Política de reembolso
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return/ Cancellation Policy
Thank you for purchasing your item(s) through suotu.ca. We understand you may need to cancel your order due to unexpected situations. Products purchased through an authorized retailer must follow the return policy of the retailer and cannot be returned to us directly. Product purchased through our website are subject to the terms and conditions below:
Return
Product purchased can be returned within 30 days of delivery for a refund to the original method of payment. The customer will be responsible for the shipping costs. Returns shipping labels are not provided by Suotu.
- The product must be returned in its original condition and packaging
- Returned products must have shown no wear and tear or physical damage, we reserve the right to refuse a refund if the product has not been returned to us in a fully resalable condition, inclusive of full packaging.
- All other items that come with the shipment must be returned together, including all promotional and gift items with the purchase.
- We are not responsible for any returned items that are lost or damaged.
- If a shipping label has been assigned to your order, it is considered a return.
Your return fees included: 3% payment processor fee + 15% restocking fee +return shipping fee. For defective items, please file a claim or contact Suotu Support. If you need to return an item please fill out the claim form.
To start a return, you can contact us at support@suotu.ca. Please note that returns will need to be sent to the following address: 812 St Clair Ave W, Toronto, ON M6C 1B6
If a return is cause by us, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@suotu.ca.
Cancellation
We understand you may need to cancel your order due to unexpected situations. If the order has not yet been processed by our warehouse or one of our 3rd party fulfilment centers, it is considered a cancellation.
For In-Stock Item Order Not Yet Processed by Fulfilment Centre, customers will be responsible for 3% Payment Processor Fees.
For Pre-Order Not Yet Processed by Fulfilment Centre, there is No Cancellation fees.
What is Payment Processing Fees?
Payment processing fees are the fees that we must pay every time we accept a credit card payment. This fee is imposed by Stripe (the payment gateway) on all Shopify merchants that use Shopify’s built-in payment systems. This is a non-refundable fee that Suotu covers on behalf of the customer once an order is placed on our website. We do not charge this fee to customers when a purchase is made and cover the cost ourselves. As this fee is non-refundable, when a customer cancels an order, this 3% is not included in the refund that we receive for cancelling the order on behalf of the customer. This fee is passed along to the customer that cancels the order and is subtracted from the total refund amount.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
Please fill out a Claim Form using our website or contact us via support@suotu.ca for exchanges.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@suotu.ca.