store credit only.
Return Eligibility
- Standard returns must be new, unopened, unused, uninstalled, and in the original packaging with all original tags attached.
- The returned item must be in the same condition in which it was received.
- Installed, used, or modified items do not qualify for a standard return and will be reviewed only under the applicable quality or warranty terms.
- Buyer-requested returns, including items ordered by mistake, items no longer needed, and refused deliveries after shipment, are subject to a 20% restocking fee.
- The customer is responsible for return shipping on buyer-requested returns, and original shipping charges are nonrefundable.
- The 20% restocking fee does not apply to verified quality problems, shipping damage, or an incorrect item shipped by SUSUCAR.
Please package the item securely. A return that is damaged in transit because of insufficient packaging might not qualify for a refund.
Reasons for Return
1. Quality Problems
- Provide photos or a video that clearly shows the problem.
- SUSUCAR covers the return postage for a verified quality problem.
- No 20% restocking fee applies to a verified quality problem.
- Please allow 2–3 weeks for inspection and processing. Our technician inspects every returned item. If the inspection confirms a manufacturing defect, the exchange or refund will be issued within 24 hours after the inspection is completed.
- For a standard return, the item must be new and unused with the original tags and packaging. Installed, used, or modified items will be reviewed under the applicable quality or warranty terms.
If you are not satisfied with a product, please contact us. We are committed to providing quality products and customer service.
2. You Ordered the Wrong Item
- Contact us within 90 days of receiving the item.
- The customer is responsible for return shipping.
- Original shipping charges are nonrefundable.
- A 20% restocking fee will be deducted from the refund.
- The item must be new, unused, uninstalled, and in the original packaging with all original tags attached. Used items do not qualify for a return or exchange.
3. You No Longer Need the Item
- Contact us within 90 days of receiving the item.
- The customer is responsible for return shipping.
- Original shipping charges are nonrefundable.
- A 20% restocking fee will be deducted from the refund.
- The item must be new, unused, uninstalled, and in the original packaging with all original tags attached. Used items do not qualify for a return or exchange.
4. Shipping Damage
We use established carriers, including USPS, UPS, and FedEx. Inspect the package when it arrives. Do not sign for a visibly damaged package. If the package is damaged, ask the delivery driver to document the damage and open a shipping damage claim immediately. Send us the shipping damage claim number so we can help you work with the carrier. No 20% restocking fee applies to verified shipping damage.
5. SUSUCAR Shipped the Wrong Item
- The returned item must be in its original condition.
- Email support@susucar.com within 7 days of receiving the item.
- No 20% restocking fee applies.
- After the returned item is received, SUSUCAR will issue a full refund or send a replacement.
6. Cancellations and Refused Delivery
- Contact our sales team as soon as possible.
- You may cancel an order at no charge before it ships.
- If you cancel after shipment or refuse delivery for a reason other than shipping damage, the order will be treated as a buyer-requested return. The customer is responsible for return shipping, original shipping charges are nonrefundable, and a 20% restocking fee applies.
How to Return an Item
- Email photos or a video showing the reported issue, along with a photo of the shipping labels on the package, to support@susucar.com.
- Pack the product securely in its original box, seal the package, and send us a photo of the sealed package.
- Ship the package to the return address provided in our email or message.
- After shipment, send us the shipping receipt or tracking number. If you do not contact us, we cannot assist with the return or refund.
- After our warehouse receives the product, it will verify the condition of the item and arrange the applicable refund.
Thank you for your understanding.