REFUND AND RETURN POLICY

Last Updated: 18 April, 2026

Welcome to The Suave Home (“Company,” “we,” “our,” or “us”). This Refund and Return Policy explains the terms governing purchases made through our website. By placing an order with us, you agree to this Policy, our Terms of Service, and any additional policies published on our website. Nothing in this Policy excludes or limits any mandatory consumer rights that cannot lawfully be excluded under applicable law.

1. GENERAL POLICY

We aim to provide quality products and fair customer support while protecting our business from misuse, fraud, abusive claims, and unreasonable losses. All requests for refunds, returns, replacements, cancellations, credits, or other remedies are subject to review under this Policy and applicable law.

We reserve the right to request information reasonably necessary to assess any request, including order details, proof of purchase, photographs, videos, product serial information where applicable, packaging evidence, written descriptions, and any other relevant supporting materials.

Refunds, returns, replacements, and cancellations are not automatic and require our prior review and approval where permitted by law. Any item returned without prior written authorization may be refused, delayed, or deemed ineligible for refund.

2. CHANGE OF MIND RETURNS

For non-defective items where the customer no longer wants the product, return requests must be submitted in writing within 14 days of confirmed delivery. Requests made after this period may be denied except where mandatory law requires otherwise.

Any approved change-of-mind return must be unused, undamaged, unmodified, in original packaging, complete with all accessories, manuals, inserts, labels, protective materials, and in fully resalable condition. The item must not show signs of wear, handling beyond reasonable inspection, misuse, contamination, tampering, missing parts, or diminished value.

Return shipping costs for change-of-mind returns are the sole responsibility of the customer. Unless required by law, we do not reimburse return postage, shipping labels, customs duties, taxes, brokerage charges, carrier surcharges, insurance, packaging costs, currency conversion losses, or related return expenses.

Original outbound shipping charges, premium delivery upgrades, and optional service fees are non-refundable except where required by law.

3. RETURN LOCATIONS AND INTERNATIONAL RETURNS

Our warehouses, returns centers, logistics providers, suppliers, or designated return facilities may be located in a country or jurisdiction different from the customer’s country of residence or delivery location. By placing an order, customers acknowledge that any approved return may need to be shipped to an international or alternative return address designated by us.

Where the customer is responsible for return shipping under this Policy or applicable law, the customer shall bear all costs associated with returning the item. This may include postage, courier fees, customs duties, taxes, brokerage charges, storage charges, insurance, packaging costs, carrier surcharges, and any other costs imposed by carriers or authorities.

We are not responsible for delays, customs holds, refused imports, seizures, or additional charges arising during return transit where such costs are the customer’s responsibility under this Policy or applicable law.

4. HOW TO REQUEST A RETURN

Before returning any item, customers must first contact us at thesuavehome@gmail.com with their order number, full name, and reason for the request. If a request is approved, we will provide return instructions and the appropriate return address.

Items must not be returned to any address not expressly provided by us. Unauthorized returns, returns sent to incorrect or outdated addresses, or returns sent without approval may be refused and may not qualify for refund.

Where a return is authorized, customers are strongly advised to use a tracked and insured shipping service. Where permitted by law, the customer bears the risk of loss or damage until the returned item is received by the designated facility.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If an item arrives damaged in transit, defective, materially not as described, or if an incorrect item is received, the customer must notify us within 48 hours of delivery and provide clear supporting evidence, including photographs or video of the packaging, labels, and product condition. This notice period helps preserve evidence and support prompt investigation and does not limit any non-waivable statutory rights.

Upon review, and where legally permitted, we reserve the right to determine the most appropriate remedy, including repair, replacement, reshipment, partial refund, full refund, or store credit, depending on the circumstances and remedies available under applicable law.

We may reject claims where available evidence reasonably indicates damage caused after delivery, misuse, accidental damage, unauthorized modification, improper assembly, improper storage, abnormal use, normal wear and tear, or unsupported allegations inconsistent with available records or evidence.

Where return shipment of a faulty or incorrect item is legally required for resolution, we may provide or reimburse reasonable return shipping costs only where mandated by applicable law.

6. PARTIAL REFUNDS WITHOUT RETURN

In some circumstances, where commercially reasonable or operationally efficient, we may elect at our sole discretion to offer a partial refund, replacement, store credit, or other resolution without requiring return of the product. Any such discretionary resolution does not create precedent and does not obligate us to offer the same outcome in future cases.

7. DELIVERY DELAYS AND TRACKING

Estimated delivery times are estimates only unless expressly guaranteed. Carrier delays, customs processing, weather events, transportation disruption, high-volume periods, local restrictions, inaccurate addresses, failed delivery attempts, and events outside our reasonable control do not automatically entitle a customer to cancellation, refund, compensation, or chargeback except where required by law.

A delayed shipment does not by itself indicate that a product is defective.

Where tracking indicates delivered status, we reserve the right to investigate with the carrier before approving any refund or replacement. Additional verification may be requested.

8. RETURN INSPECTION AND ACCEPTANCE STANDARDS

All returned goods are subject to inspection upon receipt at our warehouse or designated returns facility. A refund is conditional upon the returned item satisfying our reasonable return eligibility standards and this Policy.

If the item is found to be used, damaged, incomplete, altered, contaminated, unsanitary, improperly packaged, materially diminished in value, missing components, or otherwise not in original and fully resalable condition, we reserve the right, to the fullest extent permitted by law, to reject the refund request, reduce the refund to reflect diminished value, or return the item to the customer at the customer’s expense.

Our inspection findings, warehouse records, photographs, and related evidence may be relied upon in determining eligibility, subject always to applicable law.

9. REFUND DEDUCTIONS

For approved returns of non-defective goods, and to the fullest extent permitted by law, any refund may be reduced by original outbound shipping charges, return shipping costs, customs duties, taxes, brokerage charges, payment processing costs where lawful, storage fees, carrier charges, currency conversion losses, and any loss in value resulting from handling beyond what is reasonably necessary to inspect the goods.

Where the return results from our verified error or a legally recognized defect, deductions will be applied only as permitted by applicable law.

10. NON-RETURNABLE ITEMS

To the fullest extent permitted by law, we may decline returns for customized items, personalized goods, final-sale items, clearance items, digital products, gift cards, perishable goods, hygiene-sensitive goods once opened, or any products excluded from return rights under applicable law.

11. CUSTOMER ADDRESS RESPONSIBILITY

Customers are solely responsible for ensuring shipping and billing details entered at checkout are accurate and complete. We are not responsible for delays, failed deliveries, losses, or additional costs caused by incorrect addresses, refusal of delivery, failure to collect parcels, or incomplete information supplied by the customer.

Where an order is returned due to customer error or refusal of delivery, any refund may be reduced by shipping charges, customs costs, handling fees, storage fees, return costs, payment processing fees where lawful, and other direct costs incurred.

12. REFUND PROCESSING

Approved refunds will generally be issued to the original payment method after the returned item is received and inspected, or after sufficient evidence is reviewed where no physical return is required. Processing times vary by payment provider and financial institution.

We reserve the right to withhold refund processing until returned goods are received, inspected, and verified, except where otherwise required by law.

13. CANCELLATIONS

Orders are often processed quickly. Cancellation requests are therefore not guaranteed once an order has been placed. If cancellation is operationally possible before dispatch, we may approve it. Once processing or shipment has begun, cancellation may be refused subject to any mandatory legal rights that apply.

14. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact us first so we may attempt to resolve any issue efficiently. Initiating a chargeback or payment dispute does not automatically establish entitlement to a refund.

We reserve the right to submit order records, shipment tracking, delivery confirmation, communications, fraud-screening results, and other relevant evidence in response to disputed transactions.

Where a chargeback or payment dispute is initiated, we may suspend parallel refund review until the payment dispute process is concluded, where permitted by applicable law.

15. FRAUD, ABUSE, AND EXCESSIVE CLAIMS

To protect our customers and business, we reserve the right, where legally permitted, to deny refunds, returns, replacements, credits, promotional benefits, or future orders in cases involving suspected fraud, repeated misuse of refund policies, contradictory claims, suspicious activity, abusive conduct, resale behavior, bad-faith attempts to obtain goods or refunds improperly, or other conduct reasonably indicating policy abuse.

16. UK CONSUMER RIGHTS

If you are a consumer in the United Kingdom, you may have rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and other applicable laws. Nothing in this Policy removes rights relating to faulty, misdescribed, or unsatisfactory goods, or any statutory cancellation rights that legally apply.

Where a statutory cancellation right applies, customers may still be responsible for return shipping costs if this responsibility was clearly disclosed before purchase and where permitted by law.

17. US CONSUMER RIGHTS

If you are located in the United States, state consumer protection laws may grant rights that cannot be waived. This Policy will be interpreted consistently with those mandatory rights.

18. NO WAIVER OR PRECEDENT

Any goodwill gesture, discretionary refund, courtesy replacement, or exception granted in one instance does not obligate us to provide the same outcome in any future case.

19. POLICY CHANGES

We may update this Policy from time to time to reflect legal, operational, or commercial changes. The version published on our website at the time of purchase will generally apply unless a change is required by law.

20. CONTACT US

For all return, refund, replacement, or cancellation requests, please contact us first at:

thesuavehome@gmail.com

Thank you,
Team The Suave Home