Refund Policy (UK)
This Refund Policy applies to orders shipped to the United Kingdom. By making a purchase on our website, you agree to the terms outlined below. Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
30-Day Money-Back Guarantee
Not happy with your order? You can request a return within 30 days of receiving your order, for any reason. This goes beyond your statutory 14-day right to cancel a distance purchase. Once we have received and inspected your return, we refund the full purchase price of the returned items to your original payment method.
Return Conditions
Items must be unworn, unwashed and unused, in their original condition, with all tags and packaging included where applicable. You may inspect the items as you would in a shop, but we may reduce the refund if the value of an item has been diminished by handling beyond what is necessary to establish its nature and characteristics.
Non-Returnable Items
- Underwear, socks, shapewear, lingerie and other intimate items that have been unsealed after delivery, for hygiene reasons.
- Items that are damaged after delivery due to misuse, wear or improper care.
Faulty, damaged or incorrect items are always eligible for a repair, replacement or refund under the Consumer Rights Act 2015.
How to Start a Return
Email us at contact@susan-michael.com within 30 days of delivery with:
- Your order number.
- The item(s) you would like to return and the reason.
- Photos, if applicable (for faulty, damaged or incorrect items).
We reply within 24 hours on business days with your return instructions and the address of our returns warehouse. Please do not send anything back before you have received these instructions, as unannounced returns cannot be identified and processed.
Return Shipping Costs
For returns due to change of mind, wrong size or personal preference, the customer is responsible for arranging and paying the return shipping to our returns warehouse. We strongly recommend using a tracked service, as the customer is responsible for the parcel until it reaches us.
If your item is faulty, damaged or incorrect, we cover the cost of the return or send a replacement at no charge.
Return Label Requirement
Please include your order number and name inside the parcel so we can identify your return. Returns without this information may be delayed or cannot be processed.
Refund Process
Once your return is received and inspected, we notify you by email. Approved refunds are processed within 7 business days to your original payment method, and in any case within 14 days of receiving the goods back. Depending on your bank or card provider, it can take a few additional days before the amount appears on your statement. Original shipping was free, so no shipping costs are deducted; return shipping costs paid by the customer are not refunded unless the item was faulty, damaged or incorrect.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged or incorrect item, email us at contact@susan-michael.com within 30 days of delivery with your order number and clear photos. We will send a replacement or issue a full refund, whichever you prefer.
Order Cancellations
You can cancel your order free of charge within 2 hours of placing it. After that, the order has entered our fulfilment process and can no longer be cancelled, but you can return it under this policy once it arrives.
Contact
Questions about a return or refund? Reach us at contact@susan-michael.com or +31 6 33 83 84 55. Our customer service is available Monday to Friday, 9:00 AM – 5:00 PM (CET), and we reply within 24 hours on business days.
Business Information
Susan & Michael is a trade name of YS Ecom, a sole proprietorship registered in the Netherlands.
Address: Borné 62, Zoutelande, Zeeland, 4374 DB, Netherlands
Email: contact@susan-michael.com
Phone: +31 6 33 83 84 55
VAT number: NL005097086B24
Chamber of Commerce (KvK): 94618615