Refund Policy for Stusuy

Last Updated: 2025.09.11

At Stusuy (“we,” “us,” or “our”), we want you to be fully satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting and processing refunds for products bought through our website (www.stusuy.com, “the Site”). By placing an order with Stusuy, you agree to comply with the rules set forth in this policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

  • Return Window: The refund request must be initiated within 60 days of the product’s delivery date (as confirmed by the shipping carrier’s delivery confirmation). Requests made after this window will not be approved, unless the product is defective or incorrect due to our error.
  • Product Condition: Returned products must be in their original, unused, and unwashed condition—with all original tags, packaging, and accessories (e.g., buttons, belts, dust bags) intact. Products that show signs of wear, damage, or alteration (e.g., cut tags, stains, stitching changes) will be rejected for a refund.
  • Valid Proof of Purchase: You must provide a valid order number (found in your order confirmation email) and, if requested, proof of delivery (e.g., a screenshot of the shipping carrier’s delivery status).
  • Exceptions: The following items are not eligible for refunds under any circumstances:
  • Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase).
  • Customized or personalized products (e.g., monogrammed clothing, made-to-measure items) unless they are defective or incorrect due to our manufacturing error.
  • Products damaged during shipping that were not reported to us within 48 hours of delivery (see Section 3 for details on damaged items).

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Contact Customer Support: Email our team at [email protected]. Include the following information in your email:
  • Your full name (as it appears on your order).
  • Order number.
  • Product name, SKU, and quantity you wish to return.
  • Reason for the refund (e.g., “size too small,” “defective stitching,” “wrong item received”).
  • Photos of the product (if claiming defects or incorrect items) to help us assess your request.
  1. Receive RMA Authorization: We will review your request within 2–3 business days. If approved, we will send you a Return Merchandise Authorization (RMA) number and detailed return shipping instructions (including our warehouse address). The RMA number is mandatory—packages received without an RMA number will be delayed or rejected.
  2. Ship the Product Back: Package the eligible product(s) securely (preferably in the original shipping box) and clearly label the outside of the package with your RMA number. We recommend using a trackable shipping service (e.g., USPS, FedEx) and purchasing shipping insurance for high-value items, as we are not responsible for lost, stolen, or damaged packages during return transit.
  3. Confirm Return Delivery: Once you ship the package, email us the tracking number at [email protected]. This helps us monitor the return and process your refund faster once the package arrives.

3. Refund Processing Timeline

We aim to process refunds as quickly as possible, with the following timeline:

  • Return Inspection: After our warehouse receives your package (typically 3–5 business days after your tracking number shows “delivered”), we will inspect the product(s) to confirm they meet our refund eligibility criteria.
  • Refund Approval/Rejection: We will notify you via email within 2 business days of inspection whether your refund is approved or rejected. If rejected, we will explain the reason (e.g., “product shows signs of wear”) and, if applicable, offer to ship the product back to you (you will be responsible for covering return shipping costs in this case).
  • Refund Disbursement: Approved refunds are processed within 5–10 business days of inspection. The refund will be credited to your original payment method (e.g., credit card, PayPal, Apple Pay).
  • Note: Banks and payment providers may take additional time (2–5 business days) to reflect the refund in your account, depending on their processing cycles. We cannot speed up this step, but we can provide a refund confirmation email to share with your bank if there are delays.

4. Refund Currency & Amount

  • Currency: All refunds are issued in USD (United States Dollars), matching the currency used for your original purchase. If you paid in a different currency (e.g., EUR, GBP) via a payment provider that converts currency, the refund amount will be based on the exchange rate at the time of the refund (determined by your bank or payment provider, not Stusuy).
  • Refund Amount: You will receive a full refund of the product’s purchase price (excluding any non-refundable fees, if applicable). Note:
  • Stusuy offers free global shipping on all orders, so there are no original shipping costs to deduct. However, you are responsible for covering the cost of return shipping unless:
  • The product is defective, damaged, or incorrect (sent by our error). In this case, we will reimburse your return shipping costs—simply provide a copy of your shipping receipt via email after your refund is approved.
  • If you used a discount code or gift card for your purchase, the refund will be issued proportionally: the discount amount will be returned to the original discount source (e.g., a gift card will be reloaded, a promo code will be reinstated if still valid), and the remaining amount will go back to your payment method.

5. Special Cases: Defective, Damaged, or Incorrect Items

  • Defective Items: If you receive a product with manufacturing defects (e.g., broken zippers, loose stitching, missing buttons) that were not caused by wear or misuse, follow the refund request steps above. We may ask for additional photos of the defect to verify. Approved defective item refunds include a full product refund plus reimbursement for return shipping costs.
  • Damaged During Shipping: If your package arrives with visible damage (e.g., torn box, crushed items) or the product inside is damaged, report it to us within 48 hours of delivery via email ([email protected]) with photos of the packaging and damaged product. We will either:
  • Send you a replacement product (if in stock) at no extra cost, or
  • Process a full refund (including waiving return shipping requirements, if applicable).
  • Incorrect Items: If we shipped you the wrong product (e.g., wrong size, color, or style), notify us within 7 days of delivery. Provide photos of the item and its tags, and we will:
  • Arrange for the incorrect item to be returned to us for free (we will cover return shipping), and
  • Ship the correct item to you (if in stock) or process a full refund.

6. Refund Status & Inquiries

If you have questions about the status of your refund:

  • Check your email for updates: We send confirmation emails at every step (RMA approval, return delivery, refund processing).
  • Contact us: Email [email protected] with your order number and RMA number (if applicable), and we will provide a status update within 2 business days.

7. Changes to This Refund Policy

We may update this Refund Policy periodically to reflect changes in our return processes, legal requirements, or customer feedback. When we make updates, we will revise the “Last Updated” date at the top of this page and post the new policy on the Site. We may also notify you of significant changes via email (if you have an account) or a pop-up notification on the Site. Your continued use of the Site or placement of orders after the update date constitutes acceptance of the revised policy.

8. Contact Us

For questions, concerns, or assistance with refund requests, please reach out to our customer support team:

We are committed to resolving refund inquiries promptly and ensuring a fair experience for all our customers.