Returns
RETURNS & EXCHANGES - OUR POLICIES
Returns made easy at Suyana
We want you to be completely satisfied with your purchase at Suyana. If a product does not meet your expectations, we offer hassle-free returns within 14 days of receiving your order. Please note that we can only accept returns of unopened products in their original packaging. You can report orders that can still be returned in your customer account under Orders.
Did you accidentally add an item to your Suyana order that you don't want to keep? Don't worry, you can return the product to us (paying the shipping costs) according to our return policy. Find out how to register your return with us here.
If you return an item, we will refund the purchase price or issue you a Suyana voucher of the corresponding value. If you would prefer a different product, please place a new order on our website.
COMPLAINTS - YOU'VE COME TO THE RIGHT PLACE
At Suyana we want to make sure you are always happy with your purchases. Please use our complaint form to let us know what is not to your liking. Please include your order number, email address and the products affected. Photos are helpful to help us better understand the situation.
If your order arrives damaged or if you have other reasons for complaint, please let us know. Our complaint form offers you a quick and easy way to inform us.
As soon as we receive your complaint, it will be carefully processed and checked. We will keep you updated by email or WhatsApp. If a defect is found, we will try to find a replacement immediately. The processing time is usually 10-14 working days. We thank you for your understanding and patience!
At Suyana, we are committed to providing high-quality products. However, we understand that individual tastes vary. If one of our products does not meet your preferences, we are unfortunately unable to refund or replace it. However, we value your feedback and see it as a valuable contribution to our continued development. Perhaps you can pass the product on to someone who would appreciate it?
For a successful return, products must be unopened and in their original packaging. If you have received damaged products or have any other reason for complaint, please contact us so that we can find a solution.
Unfortunately, you will have to bear the return shipping costs and you are responsible for organizing the return yourself. Please keep the return receipt until we have fully processed the return.
Once we have received and processed your return, we will refund you or issue you a voucher. Processing can take about 10-14 business days. We thank you for your patience!
ORDER CHANGES / CANCELLATIONS FAQ
Oh no, we're sorry! After receiving the order confirmation, no further changes can be made to your order. This includes the product selection, quantity, delivery address and payment method. Unfortunately, vouchers can no longer be redeemed at this point.
You can cancel your order yourself within the first hour. To do so, use the order status and enter your order number and your email address. This way you can cancel within the deadline.
If the hour has passed, please contact our customer service for a manual cancellation. We will immediately check whether a cancellation is still possible. Unfortunately, we cannot give any guarantees for this.
For technical reasons, it is not possible to merge or combine multiple orders to ship them together. Sorry about that!
Once the order has been completed, no discount or voucher codes can be applied. You are welcome to use your code for a future Suyana order. Alternatively, you can cancel your current order (as long as it is still within the cancellation hour) and then place a new order using the code.