Refund policy
Is it possible to return a product? If so, how?
All our products are sold under the "satisfied or your money back" clause. However, once the items have been personalised, they cannot be returned.
In accordance with the law, you have a right of withdrawal of 14 days to return the products to us without having to justify the reason, we extend this period to 30 days.
This right is exercised by returning the product; you are only responsible for the return postage costs. The refund will be paid within a maximum of 30 days after receipt and inspection of the items in our warehouse. The refund will be made using the same method of payment as that used at the time of purchase.
In accordance with SUZETTE's general terms and conditions of sale, returns of washed and/or used products, as well as damaged packaging, will be refused. Similarly, if the embroidery option is chosen, it is impossible to return the personalised item.
It is up to you to choose your carrier. You must keep all proof of return, which implies that the items are returned by registered post or by any other means giving a certain date to this dispatch. Please make your return to this address
SUZETTE SAS
DOMAINE DE MOISMONT
80120 VRON
FRANCE
Do I have to pay for the return postage?
If you wish to return a product(s), you will be responsible for the cost of postage.
What are the refund methods and timescales?
The refund will be paid within a maximum of 30 days, depending on the method of payment chosen when the order was placed.
I ordered products on sale / with a promotional code, can I be reimbursed?
Items sold on sale can be reimbursed, but you are responsible for the cost of returning them. Therefore, if you wish to return a promotional item, please send it to the following address:
SUZETTE SAS
DOMAINE DE MOISMONT
80120 VRON
FRANCE
Please include your contact details and the purpose of the return in your parcel. As soon as we receive your return, we will contact you to inform you of your refund. You are responsible for the return shipping costs.
There is an error in the order I received. What should I do?
Despite all the care we take in preparing parcels, it is possible that a product is missing or incorrect. Similarly, after the parcel has been transported, one of the products may turn out to be faulty. We apologise for any inconvenience!
In this case, please contact us as soon as possible by email at hello@suzetteatable.com with your contact details and order number. We will provide you with a returns label so that you can send back the faulty or defective product free of charge. As soon as we receive your return, we will reimburse you for the item received using the same method of payment you used to place your order. If an item is missing, we'll get back to you as soon as possible with a suitable solution!
I want to make an exchange, what are the conditions?
Exchanges are not possible. If you wish to exchange an item, simply send the item back to us and we will reimburse you within 30 days of receiving the parcel in our premises. You can then place an order for the new item you want.
For the return of your order, it is up to you to choose your carrier. You are responsible for the cost of returns. Please return the item to the following address:
SUZETTE SAS
DOMAINE DE MOISMONT
80120 VRON
FRANCE
How can I track the order I have returned to you?
In order to track any order that has been returned to us, we invite you to refer to the carrier that you have chosen and the tracking number that has been allocated to you. To do this, we ask you to keep any proof of return (registered post or proof of standard postage).