Return & Refund Policy

Sumac Store accepts eligible returns for store credit, exchange or refund, depending on the reason for the return. Please read the terms below before sending an item back.

This policy does not limit any consumer rights that cannot be excluded under the laws that apply to your purchase.

1. Change-of-mind returns

If you have changed your mind, you may request store credit or an exchange. We do not issue refunds to the original payment method for change-of-mind returns.

To qualify, you must:

contact us within 10 calendar days after the tracking shows delivery;
receive return authorisation from us before sending the item;
send the return within seven calendar days after authorisation;
return the item unused, unworn and unopened, with all original packaging, tags and seals intact;
return the item in resalable condition without damage or signs of use; and
use a tracked shipping service and email us the carrier name and tracking number immediately after sending the parcel.

We cannot process store credit or an exchange until the return has been delivered, identified and inspected.

Products cannot be returned or exchanged while they are in transit. If your order has already shipped, you must wait until it has been delivered before requesting a return.

Discounted, promotional and final-sale items cannot be returned or exchanged because of a change of mind unless the product page expressly states otherwise. This restriction does not apply to remedies available for defective, damaged or incorrectly supplied goods.

2. Requesting a return

Email support@sumacstore.com and provide:

your order number;
the purchaser's name and delivery address;
the reason for the return; and
a clear photo showing the item in its original packaging.

If the return is eligible, we will send you return authorisation, the correct return address and any reference code that must appear on the shipping label or inside the parcel. Return addresses vary by product and destination.

Do not return an item to the address printed on the original parcel or to any address not supplied by our support team. Unauthorised returns may be delayed or may not reach the facility assigned to your order.

Return authorisation does not constitute final approval of store credit, exchange or refund. The item must first be received and inspected.

3. Mandatory tracking

Every return must be sent using a trackable shipping service. You must email the carrier name and complete tracking number to support@sumacstore.com immediately after sending the parcel.

Our return facilities process parcels for multiple businesses. The tracking number, order number and any warehouse reference supplied by us are required to identify your parcel and match it to your order. We cannot verify receipt or process a return until its delivery and order details can be confirmed.

For change-of-mind returns and customer ordering errors, you are responsible for the return shipping cost and for making a claim against the carrier if the parcel is lost or damaged in transit. We recommend purchasing shipping insurance for higher-value returns.

4. Damaged, defective or incorrect goods

If your order arrives damaged, defective, materially different from its description or contains the wrong item, contact us as soon as possible. Contacting us within 10 calendar days after delivery allows us to investigate shipping damage promptly. This notification period does not limit any rights that cannot legally be limited.

Please provide:

your order number and a description of the problem;
clear photos or video showing the item and the reported problem; and
photos of the inner and outer packaging and the visible shipping label, where available.

Please keep the item and all available packaging until we complete our assessment or tell you that it may be discarded.

We may inspect the item or arrange an assessment by the manufacturer or another qualified party. Depending on the circumstances and applicable law, the available remedy may be a repair, replacement, store credit or refund.

When we require the return of an item for a confirmed problem caused by us, we will tell you whether we will provide a prepaid label or reimburse a reasonable, pre-approved return shipping cost.

A remedy may be refused where the evidence or inspection shows that the problem resulted from misuse, accidental damage after delivery, abnormal use, failure to follow the manufacturer's instructions or a failure to take reasonable care of the item. If a claim is rejected after the item has been returned, you will be responsible for the cost of sending the item back to you, except where applicable law requires otherwise.

5. Customer ordering errors

If you selected the wrong product, model, size, colour or other option, contact us immediately. We will try to amend the order before fulfilment, but changes cannot be guaranteed.

Once an order has been shipped, it cannot be amended or exchanged while in transit. After delivery, you may request an exchange within 10 calendar days, subject to the same condition, authorisation, shipping and tracking requirements that apply to change-of-mind returns.

You are responsible for return shipping and any shipping charge for the replacement item. If the replacement costs more, you must pay the difference. If it costs less, the difference will be issued as store credit. We do not issue a cash refund for a price difference caused by a customer ordering error.

6. Sale and promotional items

Discounted, promotional and final-sale items are not eligible for change-of-mind returns, store credit or exchanges unless expressly stated otherwise on the product page.

This restriction does not remove any remedy that may be required where an item is defective, damaged, incorrectly supplied or materially different from its description.

7. Exchanges

Exchanges are subject to product availability. We cannot reserve a replacement while the original item is in transit to our return facility. If the requested replacement is unavailable after the return is approved, we may offer an alternative product or store credit.

Replacement shipping time depends on the destination and product availability. We will provide the available shipping information by email.

8. Gifts

If an order was marked as a gift when purchased and sent directly to the recipient, an approved change-of-mind return will be issued as gift credit.

If the order was not marked as a gift, any eligible refund will be issued to the original payment method used by the purchaser. Store credit may be issued to the original purchaser or, at our discretion and with appropriate order verification, to the gift recipient.

9. Shipping charges

Original shipping charges and customer-paid return shipping charges are non-refundable for change-of-mind returns and customer ordering errors.

If a refund is required for a damaged, defective, incorrect or materially misdescribed item, shipping charges will be handled as required by applicable law and the circumstances of the claim.

10. Inspection and processing

We will notify you after the return has been located and inspected. We will then confirm whether the return has been approved or rejected and identify the applicable remedy.

Approved store credits and exchanges will normally be processed within seven business days after inspection. Where a refund to the original payment method applies, we will submit it within seven business days after approving the returned item. Your bank or payment provider may require additional time to display the credit in your account.

Refunds can only be issued to the original payment method unless applicable law requires another method.

11. Chargebacks and payment disputes

If you have opened a chargeback or payment dispute, the disputed funds may already have been removed from our account while your bank reviews the claim. We cannot issue a separate monetary refund for the same transaction while the dispute remains active.

A physical return does not automatically close a chargeback. We may ask you to contact your bank to withdraw the dispute and provide official withdrawal confirmation if you want the return handled directly under this policy.

If your bank resolves the dispute in your favour, that decision serves as the monetary resolution for the disputed amount and no duplicate refund, store credit or exchange will be issued for the same returned item. If the dispute is withdrawn or resolved in our favour, any qualifying return will be handled under the applicable section of this policy.

12. Contact

For return questions or to request authorisation, email support@sumacstore.com.

The version of this policy in effect when your order was placed generally applies to that order, subject to any rights or obligations imposed by applicable law.