Refund policy
1. IN WHAT CASES CAN I EXCHANGE OR RETURN AN ITEM?
In the following cases:
- I got the wrong size and I would like to change it
- I have received the order in poor condition
In any case, it is essential that the products you wish to exchange or return are in perfect condition and without obvious signs of use, otherwise no exchange or return can be made.
It is the customer's responsibility to provide appropriate packaging to ensure that items arrive at SUAGONGO in perfect condition. If the items are received in poor condition, we will not be able to make the requested return.
The time period to exchange or return an item is 15 calendar days from the date of delivery of the order.
2. HOW TO MAKE AN EXCHANGE OR RETURN?
If you wish to exchange or return a product, write to us at studio@suagongo.com and we will tell you how to proceed.
- National Exchanges: The new item will be sent in a return service, in which the courier will deliver the new product to you and collect the product you wish to exchange. Don't forget to print and fill out the exchange/return form received by email and include it in the package you are going to exchange. It is important that you have the product you want to exchange prepared. If the item you want to exchange is not delivered, the courier will not be able to deliver the new item.
- International Changes: For international changes, our Customer Service team will inform you about the procedure and the corresponding cost.
In the case of a return, once the courier company delivers the package to our facilities and we check its status, you will receive a confirmation email indicating that the amount will be credited to your account within 2-3 business days. You will receive the refund in the same way you made your purchase.
SUAGONGO will not be responsible for any loss that the package may have suffered during shipping, and it will be the customer's responsibility to ensure that said package arrives at our facilities in perfect condition.
The period to make an exchange or return is 15 calendar days after the order is delivered.
3. HOW MUCH DOES IT COST TO MAKE AN EXCHANGE OR RETURN?
The expenses associated with changes will always be borne by the buyer.
The cost of processing an exchange will be €5.70, corresponding to the cost of shipping the new product and collecting the changed item. For international changes, our Customer Service team will inform you about the corresponding cost.
In relation to returns, you must only send us the product to be returned to the indicated address, the cost of which will be borne by the buyer.
During sales times, as long as the item purchased has a lower price than usual, returns are not accepted. In any case, a voucher will be provided to the customer to spend said amount on other products.
