ORDER ISSUES & GRIEVANCE POLICY

Return Policy:

If you experience any concerns or issues with your purchase, please reach out to us through our Contact Form within 07 business days of receiving your order. Kindly provide a brief explanation of your grievance so our team can review it. Our customer service department is dedicated to ensuring your satisfaction and will assist in arranging a replacement or a refund where applicable.

Important Note on Returns: To make the process easier for you, there is no need to mail the item back to us under any circumstances. Please avoid returning any products without our explicit prior request. Sufiyana Store will not be held liable for any shipping losses or additional expenses incurred from unauthorized or unapproved returns.

CANCELLATION & REFUND POLICY 

By shopping with us, you agree to the following terms regarding order adjustments, replacements, and refunds.

1. ORDER ADJUSTMENTS & CANCELLATIONS

1.1. Modifications: We process orders quickly to ensure timely delivery. You have a 06-hour window from the time of purchase to request changes to your shipping address or product variant via our Contact Form.

  • If a change increases the order value, additional payment must be confirmed within 48 hours.

  • If a change decreases the value, the price difference is non-refundable.

  • Please note that removing items may disqualify your order from active promotions.

1.2. Cancellations: Orders cancelled within the 06-hour window are subject to a non-refundable payment processing fee.

1.3. Late Requests: Cancellations are not permitted after 06 hours. If we encounter insufficient address details, we will contact you via email. If no response is received within the specified timeframe, we reserve the right to cancel the order and issue a partial refund after deducting processing and shipping costs.

2. REPLACEMENTS & REFUNDS

2.1. Eligibility: You may qualify for a replacement or refund if:

  • Non-Delivery: Your order hasn’t arrived after 45–60 business days (Standard/Premium) or 60–90 business days (Eco).

  • Quality Issues: The product is damaged or defective. Claims must be submitted within 07 business days of the delivery date shown on your tracking info.

2.2. Required Evidence: To process your claim, please provide:

  • An unboxing video recorded upon receiving the package.

  • Clear photos of the damage, quality issue, or incorrect design/color.

  • For sizing issues, a photo of the item being measured with a ruler alongside the size label.

  • A photo of the original shipping label attached to the package.

2.3. Processing Time: Once your claim is approved via email:

  • Refunds: Processed within 3–5 business days (final credit depends on your bank).

  • Replacements: A new tracking number will be provided within 7–10 business days.

3. IMPORTANT DISCLAIMERS

  • 3.1. Verification: We reserve the right to request documentation for any order. Fraudulent activity or failure to provide accurate information may result in account suspension or refusal of support.

  • 3.2. Shipping Liability: Sufiyana Store is not responsible for delivery failures due to incorrect addresses, recipient absence, refused packages, or theft after delivery.

  • 3.3. User Errors: We cannot accept responsibility for incorrect selections made by the customer regarding size, color, or design.

  • 3.4. Packaging: Bulky items may be folded to meet carrier standards. Any resulting creases are not considered defects and will typically disappear if the product is laid flat for 3–5 days.