Returns
We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you. Subject to the right of Consumers to return goods for refund under The Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, you must have the receipt or proof of purchase and ensure that:
◉ Goods must be unopened and in a perfect re-saleable condition.
◉ Goods must be in the original packaging with seals/ labels.
◉ Goods must be unused, and unaltered.
Please ensure that the product(s) you have purchased are to your specification prior to breaking the manufacturer’s seals. This will avoid disappointment and the product(s) being rejected, should you wish to return them. We do not sell products on a trial basis. Customers are strongly advised to check the suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts. Accordingly, orders for such goods cannot be canceled and we can only return or exchange goods where they prove to be defective and the Goods are returned for exchange or replacement only.
In the event that Suave Supplies, at its discretion agrees to accept the return for credit of unwanted products, the goods must be returned with our prior written agreement as per prescribed timelines. You must submit a replacement/return request in writing with supportive proof i.e. photo or video of the defective good to info@suavesupplies.co.uk enabling us to evaluate according to our policy, product status, and the proof you provided. We will send you an email mentioning the instructions on how and where to send the goods. Items sent back to us without first requesting a return will not be accepted. Please DON’T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
It is the customer’s responsibility to ensure the safe return of the goods. The cost of returning goods is solely the responsibility of the customer.
Non-Returnable Items
We cannot accept returns under the following conditions:
◉ Customer’s Reason: no longer needed, bought by mistake, not as expected, changed mind, wrong address, Invalid contact information, Refuse to accept the goods.
◉ Used, Seal/ label-removed, or misused items.
◉ Items purchased at reduced price or liquidation stock.
Reduced price offer & Liquidation Products
Goods sold on “Reduced price offer” or “Liquidation Stock” are downgraded goods that our company is able to offer at a discount on the normal catalog price. Stocks of goods offered as above are limited and such goods are sold subject to the following special rules. These special rules apply in addition to, and in the event of any conflict override, all of our other terms and conditions, except those terms and conditions specifically covering Consumers.
Prices are not subject to value, cash, or volume discounts.
Cancellation
If under any circumstances you want to cancel your order, it needs to be done via email to info@suavesupplies.co.uk within 12 hours of the time of placing the order on our website. Any order cancellation request after 12 hours will be at the company’s discretion. We cannot guarantee that we will able to cancel your order once it has been shipped. We reserve the right to levy a £30 charge to cover any subsequent administrative expenses.
Refunds (If applicable)
If merchandise is defective or if you have received the wrong item, we will either immediately replace the item or issue a credit or refund within a few days once the merchandise has been returned to us. If you want to refund the goods, please contact us at info@suavesupplies.co.uk and submit a “Refund” request with supportive proof (photos or videos). Once your returned good is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. You should expect to receive your refund within three weeks of our notification, however, in many cases, you will receive a refund more quickly. This time period includes the time takes us to process your return once we receive it (3 to 7 days), and the time it takes your bank to process our refund request (5 to 10 business days).
Late or missing refunds (If applicable)
If you haven’t received a refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund officially posted. Next contact your bank, there is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at info@suavesupplies.co.uk.
You can always contact us for any return/exchange/refund question at info@suavesupplies.co.uk.