Refund policy


Returns, Refunds & Exchanges Policy

At Susu Luxury, we are committed to delivering exceptional quality and service. Please review the following policy carefully before completing your purchase.

Returns

We offer a 3-day return window from the date your order is delivered.
To be eligible for a return, all items must be:

  • Unworn and unused
  • In their original condition
  • With all tags attached
  • In original packaging
  • Accompanied by a valid receipt or proof of purchase

To initiate a return, you must contact us at:

✉️ Susuluxry@gmail.com


If your return is approved, you will receive written instructions outlining how and where to send your item.Items returned without prior written approval will be automatically refused and returned to sender.

All return shipping, handling, customs, and logistics costs—both within and outside Australia—are the responsibility of the customer.

In-Store Purchases

All purchases made and collected from our physical studio location are final sale.We do not offer refunds, returns, or exchanges on in-store purchases once the item has been collected.

Product Condition & Hygiene Policy

Due to hygiene, safety, and quality assurance standards, we do not accept returns, refunds, or exchanges on wigs, lace products, or hair units that have been:

  • Worn or used
  • Styled, coloured, or chemically treated
  • Cut, trimmed, or altered in any way (including lace cutting)
  • Modified in length, texture, or construction

Any form of alteration permanently reduces the resale value of the item and voids all return eligibility.

Damaged, Defective, or Incorrect Items

All orders must be inspected immediately upon delivery.If your item arrives damaged, defective, or incorrect, you must notify us within 24 hours of receipt by emailing Susuluxry@gmail.com with clear photographic evidence.Failure to report an issue within this timeframe may result in the claim being declined.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable, except where required by law:

  • Custom-made or special-order items
  • Personalised products (including lace cut at the client’s request)
  • Sale or discounted items
  • Gift cards

Refunds & Exchanges

Once your approved return is received and inspected, you will be notified in writing of the outcome.

Refunds

If approved, refunds will be issued to the original payment method only.

Please note:

  • Original shipping fees are non-refundable
  • Handling, processing, and third-party service fees are non-refundable
  • Refund processing times may vary depending on your financial institution

We are not responsible for delays caused by banks, payment providers, or third-party processors.

Exchanges

Approved exchanges will be processed once the returned item has passed inspection.Exchanges are limited to items of equal value to the original purchase.If the replacement item is of higher value, the price difference must be paid prior to dispatch.Availability  is not guaranteed.

Incorrect Shipping Information

It is the customer’s responsibility to ensure all shipping details are correct at checkout.We are not liable for parcels that are delayed, lost, or returned due to incorrect or incomplete address information.

Shipping fees are non-refundable in these circumstances.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (ACL).

Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes (but is not limited to):

  • A product that is significantly different from its description

Where a failure is not major, we may offer a repair, replacement, or store credit at our discretion.

Limitation of Liability

To the fullest extent permitted by law, Susu Luxury is not liable for:

  • Delays caused by postal or courier services
  • Customs clearance delays
  • Parcels marked as delivered but reported missing
  • Force majeure events (including natural disasters, strikes, service disruptions)

By completing a purchase, you acknowledge and accept these terms.

Contact

For all enquiries relating to returns, refunds, or exchanges, please contact:

✉️ Susuluxry@gmail.com