Return & Refund Policy

If you’re looking to return or exchange your order for whatever reason, we're here to help!
Sumac will allow a return for store credit, refund or exchange dependent on the reason for returning your goods. We’ve outlined this in the Refunds Policy below:

CHANGE OF MIND
Where you have changed your mind, you will be eligible for store credit and product exchange only, provided that the goods meet with the following:

  • returned within 10 days of you receiving order;
  • as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
  • in a resalable condition; and
  • not damaged in any way.
Please note the following exceptions to our return and exchange policy:
  • we cannot arrange store credit or product exchanges until we've received your item within 10 days;
  • discounted items are final and cannot be returned or exchanged;
  • We cannot exchange or give store credit to items that are in transit. If you have already received your shipping confirmation you will not be eligible for an exchange or store credit until you receive your item.
  • we cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken;
  • returned items must have tags still on and be returned in original packaging;
  • returned items must have no visible signs of wear or use.
  • If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

To return your item for change or mind, you must contact support@sumacstore.com, with:

  • a photo of your item in its original packaging;
  • reason for return;
  • order ID;
  • name and delivery address associated with your order.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend you insure high value items that you return for change of mind.

PROBLEMS WITH YOUR GOODS

If you have a problem with your goods within 10 days after receiving your order, please contact us via support@sumacstore.com immediately. We will investigate your issues and advise you whether your product may be returned and, where required, provide you with instructions on where to return your goods.

Once an item is returned we will either inspect your goods and investigate any claimed defect or in some cases, send the goods to third parties for assessment and/or repair. Where applicable we provide a remedy in relation to your goods.

If you receive a damaged item please keep ALL original packaging and send photo evidence of damage to support@sumacstore.com. Evidence should include all packaging (inner and outer with shipping label visible) and the product itself.

If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

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 your refund will be issued using the payment method used for purchase. Store credits will be issued to you with a code to purchase the other goods. Product exchanges and time to receive your product will be provided via email.

We aim to process refunds and exchanges within 28 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer.

ORDER ERRORS
If you made an error when placing your order such as incorrect phone model or colour then please contact us immediately via email at support@sumacstore.com or via our live chat and we will do our best to make the relevant changes to your order. If the order has already been shipped unfortunately we will not be able to make the changes and your order will arrive as per the original details.

However, once the order arrives you will be eligible for an exchange providing the item meets the following criteria:

  • returned within 10 days of you receiving order;
  • as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
  • in a resalable condition; and
  • not damaged in any way.

Please note the following when exchanging due to order errors:

  • we cannot arrange product exchanges until we've received your item within 10 days;
  • we cannot exchange items that are in transit. Once an order has arrived you will have 10 days to return the item to be eligible for an exchange.
  • if you are exchanging items with a difference in price you will have to either pay the difference if it is more expensive or you will be eligible for store credit if it is less. We do not offer refunds on price discrepancies.
  • we cannot accept exchanges on items that come in sealed packages or boxes where seals are damaged or broken;
  • returned items must have tags still on and be returned in original packaging;
  • returned items must have no visible signs of wear or use.
  • If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@sumacstore.com.

GIFTS 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING
All items are to be sent to our warehouse in Guangzhou. Cost of shipping is to be borne by the customer. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.