- Return and Refund policy
Return and Refund policy
susanexpress allows buyers to request refunds for products under reasonable conditions.
We may issue refunds under the following conditions:
1. Products not received: The products were not delivered to the buyers within the scheduled delivery time. In this case, the buyers can apply for a refund.
2. Repeat payment: The buyers made repeated payment to one order. In this case, we can respect the buyer's willingness to give a refund. We will refund one of the payments, or multiple payments (The premise is that the order is not delivered.).
3. Sometimes we need your assistance to verify payment information. If you refuse it or do not respond to our request within 7 days, your order will be cancelled and refunded immediately. For account orders, if you do not complete verification within 2 days, your order will be cancelled and refunded immediately.
4. When your payment amount is less than the order amount, you will have the opportunity to make up the balance. If you refuse it or do not respond within 7 days, your order will be cancelled and refunded immediately.
5. Due to the nature of virtual goods, buyers do not need to pay any shipping cost for refunds.
In the following cases, We can not refund to buyers:
1. Completed delivery: the products have been delivered to the buyer as agreed and consistent with the description.
2. Unpaid Order: The buyer is not allowed to apply for a refund for the unpaid order.
3. For any reason other than the reasons listed above in "We may issue refund under the following conditions".
About the refund, please contact our 24/7 online customer service under reasonable conditions. Your refund request will be verified after you submit the order number and the reason for the refund. If the request is approved, The refund will be returned to the buyer`s account or bank card.
Refund processing time:We will process the refund request in 5 working days，but the exact time of refund is determined by the processing speed of different banks.