Returns & Exchanges

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 tax invoice, register receipt, bank statement or packing slip (for online purchases). 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.

 

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, register receipt, bank statement or packing slip for online purchases as proof of purchase.

 

Any Refunds will be credited against your original method of payment, excluding delivery charges and any VIP reward vouchers or promotional codes used.

 

For hygiene reasons, 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

 

We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs.

 

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.

 


SALE ITEM RETURNS

 

In-store Purchase - Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.

 

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

 

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

 

 

All online returns are at the customers expense 

 

 

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. 

 

 

AFTERPAY - IN-STORE & ONLINE

 

Afterpay store purchases are able to be returned in store only in line with the above return policy.  

 

Afterpay online orders can be returned online or in store, in line with our above return policy. You will need your virtual Afterpay card in your phone wallet to receive a refund.

 

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund. 

 

 

VIP REWARD VOUCHER/PROMO CODES

 

Store or Online Purchase Returned In Store:

 

Refunds or exchanges will be processed as follows:

a) For any portion of the purchase paid beyond the value of a VIP reward voucher or promotional code, you may receive a refund, exchange, or gift card.


b) For the portion covered by a VIP reward voucher or promotional code, an exchange only will be offered for the equivalent value.


Please note: store credit or gift cards will not be issued for the value of a VIP reward voucher.


Online Purchase Returned Online:

 

VIP reward vouchers and promotional codes are non-refundable, so we recommend selecting your items carefully when redeeming these offers. If you choose to return an order where a VIP reward voucher or promo code was used, the value of that voucher or code will be forfeited.


The discount is proportionally allocated to each item in the order, so the refund amount will be based on the item's original price minus its proportional share of the discount.

 

 

Please note; if you wish to return your order to the online store we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.