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.

Refund, Resend and Returns Policy
 
At Sufiyana.store, we are committed to providing high-quality products and a reliable shopping experience. To ensure clarity and fairness, we have established the following policy regarding order disputes, shipping, and returns.
 
1. Shipping Delays & Tracking
We monitor every shipment. A refund or resend will be issued if your order has not arrived within the following timeframes:
  • USA: 45 days after dispatch.
  • Brazil: 110 days after dispatch.
  • International: 60 days after dispatch.
  • Specialty/Liquid Items: 100 days after dispatch.
Please Note:
  • If tracking shows the package is “Pending” at your local post office due to an insufficient address or being unclaimed, we recommend contacting your local courier directly for faster delivery.
  • For orders in Israel, packages are often delivered to self-pickup cabinets; please check your local pickup point.
  • We cannot guarantee a refund if tracking shows “Delivered,” but you claim non-receipt. In such cases, we will investigate with the courier (a process taking 1-2 months), but results are not guaranteed.
 
2. Non-Delivery & Shipping Errors
Sufiyana.store will not issue refunds for “Orders Not Received” if the tracking shows the package was successfully delivered. If you have not received a package marked “Delivered,” a non-delivery certification with an official seal from your local post office is required for a claim.
We are unable to offer refunds or replacements if delivery fails due to:
  • Incorrect or insufficient address provided by the customer.
  • No such number/Unknown recipient.
  • Package refused or not picked up from the local office in time.
  • No safe delivery location.
  • Failure to comply with local customs clearance or foreign trade policies.
 
3. Damaged or Incorrect Products
If your order arrives in poor condition or is incorrect, we will provide a full or partial refund or a replacement.
  • Proof Required: You must provide clear photos or videos of the damaged/incorrect item and the shipping label within 30 days of delivery.
  • Packaging: We do not offer refunds for minor damage to packing boxes (scratches, dents) that occur during long-distance international transit if the product inside remains functional.
  • Incorrect Items: For wrong colors or sizes that do not affect function, we offer a partial refund or resend upon verification.
  • Missing Parts: We will resend missing accessories or parts. If the missing part makes the product unusable, we will resend the entire item.
 
4. Order Cancellations
  • Standard Orders: Can be cancelled for a full refund before the item has been processed (usually within 6–12 hours).
  • Custom/POD/Pre-Orders: Once payment is made, these cannot be cancelled as they are custom-prepared for you.
 
5. Return Policy
While we allow returns within 30 days of receipt, we strongly advise against it. Our return facilities are located internationally; shipping costs are extremely high, transit takes over 3 months, and items are frequently lost or damaged during the return journey.
  • The customer is responsible for all return shipping costs and risks.
  • Refunds for returns are only processed once the item is received at our facility in its original, undamaged condition.
 
6. Unacceptable Disputes
We cannot accept refund or return requests for the following:
  • Subjective reasons (e.g., “I don’t like it” or “Product smells unusual”).
  • Customer error (ordering the wrong size, color, or SKU).
  • Minor differences in product description negotiated in advance.
  • Tracking information being deleted by local post offices or third-party couriers.
 
7. Destination Limits & Force Majeure
Due to international logistics limitations, we cannot accept disputes for shipping delays or damages caused by Force Majeure (natural disasters, war, strikes, epidemics, or customs inspections).
Furthermore, we cannot guarantee service or accept disputes for orders shipped to the following restricted destinations:
  • Andorra, Armenia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, British Virgin Islands, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Canary Islands, Cape Verde, Cayman Islands, Central African Republic, Chad, Comoros, Congo, Cook Islands, Costa Rica, Cote d’Ivoire, Cuba, Curacao, Democratic Republic of the Congo, Djibouti, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji Islands, French Guiana, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea Bissau, Guyana, Haiti, Honduras, Iceland, Iraq, Iran, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte Island, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Nevis, New Caledonia, Nicaragua, Niger, Nigeria, Niue, North Korea, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Qatar, Republic of North Macedonia, Republic of South Sudan, Réunion, Romania, Rwanda, Saipan, Saint Bafulimi, Saint Eustacius, Saint Helena, Saint Kitts, Saint Lucia, Saint Martin, Saint Vincent Island, Samoa, San Marino, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Solomon Islands, Somalia, Somaliland, Sri Lanka, St. Helena, Sudan, Suriname, Syria, Tahiti, Tajikistan, Tanzania, Timor Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United States Virgin Islands, Uruguay, Uzbekistan, Vanuatu, Vatican, Venezuela, Vietnam, Yemen, Zambia, and Zimbabwe.
 
Contact Us
To open a claim, please contact our support team using contact us form with your order number and photo evidence.