Return and refund policy

Thank you for choosing Suzzi Homes.
We highly value every customer's trust in our brand and are well aware that a good after-sales experience is equally important during online shopping. In order to make your shopping process at Suzzi Homes more reassuring and pleasant, we have formulated the following return and refund policies to ensure that your rights and interests are properly protected.

I. Scope of Application for Returns and Refunds

This policy applies to all goods purchased through the official website of Suzzi Homes, AliExpress stores, Etsy stores or other authorized sales channels.

If the product you purchased has any of the following situations, you have the right to apply for a return or refund

The received goods do not match the order (such as incorrect style, color or quantity).

The product suffered severe damage during transportation.

The product has obvious quality problems or functional defects.

The goods have not been used, damaged or in their original packaging after arrival (no-reason return is supported).

Ii. Conditions and Time Limits for Return Applications

Return time limit

You can apply for a return or refund within 15 days of receiving the goods.

If it exceeds 15 days, Suzzi Homes will decide whether to accept it depending on the specific circumstances.

Return conditions

The goods must be in brand new condition, unused, uncleaned, free of stains and odors.

The product should retain its complete packaging (including tags, labels, accessories and gifts).

Customized products (such as personalized customization, specific-sized or handcrafted customized items) are not eligible for return unless there are quality issues.

Not within the refundable range

Damage caused by human factors (including cracking, stains, wear and tear, fire, etc.);

Defects caused by improper use or maintenance;

Slight color differences caused by the display and shooting light;

Clearance or discounted items (with the page indicating that returns and exchanges are not supported).

Iii. Return Process

To make the return process smoother, please follow the steps below

Contact customer service

Please email order@suzziehomes.org
Contact us
And provide the following information:

Order Number

Problem description

Product photos (including overall and defect detail pictures)

Customer service confirmation and handling

We will reply to your application within 1-2 working days.

After the conditions for return are reviewed and met, the customer service will provide the return address and instructions.

Return the goods

Please properly package the goods and return them to the designated address.

It is recommended to use a traceable mode of transportation (such as express delivery with a logistics tracking number) to ensure safe delivery.

Return review and refund

We will complete the inspection within 3 to 5 working days after receiving the returned goods.

If the refund conditions are met, the refund will be returned to your payment account along the original payment route.

Iv. Refund Instructions

Refund method

All refunds will be returned to the original payment method (such as Alipay, credit card, PayPal, etc.).

If there are exchange rate fluctuations or third-party platform handling fees involved, the actual amount received may vary slightly.

Refund validity period

After the review is approved, we will initiate the refund application within 3 working days.

The arrival time of funds from banks or third-party payment institutions is usually 3 to 10 working days.

Freight description

If the goods are returned due to quality issues or wrong shipments, Suzzi Homes will bear the return shipping cost.

If the goods are returned due to personal reasons (such as disliking, purchasing the wrong model, or not matching the size, etc.), the return shipping cost shall be borne by the buyer.

V. Exchange Policy

If you wish to change the product (such as size, color or style), please contact customer service.

If the exchange item is in stock, we will arrange for it to be dispatched to you immediately upon receipt of the returned item.

If there is no stock available, you can choose to wait for restocking or apply for a refund.

The exchanged goods must be of the same value as the returned goods.

Vi. Description of Product Quality and Manual Characteristics

All products of Suzzi Homes are hand-woven and made of natural materials.
Therefore, each item may have slight differences in color, texture and shape, which is precisely the unique charm of handicrafts.
Such natural differences do not fall under quality issues. We sincerely ask for your understanding and appreciation.

Vii. Special Notes

If the goods are severely damaged during transportation, please take photos and contact us within 48 hours after receiving the package so that we can handle it as soon as possible.

If the package is returned due to the customer providing the wrong address or refusing to accept it, the shipping cost shall be borne by the buyer.

Suzzi Homes reserves the final interpretation right of the return and exchange policy and has the right to make adjustments based on the actual operation situation.

Viii. Our Commitment

At Suzzi Homes, we not only sell goods, but also convey a lifestyle and value concept.
We understand that every return application is a continuation of the customer's trust.
Therefore, we promise:

Always handle every after-sales transaction with a fair, transparent and friendly attitude.

Respect the experience and feelings of every customer;

Let every shopping trip be a pleasant journey.

If you have any questions or need assistance, please feel free to contact us at any time
📧 order@suzziehomes.org

We will provide you with considerate support in the shortest time.

Thank you for choosing Suzzi Homes --
Let the beauty of nature warm your life.