At Susan Sweet, we’re committed to ensuring that you’re delighted with every purchase. If your order isn’t just right or if you’ve had a change of heart, we’re here to make the return process as smooth and straightforward as possible. Please read our policy below to understand our guidelines and steps for returns, exchanges, and refunds.

Eligibility for Returns

  • Return Period: We accept returns and exchanges within 30 days of purchase. If 30 days have passed since your purchase, we unfortunately can’t offer a refund or exchange.
  • Product Condition: Items must be unopened, in their original packaging, and in the same condition as received. For hygiene and safety reasons, we cannot accept returns for items that have been opened or partially consumed.
  • Non-Returnable Items: Due to safety standards, certain items such as perishable goods, opened packages, and personalized items are not eligible for returns. If you have questions about specific items, please reach out before initiating a return.

How to Start a Return or Exchange

  1. Contact Us
    Begin by reaching out to our Customer Support team at [email protected] or call us at 813-857-0267. Our team will guide you through the return process and provide any necessary information, including your return authorization number if applicable.
  2. Prepare Your Return
    Once you’ve received return instructions from us, carefully package the item(s) in their original packaging to prevent any damage during shipping. Please include a copy of your original receipt or proof of purchase.
  3. Ship Your Return
    Unless the return is due to a defect or an error on our part, customers are responsible for return shipping costs. For your protection, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost in transit.
  4. Confirmation and Refund
    Once your return is received and inspected, we will send you an email confirming the approval or rejection of your refund. Approved refunds will be processed and automatically applied to your original method of payment within 5-7 business days. Please allow additional time for your bank or credit card company to process and post the refund.

Exchanges

If you need to exchange an item for a different product, please initiate the process by contacting us at [email protected] or calling 813-857-0267. Exchanges are subject to product availability and must adhere to the same 30-day window and unopened-condition guidelines. We recommend checking with us to ensure your desired exchange item is available.

Defective or Damaged Items

If you receive an item that is defective or damaged, please contact us immediately at [email protected] or 813-857-0267. We will be happy to assist you with a replacement or refund. Please provide photos of the damaged or defective item, along with your order information, so that we can promptly resolve the issue.

Final Sale Items

Items marked as Final Sale are not eligible for returns or exchanges. Please verify product details before completing your purchase to ensure satisfaction.

Questions?

Our team is here to help! For any questions regarding your return, exchange, or refund, feel free to reach out to us at:

  • Email: [email protected]
  • Phone: 813-857-0267
  • Address: 2034 Maryland Ave NE, Washington, DC 20002, USA

We’re committed to making every shopping experience with Susan Sweet a pleasant one, and we’re here to ensure your satisfaction. Thank you for choosing us to satisfy your sweet cravings!