1. When Refunds or Returns Are Accepted
Refunds or returns are only accepted in the following two situations:
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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.
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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.
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No other reasons qualify for a refund or return.
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2. How to Request a Refund
To request a refund, customers must contact Suum support and provide:
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Order number
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Photos or proof (if the item is broken)
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A brief explanation of the issue
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Only requests that meet the two approved conditions above will be accepted.
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3. Refund Processing Time
Once the refund request is approved, the processing may take up to 14 days.
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4. Refund Methods
Approved refunds can be issued in one of the following ways:
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4.1 Refund to Original Payment Method
The refund amount can be returned to the same payment method used during purchase.
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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.
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5. Non-Refundable Cases
Refunds or returns will not be accepted if:
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The customer changed their mind
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The customer ordered the wrong item
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The customer does not like the product after receiving it
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Delivery is delayed due to courier issues outside Suum’s control
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6. Contact Us
For refund or return inquiries, please contact:
Email: returns@suummarketplace.com , or create a ticket.
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