REFUND AND RETURNS POLICY
HOW DO I START THE RETURN PROCESS?
If you wish to return your product, please follow these instructions:
Please email us at firstname.lastname@example.org(subject line: RETURN) to request a Return.
Please specify which product you are interested in returning, and the reason for this return. We welcome your feedback!
WHAT IS YOUR RETURN POLICY?
Once the return or exchange is approved, we will accept the piece(s) up to 15 days after the RETURN is given to you.
Every piece must be sent back unworn and in its original packaging. All sales and discounted items are final (non-refundable nor exchangeable).
WHAT CAN I NOT RETURN?
Health and Hygiene Laws restrict the return of earrings, therefore, we can’t accept returns and exchanges of any earrings and pierced jewelry.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT CAN I DO?
It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at email@example.com
We have a 10 to 12-hour window to make a request for the package to be rerouted from the moment you make the purchase; however, we cannot guarantee the change will be doable as it depends where the package is in the shipping process. We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to receive your order.
If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. Sumaq takes no responsibility for goods lost due to incorrect shipping details.
WHAT IF MY PACKAGE WAS RETURNED TO SENDER?
If for any reason your package is returned to us we will re-shipped to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.
ARE RETURNS FREE?
You will be responsible for paying for your own shipping costs for returning your item.
DO YOU REFUND MY MONEY?
We do not make refunds, only credit to the store.
Once we receive your piece, by email you will receive the corresponding information to receive your credit. The credit only applies to our online store, does not apply to be used in our physical stores.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY REFUND? (If applicable)
Once your return 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. Inspection of returns usually take 7-10 business days of the day we receive the parcel, but it might take longer during busy periods. Please email our team at firstname.lastname@example.org if you would like to follow up on the status of your return.
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.
WHY WASN’T MY SHIPPING FEES REFUNDED?
Shipping costs are non-refundable.
WHAT IF MY JEWELRY GETS LOST IN THE MAIL?
Sumaq ships with efficient global courier services that provide mail-tracking facilities, and we suggest you do the same when sending your items back to us. We are not responsible for items that are lost or damaged during returns.
WHAT IF I RECEIVE FAULTY JEWELRY?
If you received a defective or damaged item – we apologize in advance, and we will replace this piece as quickly as possible. Every purchase is under a 1 month warranty.
If you need to exchange a piece, send us an email at email@example.com with a picture of the faulty item, and our support team will assist you promptly.
Immediately after the exchange is approved by our support team, we will send you a return label for you to return the faulty items, and we will send you new pieces - free of charge.