RETURN OR REFUND POLICY
Return Policy
- Our policy lasts 7 days. If 7 days have gone by since delivery of your order, unfortunately we cannot offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- To complete your return, we require a receipt or proof of purchase.
- Return of an exchanged product is not allowed.
- Return/Exchange of a discounted product is not allowed.
- Customized orders are made according to the measurements given by the customers, therefore customized styles and measurements are non returnable and non exchangeable.
- Items that are Non-Returnable* are mentioned in the description of each product.
Refunds Policy(if applicable)
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then the refund will be processed, and a credit will be automatically applied to original method of payment, within a certain amount of days. In case of cash refund, we will return the cash to you by bank deposit, any bank charges for bank deposits is to be borne by the customer.
- For late or missing refunds (if applicable), please write to us at info@sustainablyy.com
Order Cancellation
- To cancel your order, write to us within 24 hours of placing the order at info@sustainablyy.com or send a message at +971 543035950
- Cancellations are not valid post 24 hours of placing the order.
Shipping Policy
- To return your product, send us an email at info@sustainablyy.com or connect with us at +971543035950.
Please note: Customer is responsible for paying the shipping costs of returned item and exchanged item.
Shipping
Some products have a different delivery timeline and is mentioned in their product
description. Please read carefully the product description for details.
INTERNATIONAL RETURN/REFUND POLICY
Eligibility for Return
- Items must be returned in their original condition: unused, unworn, and with all original tags and packaging.
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Returns must be initiated within 30 days of receipt.
- The following items cannot be returned: perishable goods, custom-made products, and clearance items.
Return Costs
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Customers are responsible for return shipping costs. Please ensure you use a trackable shipping service, as we cannot guarantee receipt of your returned item.
- In cases where the return is due to our error (e.g., incorrect or defective item), we will cover the return shipping costs.
Return Process
- To initiate a return, please fill out the return form included in your package and send the item to the address provided.
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If using a hybrid return approach, follow the specific instructions provided for returning through our platform or directly to the supplier.
Customs and Duties
- Clearly mark return packages as "RETURNED GOODS" to avoid additional customs charges.
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Any customs duties or taxes incurred during the return will be deducted from the refund amount.
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
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Approved refunds will be processed within 14 days, and a credit will be applied to your original payment method.
Exchanges
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For exchanges, please return the original item for a refund and place a new order for the desired product.
Damaged or Incorrect items
- If you receive a damaged or incorrect item, please contact our customer service within 7 days of receipt. Provide photographic evidence, and we will guide you through the return or replacement process.
Restocking fee
- A restocking fee of 10% will be deducted from the refund amount for returned items. This fee covers processing costs.
Contact Us
- For any questions or concerns regarding your return, please contact our customer service team at Info@sustainablyy.com or call us at +971543035950
Note: For International orders, Import tax and local taxes is charged by the customs of the importing country and it is not in our control. It is completely up to the customs how they determine value of the shipment and levy an import tax. Therefore this tax is the responsibility of the customer receiving the package.