Refund policy
Thank you for choosing Susan Smith (https://susansmith-nc.com/). Before placing your order, please read our Return and Refund Policy carefully, as it outlines the terms for all returns and refunds.
Return Window
You have 30 days from the receipt of your order to request a return.
Requirements for Returns
To be eligible for a return, your item must:
- Be unused, unworn, and in its original condition
- Include all original packaging
- Be accompanied by a receipt or proof of purchase
Starting the Return Process
To initiate a return, reach out to our support team at support@susansmith-nc.com or use the contact form on our website. Upon approval, you’ll receive instructions for returning your item. Returns sent without prior approval will not be accepted.
Return Shipping Fees
Customers are responsible for all return shipping costs. If an item arrives damaged, defective, or incorrect, we will address the issue and provide a replacement at no additional cost.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us immediately at support@susansmith-nc.com with photos. We’ll evaluate the issue promptly and provide a replacement when applicable.
Non-Qualifying Issues
The following do not qualify as defects or quality issues for returns:
- Fabric Variations: Details such as loose threads, raw edges, texture variations, or color differences due to monitor displays.
- Sizing Mismatches: Always review our sizing chart before purchasing. While our team can provide guidance, sizing issues are not considered quality defects.
- Preference-Based Returns: Dissatisfaction with the item’s style, color, or a change in personal taste.
- Design Differences: Measurement variations may occur between items of the same size due to design variations. Refer to the provided measurements for accuracy.
- Damage from Use: Issues caused by wear, washing, improper care, attempted repairs, or modifications.
Non-Returnable Items
We do not accept returns for:
- Gift cards
- Custom or personalized items
- Sale items (returns are permitted, but refunds will be issued as store credit, not to the original payment method).
Exchanges
To exchange an item, follow the return process for the original item. Once approved, place a new order for the desired item.
Order Cancellation
You can cancel your order within 24 hours of purchase. After this period, our fast processing system prevents cancellations. If you need to cancel later, wait for the order to arrive and follow the return process.
Refund Process
Once we receive and inspect your return, we’ll inform you of its approval status. Approved refunds for non-sale items will be processed to your original payment method within 9 business days. Sale item refunds will be issued as store credit. Note that your bank or card provider may require additional time to process the refund.
Do not send returns to the address listed on our website. Contact our support team at support@susansmith-nc.com to obtain a dedicated return address.