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Returns
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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:

 

  1. 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
  2. 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
  3. 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 receipt or bank statement. 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.

Sussan reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

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:

 

  1.  you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
  2.  the item is unworn and in its original condition; and
  3.  all original labels and tickets are attached to the item; and
  4.  you provide an original Sussan tax invoice as proof of purchase; and
  5. sale merchandise will only be exchanged, not refunded.

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

 

FULL PRICE RETURNS


In-store- Items can be refunded or exchanged with proof of purchase within 30 days. Items returned in-store without a receipt can be only be exchanged or be issued with a gift card. Please note any online orders returned in store will not be refunded any shipping fees. 

 

Online- Items can be returned online for a refund only with your order number as proof of purchase.

(All online returns are at the customers expense and we do not offer exchanges online)

 

Please note store purchases cannot be returned online.


SALE ITEM RETURNS

 

In-store - Items can be exchanged only within 30 days and we do not offer credit notes. 

 

Online - Items can be returned online for a refund only or can be returned in store for a refund or exchange.

(All online returns are at the customers expense and we do not offer exchanges online)


Please note: We understand when purchasing sale items online, you do not have the opportunity to try on items, therefore this is why our online policy differs to in store in regards to purchasing sale items.

 

Please note store purchases cannot be returned online.

 

FAULTY ITEM RETURNS


If you have a faulty item, please contact our customer support team at online@cs.sussan.com.au or take your item into a store for further assistance. 

 

VIP VOUCHERS/PROMO CODES

 

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.
 
 

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.

 

 

For further details on Afterpay purchases, please see additional information on Afterpay's website here.

Once your order has been placed we are unable to cancel or change your order in our system.  However, once you have received your goods you can return them. For full details please see our Returns Policy.

All returns must comply with our full Returns Policy

IN-STORE:

For your convenience, online purchases can be returned at our Sussan stores for a refund or an exchange within 30 days of delivery in line with our returns policy

Please show your email confirmation 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 promotional codes used.

Please note: In store purchases cannot be returned online and must be returned in store.

If you return your in store purchase online, it will be returned to your address.

 

ONLINE:

  1. Go to the Aus Post Returns Portal to purchase your returns label.
  2. Fill out your return details and complete the payment of the returns label.
  3. 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.
  4.  Tick the relevant items on your returns slip and include in your parcel.
  5.  Take your parcel to the post office, show your returns email and lodge the item at the counter.

Australia Post will then send up to 3 notifications to your email address to update you once your return is on its way. We strongly recommend retaining these details to monitor the journey of your return. Once we receive your return, we will process your refund within 5-10 business days and a confirmation will be emailed to you. 

Refunds will be credited against your original method of payment, excluding delivery charges & any 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.


Please direct your returns to the below address:


Sussan Online

3 Norwest Ave

LAVERTON NORTH

Victoria 3026

Australia

Please note: For faulty items, please contact our customer support team at online@cs.sussan.com.au for further assistance

 

 

INTERNATIONAL RETURNS

 

Please send any change of mind returns to the address below using your local Postal Service:

 

Sussan Online

3 Norwest Ave

LAVERTON NORTH

Victoria 3026

Australia

 

All returns must include your packing slip included in your order.

 

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 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.

If you would like to exchange your item online, you will need to return it to our online store for a refund and place a new order. You can also take it into any Sussan store (excludes Afterpay). For in store returns you must show the tax invoice for your order.

For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.

For Afterpay purchases, please see additional returns information here.

Unfortunately, VIP Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a voucher/promo code on your order.

For online orders, the discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price less the apportioned discount amount.

Gift Cards cannot be refunded for another Gift Card or tender (i.e., cash). Refer to Gift Card Terms & Conditions.

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.

If you have not received a refund within the time line above, please contact us at online@cs.sussan.com.au.

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.