Refund Policy

Refunds and Returns Policy

Last Updated: 15th February 2025

At Susanna Rachel, we are committed to providing you with the highest quality luxury engagement dresses, pre-bridal outfits, and wedding dresses. We understand that purchasing a special dress is an important decision, and we want you to be completely satisfied with your purchase. Below is our comprehensive Refunds and Returns Policy, which outlines the process, conditions, and timeframes for product returns and refunds.

1. General Policy Overview

Due to the exclusive, limited-edition nature of our products, returns and exchanges are generally not accepted. However, we are committed to resolving any issues related to defects or damage that occur during the delivery process.

If you receive a product that is damaged or defective, we will work with you to ensure that it is resolved promptly, either through an exchange, repair, or refund. Please read the full policy below for specific details on how to initiate a return or request a refund.

2. Conditions for Returns

To be eligible for a return or exchange, your item must meet the following conditions:

  • Damaged or Defective Products: If your item arrives damaged, defective, or is not as described, you may request a return, exchange, or refund. This applies to any damage or defects that occur during shipping or if the item is found to be faulty upon receipt.
  • Request Within 7 Days: You must notify us within 7 calendar days from the date you receive your order to initiate a return or exchange request.
  • Unworn, Unwashed, and Unaltered Items: Products must be in the same condition as when you received them — unused, unworn, unwashed, and with all original tags and packaging intact. Items that have been altered or customized are non-returnable.
  • Non-Returnable Items: Due to the exclusive and customized nature of our products, we do not accept returns or exchanges for items that do not meet the above criteria or items marked as non-returnable in the product description (e.g., final sale items).

3. How to Initiate a Return or Exchange

If you wish to request a return, exchange, or refund, please follow these steps:

  1. Contact Us: Email our Customer Support team at support@susannarachel.com within 7 days of receiving your order. Please include the following information in your email:

    • Your order number
    • A description of the issue (e.g., damaged or defective item)
    • Photos of the damaged or defective item (if applicable)
    • A brief explanation of the reason for the return or exchange request

  2. Return Authorization: Once we receive your email, we will review the information and respond with a Return Authorization (RA) number if your return is approved. This RA number must be included in the return package to ensure proper processing.

  3. Return Shipping Instructions: After receiving your RA number, we will provide you with the necessary return shipping instructions. The item must be returned in its original condition and packaging.

  4. Return Shipping Costs:

    • Damaged or Defective Items: If the item is defective or damaged, Susanna Rachel will cover the cost of return shipping.
    • Non-Defective Returns: If the return is for reasons other than a defect or damage (such as buyer’s remorse), the customer will be responsible for the return shipping costs. We recommend using a trackable shipping service to ensure the return is received safely.

  5. Processing the Return: Once we receive your returned item and confirm it meets the return conditions, we will process your refund or exchange. Please allow up to 10 business days for us to inspect the return and finalize the process.

4. Refunds

Once your return is approved, we will issue a refund to your original payment method. Please note:

  • Refund Timeframe: Refunds may take 5-10 business days to appear in your account, depending on your payment provider and bank processing times.
  • Non-Refundable Fees: Original shipping fees (if applicable) are non-refundable, unless the return is due to a defect or damage.
  • Custom Orders: For custom or made-to-order items, refunds are generally not permitted unless there is a manufacturing defect or error.

5. Exchanges

We offer exchanges only in cases where the product is damaged or defective. If you wish to exchange your item, please follow the same return process outlined above. You will need to return the item and request an exchange for a replacement.

  • Availability of Exchange Items: If the item you wish to exchange for is out of stock or unavailable, we will issue a refund to your original payment method.

6. Customer Support

If you have any questions or concerns about our refunds and returns policy or need assistance with the return process, please contact our Customer Support team:

We are here to help and ensure that your experience with Susanna Rachel is as smooth as possible.

7. Final Notes

  • Inspection of Returns: All returned products will be inspected once received. If an item does not meet the eligibility requirements or is not returned in its original condition, we reserve the right to refuse the return or exchange.
  • Changes to the Policy: We reserve the right to update this Refunds and Returns Policy at any time. Any changes will be posted on this page, with the date of the most recent update indicated.

This Refunds and Returns Policy aims to ensure a smooth, fair, and transparent process for our customers, while also protecting the integrity of our exclusive, limited-edition luxury products. We appreciate your understanding and cooperation.

This policy is designed to be clear and user-friendly while protecting both the customer and the business. It outlines the process for returns and refunds, including how to contact customer support and any associated costs.