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.
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