Returns & Refund Policy
We hope you love every detail you receive from us. If something does not meet your expectations, we are here to help.
Important Summary
- Returns are accepted only for verified damaged, defective, missing, or incorrect products.
- We do not accept returns, exchanges, or refunds for change of mind or other non-quality reasons.
- Personalized and custom products are final sale.
- Shipping damage must be photographed at the time of delivery and reported within 24 hours.
- All order-related questions and claims must be emailed to support@susuwedding.com.
Returns
After an order has shipped, we do not accept returns, exchanges, or refunds for non-quality reasons, except where required by applicable law.
Non-quality reasons include, but are not limited to:
- Changing your mind
- Ordering the wrong product, color, size, style, quantity, or variation
- No longer needing the product
- Event cancellation, postponement, or change of plans
- Personal preference
- Finding a lower price elsewhere
- Color differences caused by screen, lighting, or photography settings
- Failing to review the product description, dimensions, materials, quantity, or specifications
- Failing to allow sufficient delivery time before a wedding or event
- Using a product for a wedding, party, dinner, photoshoot, display, staging, rental, rehearsal, or any other event
Products that have been used, installed, assembled, written on, altered, cleaned, decorated, or used for an event are not eligible for a return, exchange, or refund.
Original shipping charges are non-refundable after an order has shipped, except when a verified error on our part affects the entire order or where otherwise required by law.
Personalized and Custom Products
All personalized, customized, engraved, made-to-order, or specially configured products are final sale.
These products cannot be returned, exchanged, or canceled after production or customization has begun.
This includes products made using names, dates, wording, colors, sizes, quantities, designs, or other information submitted or approved by the customer.
Customer-submitted spelling errors, incorrect dates, incorrect measurements, incorrect quantities, or other incorrect customization information are not product defects.
If we make a verified production or customization error, we will normally provide a correction, reproduction, replacement part, or replacement product. A refund will be considered only when a reasonable correction or replacement is unavailable, subject to applicable law.
Inspection and Shipping Damage
For purposes of this policy, the delivery date and time are generally based on the carrier’s tracking record showing the package as delivered.
Customers must inspect the package immediately at the time of delivery.
If the package appears crushed, torn, wet, opened, punctured, or otherwise damaged, the customer must document the damage before opening, moving, or discarding the package.
The customer must:
- Photograph the unopened package at the time of delivery
- Photograph all sides of the package
- Photograph the shipping label and tracking information
- Photograph the internal packaging immediately after opening
- Photograph or record a video of the damaged product and all affected parts
- Keep the shipping carton, shipping label, internal packaging, and damaged product
- Email the evidence, order number, and description of the damage to support@susuwedding.com within 24 hours of delivery
If the package is handed directly to the customer, visible damage should be photographed before the delivery driver leaves. The customer should ask the driver to record the damage when possible.
If the package is delivered unattended, it must be photographed immediately when the customer first finds it and before it is opened or moved.
If concealed shipping damage is discovered only after opening the package, the customer must stop using or handling the product, photograph the product and all packaging immediately, and report the issue within the same 24-hour period.
Shipping-damage claims submitted after the product has been used, after the packaging has been discarded, after the reporting deadline, or without sufficient evidence may be denied because we may be unable to verify when or how the damage occurred.
Damage limited only to the outer shipping carton, without damage to the product itself, is not considered a product defect.
Defective, Missing, or Incorrect Products
Claims for missing or incorrect products must be submitted within 48 hours of delivery.
Claims for manufacturing defects that were not reasonably visible at delivery must be submitted within 7 calendar days of delivery and before the product is used.
Please contact us, whenever possible, from the same email address used to place the order and include:
- The customer’s full name
- The order number
- The shipping address
- A detailed description of the issue
- Clear photographs or video of the product
- Photographs of the shipping package and shipping label
- Photographs showing all products, quantities, parts, and packaging received
The customer must keep the product and all packaging while the claim is reviewed. The product must not be used, altered, repaired, cleaned, discarded, or further damaged after the issue is discovered.
Submitting a claim does not automatically qualify the customer for a refund, replacement, or other compensation.
Claim Verification
We reserve the right to verify all shipping-damage, defect, shortage, and incorrect-product claims.
Verification may include:
- Requesting additional photographs or video
- Confirming package weight, tracking, and shipment information
- Requesting photographs of labels, packaging, product markings, or all included parts
- Requesting cooperation with a carrier investigation
- Requiring the product to be returned for inspection
- Inspecting the product for signs of use, alteration, misuse, accidental damage, or intentional damage
No refund or replacement will be issued until any reasonably required verification, return, or inspection has been completed.
If we request additional evidence, carrier cooperation, or a product return, the customer must respond within 7 calendar days. If no response is received, the claim may be closed.
Solutions for Verified Problems
For a verified problem, we will normally provide the most appropriate reasonable solution, which may include:
- A replacement part
- A corrected or reproduced product
- Replacement of the affected product or quantity
- A partial refund
- A full refund when a reasonable correction or replacement is unavailable
If a problem affects only one item, component, or part of a multi-piece set, we may replace or refund only the affected item, component, or quantity. A problem affecting part of a set does not automatically qualify the entire set for a refund.
A verified issue will normally be resolved through correction, replacement, or replacement of the affected quantity. A refund will be considered when a reasonable correction or replacement is unavailable, subject to applicable law.
Each verified problem is eligible for one appropriate resolution. A customer cannot receive a replacement, additional products, and a refund for the same issue.
If a return is required for a verified quality problem or order error, we will provide written return instructions and cover reasonable return shipping costs.
Damage and Conditions Not Covered
We do not provide refunds, replacements, or compensation for:
- Improper handling, storage, assembly, installation, or cleaning
- Dropping, crushing, bending, scratching, staining, burning, or water exposure after delivery
- Candle wax, heat, flame, smoke, or soot damage
- Modification, repair, writing, engraving, adhesive, paint, or decoration added by the customer
- Failure to follow product instructions or safety guidance
- Normal wear and tear
- Products used for an event, display, photoshoot, staging, rental, or other purpose
- Accidental or intentional damage caused after delivery
- Missing or discarded parts, packaging, labels, or accessories
- Minor color, texture, finish, shape, or measurement variations consistent with normal manufacturing processes
- Differences caused by screen settings, lighting, or photography
- Delivery delays resulting from insufficient ordering time before an event
Delivery Delays, Lost Packages, and Delivered Packages
Delivery dates are estimates unless a guaranteed delivery service is expressly stated at checkout.
Customers are responsible for allowing sufficient time before a wedding, party, or other event. Reasonable delays caused by carriers, weather, traffic, service interruptions, or circumstances outside our control are not product defects.
If tracking shows that a package has been delivered but the customer cannot find it, the customer must contact us within 3 calendar days and first:
- Check all entrances, porches, mail areas, and safe locations
- Ask household members, neighbors, building staff, or reception
- Confirm the shipping address entered on the order
- Contact the carrier for delivery details
We will assist with an appropriate carrier investigation. A refund or replacement will not be issued automatically before the investigation is completed.
If the carrier confirms that a package was lost in transit, we will provide an appropriate replacement or refund.
Customers are responsible for providing a complete and accurate shipping address. Costs arising from an incorrect address, refused delivery, unclaimed package, or undeliverable package are the customer’s responsibility.
Unauthorized Returns
Do not send any product back without our prior written authorization.
If a return is required, we will provide the designated return address, return instructions, and any applicable authorization information.
Do not return a product to the sender’s address shown on the package or to any warehouse address without our written approval.
Unauthorized returns, cash-on-delivery returns, and products sent to an incorrect address may be refused, lost, or ineligible for a refund.
Claim Abuse and Misrepresentation
Claims involving intentionally damaged products, substituted products, missing parts, altered evidence, false statements, or other material misrepresentation will be denied.
We reserve the right to document and dispute suspected abusive or fraudulent claims with the applicable carrier or payment provider where appropriate and permitted by law.
Refund Processing
Approved refunds will be issued only after any required verification, return, and inspection have been completed.
Refunds are normally issued to the original payment method within 5 business days after approval. “Business days” means Monday through Friday, excluding applicable public holidays.
Banks, card issuers, and payment providers may require an additional 5–10 business days to display the refund.
Refunds can be issued only to the original payment method and cannot be transferred to another person or account. Applicable sales taxes will be refunded as required by law.
If a payment dispute or chargeback has already been opened, any refund or resolution may need to be processed through the applicable payment provider to prevent duplicate reimbursement.
Order Changes and Cancellations
Requests to change or cancel an order must be emailed immediately to support@susuwedding.com.
We will try to accommodate the request, but changes and cancellations cannot be guaranteed after order processing, preparation, production, or customization has begun.
Orders cannot be canceled after shipment.
Policy Version
The policy version in effect at the time an order is placed applies to that order. Later policy changes will not be applied retroactively, except where required by law.
Contact Us
For any question or problem relating to an order—including changes, cancellations, shipping, delivery, package damage, defective products, missing or incorrect products, or refunds—please contact us directly at:
Please include your full name, order number, shipping address, a detailed description of the issue, and all relevant photographs or videos.
Email is our official customer-support channel for all website orders.
This policy does not limit any consumer rights that cannot be excluded under applicable law.