1. When Refunds or Returns Are Accepted

Refunds or returns are only accepted in the following two situations:

1.1 The Item Arrived Broken or Damaged

If the customer receives an item that is broken, damaged, or not functioning as expected, they may request a refund or a replacement.

1.2 Order Was Not Delivered Within the Promised Time

If Suum fails to deliver the order within the promised delivery time, the customer is eligible for a refund.

No other reasons qualify for a refund or return.

2. How to Request a Refund

To request a refund, customers must contact Suum support and provide:

Order number

Photos or proof (if the item is broken)

A brief explanation of the issue

Only requests that meet the two approved conditions above will be accepted.

3. Refund Processing Time

Once the refund request is approved, the processing may take up to 14 days.

4. Refund Methods

Approved refunds can be issued in one of the following ways:

4.1 Refund to Original Payment Method

The refund amount can be returned to the same payment method used during purchase.

4.2 Refund to Suum Wallet

Customers may choose to receive the refund amount in their Suum Wallet.

Wallet refunds are processed faster and become available immediately after approval.

5. Non-Refundable Cases

Refunds or returns will not be accepted if:

The customer changed their mind

The customer ordered the wrong item

The customer does not like the product after receiving it

Delivery is delayed due to courier issues outside Suum’s control

6. Contact Us

For refund or return inquiries, please contact:

Email: returns@suummarketplace.com , or create a ticket.