Your Right To A Refund Of The Purchase Price
You are entitled to a refund for items you purchase from Sussan if the item is:
- faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
- not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
- not fit for its purpose, meaning that the item does not do what you reasonably expected it would,
AND you return the item within a reasonable time after purchase and provide Sussan with proof of purchase, such as your original Sussan tax invoice, register receipt, bank statement or packing slip (for online purchases). If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.
If you are entitled to a refund but would prefer to exchange the item or receive a Sussan gift card of equivalent value to the item, Sussan is happy to exchange or give you the gift card instead of a refund.
Sussan ‘Change of Mind Policy’
Sussan is not legally obliged to give refunds of the purchase price, or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.
However, under our own Sussan ‘Change of Mind Policy’, if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:
- you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
- the item is unworn and in its original condition; and
- all original labels and tickets are attached to the item; and
- you provide an original Sussan tax invoice, register receipt, bank statement or packing slip for online purchases as proof of purchase.
Any Refunds will be credited against your original method of payment, excluding delivery charges and any VIP reward vouchers or promotional codes used.
For hygiene reasons, the Sussan ‘Change of Mind Policy’ does NOT apply under any circumstances to purchases of the following items:
(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery
We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs.
SALE ITEM RETURNS
In-store Purchase – Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.
Online Purchase – Items can be returned online for a refund only or can be returned in store for a refund or exchange.
Please note: We understand when purchasing sale items online, you do not have the opportunity to try them on, therefore this is why our online policy differs to in store in regards to purchasing sale items.
All online returns are at the customers expense
AFTERPAY – IN-STORE & ONLINE
Afterpay store purchases are able to be returned in store only in line with the above return policy.
Afterpay online orders can be returned online or in store, in line with our above return policy. You will need your virtual Afterpay card in your phone wallet to receive a refund.
Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.
VIP REWARD VOUCHER/PROMO CODES
Store or Online Purchase Returned In Store: A refund/exchange will be provided in the following manner:
a) For any amount that is paid in excess of the VIP reward voucher or promotional code, a refund or exchange:
b) An exchange only up to the value of the VIP reward voucher or promotional code.
Online Purchase Returned Online: Unfortunately, VIP Reward Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a VIP voucher/promo code on your order.
The discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.
Please note; if you wish to return your order to the online store we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.
With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.
CAN I CHANGE OR CANCEL MY ORDER?
HOW DO I RETURN ITEMS I’VE PURCHASED ONLINE?
IN-STORE:
Please show your email confirmation (tax invoice), packing slip or bank statement as proof of purchase and our store teams will assist you further.
Any refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.
ONLINE:
- Go to the Aus Post Returns Portal to purchase your returns label.
- Fill out your return details and complete the payment of the returns label.
- You have the option of having your label emailed to you to print at home or the returns QR barcode to take to the post office and scan.
- Tick the relevant items on your returns slip and include in your parcel.
- Take your parcel to the post office, show your returns email and lodge the item at the counter.
Refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.
If you wish to make a return and use your own return satchel, you are more than welcome to do so. Please make sure to include all of your return details inside. We also strongly recommend that you retain the tracking number for your returns parcel, as we do not accept responsibility for any returns that may be lost in transit.
We recommend you send your goods back using a trackable delivery service as Sussan does not accept responsibility for items lost in transit.
Once we receive your parcel, we will process your refund within 1-2 business days and a confirmation will be emailed to you.
Refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.
Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.
In the event that you receive a faulty item in your online order, please contact us with your order number, details of the fault and any relevant photos.
AFTERPAY PURCHASE RETURN:
Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.
Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.
WHAT HAPPENS TO MY VOUCHER/PROMO CODE IF I RETURN MY ORDER?
Store or Online Purchase Returned In Store:a refund (or exchange) will be provided for any amount that is paid in excess of the VIP Voucher amount and the VIP member may be offered an exchange only up to the value of the VIP Voucher.
Please note store gift cards/credit will not be given in exchange of the VIP voucher.
Online Purchase Returned Online: Unfortunately, VIP Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a VIP voucher/promo code on your order.
The discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.
DO YOU OFFER EXCHANGES ONLINE?
For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.
CAN I RETURN OR REFUND A GIFT CARD?
HOW WILL I KNOW WHEN YOU HAVE RECEIVED MY RETURNED GOODS?
From the moment your return reaches our warehouse, please allow 5-10 business days for the return to be processed.
Once your return has been processed you will receive a notification via email.
To see if your return has reached our warehouse, please check your return tracking number that you received from Australia Post when lodging your return.
We are currently experiencing a delay in processing refunds online. We apologise for any inconvenience this may cause and thank you for your understanding.
Please note: Australia Post is experiencing some delays in returning your parcels to us, so please monitor your return tracking through your Australia Post tracking details.