At SUHO, customer satisfaction is important to us. We aim to provide a convenient shopping experience and assist customers with eligible return and refund requests according to the conditions below.
1. Return Window
Eligible products may be returned within 7 days from the confirmed date of delivery.
Customers should raise their return request within the applicable return period.
2. Eligible Returns
Products must:
Be unused and in original condition.
Be undamaged and suitable for resale.
Be returned in the original packaging wherever applicable.
Include all accessories, tags, manuals, and other items supplied with the product, wherever applicable.
Be accompanied by valid proof of purchase such as the order ID or invoice.
3. Non-Returnable Items
Returns may not be accepted for:
Personalized or customized products.
Perishable products.
Digital products.
Products that have been used, damaged, altered, or mishandled after delivery.
Products that do not meet the applicable return eligibility conditions.
4. Damaged, Defective or Incorrect Product
If you receive a damaged, defective, or incorrect product, please contact our support team as soon as possible.
Please provide:
Order Number
Clear photographs of the product
Photographs of the packaging, where applicable
A description of the issue
An unboxing video, if available
Our team will review the request and determine the appropriate resolution based on the product and circumstances.
5. Refund Process
Once the returned product is received and passes the applicable quality inspection, an approved refund will generally be processed to the original payment method within 5–7 business days.
Actual credit time may vary depending on the payment provider or bank.
6. Exchange Policy
Product exchanges may be available depending on product type and stock availability.
Where an exchange is not possible, an eligible refund or alternative resolution may be provided according to the applicable circumstances.
7. Cancellation Policy
Orders may be eligible for cancellation before dispatch.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.
8. Shipping Charges
Shipping charges, COD charges, or handling charges, where applicable, may be non-refundable depending on the reason for the return or cancellation.
9. Return Approval
SUHO reserves the right to reject return requests where the product does not meet the applicable return conditions or where the request is made outside the applicable return period.
