Last Updated: 2025
We follow the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
As a handmade fashion brand, most items fall under non-returnable categories.
1. Refund Eligibility
Refunds are available if:
• The item arrives damaged
• You receive an incorrect product
• The item is faulty
To qualify:
• Contact us within 48 hours of receiving your order
• Provide photos or videos as proof
• The item must be unused and in its original condition
2. Change-of-Mind Returns (UK Law Notice)
Under UK law, customers normally have 14 days to return online orders.
However, this does not apply to:
• Handmade items
• Custom-made or personalised products
Because most Sutaree products are handmade, change-of-mind returns are not accepted.
3. Return Shipping
• If the mistake is ours (wrong or damaged item) → we cover shipping costs
• If the customer requests a return for non-eligible reasons → return not accepted
4. Refund Processing
Once your refund is approved:
• Refund will be issued to the original payment method
• Processing time: 5–10 business days
• Shipping charges are non-refundable, unless the error was caused by Sutaree
5. Exchanges
Exchanges are accepted if:
• A wrong item was delivered
• The item is damaged or faulty
6. Non-Returnable Items
The following items cannot be returned:
• Customised or personalised orders
• Handmade items with natural variations
• Sale or discount items
• Used or altered products
7. How to Request a Refund or Return
To request a refund or return, please email us with:
• Full name
• Order number
• Photos or videos of the issue
📩 Email: contact@sutaree.co.uk
📞 Phone: +44 7488 363660
Notes: