Return & Refund Policy

Last updated: October 2025

At SUHISU, we want every customer to feel confident and satisfied with their jewelry. If your order isn’t quite right, this policy explains how returns and refunds work — clearly, fairly, and with care.

1. Return Window & Eligibility

You can return your order within 30 days from the delivery date. To be eligible, the item must be unworn, unused, and in its original packaging — including the jewelry pouch or box. Returned pieces must not show any scratches, signs of wear, or residue such as perfume or cosmetics.

For hygiene reasons, earrings (once opened) and Final Sale pieces are non-returnable. If your order included a free gift, it must also be returned if the full order is refunded.

2. How to Start a Return

To begin a return, email info@suhisu.com with your order number, the item(s) you wish to return, and a short explanation. You’ll receive a Return Authorization (RMA) and the return address. Please ship the parcel back within 30 days of RMA approval using a tracked shipping method, and keep your proof of postage. SUHISU cannot be held responsible for returns lost in transit.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs. If the item is faulty, damaged, or incorrect, SUHISU will cover or refund reasonable return postage after verification. All returns should be securely packaged to prevent damage during transit.

4. Condition Requirements

All returned items must be in original condition. This includes original pouches, boxes, and inserts, as well as any tags or documentation received with the order. Bundles or sets must be returned in full. We reserve the right to deny refunds for items that appear worn, damaged, or incomplete upon inspection.

5. Exchanges

To ensure a smooth process, we recommend placing a new order for your desired item or size. Once your return is approved and received, we will process a refund to your original payment method.

6. Faulty or Incorrect Items

If your jewelry arrives damaged, defective, or not as described, please contact info@suhisu.com within 7 days of delivery with photos or videos showing the issue.
After verification, SUHISU will repair, replace, or refund the product. If necessary, we’ll issue a prepaid label or reimburse reasonable postage costs. Please note that normal wear, plating abrasion, or accidental damage are not considered manufacturing defects.

7. Refunds

Once your return is received and inspected, a refund will be processed within 5–7 business days. Refunds are issued to the original payment method for the product’s price. Your bank or payment provider may take an additional 3–10 business days to post the credit.

Original shipping fees are non-refundable for change-of-mind returns.
If your partial return brings the total order value below the £35 free-shipping threshold, the original shipping fee (£4 UK / €5 EU / $8 INT) may be deducted from your refund.

8. EU/UK Right of Withdrawal

Customers in the European Union or United Kingdom are entitled to a 14-day right of withdrawal, as per consumer protection laws. This means you can cancel your purchase within 14 days of receiving it — without providing a reason.

To exercise this right, email info@suhisu.com within the 14-day period with your order details and a clear statement of withdrawal. You must return the goods within 14 days after notifying us. Under EU/UK regulations, we will refund the product price and any standard delivery cost (premium shipping is excluded). Return shipping costs for change-of-mind cancellations remain the customer’s responsibility. We may deduct an amount for loss of value if the item has been handled beyond what is necessary to confirm its nature and function.

9. International Returns

For returns shipped from outside your customs region, please label your parcel as “Returned Goods” to avoid unnecessary import duties. SUHISU is not responsible for customs charges on returns, and these fees are non-refundable. Where possible, you may reclaim these charges from your local customs authority.

10. Delayed or Missing Refunds

If your refund has not appeared after our confirmation, please first contact your bank or card issuer. Processing times vary between institutions. If the issue persists, email us at info@suhisu.com and we’ll assist immediately.

11. Extended Holiday Returns

Orders placed between November 15 and December 31 are eligible for returns until January 15 of the following year, provided all conditions above are met.
This allows you to shop early for gifts with confidence.

12. Quality Guarantee

We stand by the quality of every SUHISU piece. If a manufacturing defect occurs within 12 months of purchase, we will repair or replace the item free of charge. This guarantee does not cover normal wear, accidental damage, or issues resulting from improper care or chemical exposure.

13. Contact Us

For any questions regarding returns, exchanges, or refunds, please contact at info@suhisu.com