To protect our merchants and maintain aggressive wholesale pricing, SuspireX enforces a strictly regulated Refunds and Exception Handling matrix.
1. Base Return Philosophy
As a B2B fulfillment hub, SuspireX does not accept "buyer's remorse" returns from end-customers. We only issue ledger credits to merchants for distinct operational failures: Damaged Goods, Incorrect Item Dispatches, or Verified Package Loss.
2. Damaged or Defective Assets
If an end-customer receives a product structurally damaged during transit or suffering from a manufacturing defect, the merchant must open a Support Ticket within 7 days of the delivery timestamp. A clear photograph of the defect and the shipping label is strictly required. Upon verification, SuspireX will credit the full Wholesale + Shipping cost to the merchant's wallet.
3. Incorrect Item Dispatch
In the event our picking algorithms fail and dispatch the wrong SKU or variant (e.g., Red instead of Blue), SuspireX assumes full liability. We will dispatch the correct item entirely at our expense, or provide a 100% ledger credit if the merchant prefers to refund the end-customer directly.
4. Package Loss & Transit Exceptions
A package is officially declared "Lost in Transit" if the tracking vector fails to update for 30 consecutive days (45 days during Q4/Lunar New Year). Once declared lost, SuspireX will immediately credit the merchant's wallet. We do not preemptively refund delayed packages that remain actively scanned within the logistics network.
5. End-Customer Returns Routing
Because SuspireX leverages global freight, shipping a $10 item back to our Asian or US hubs is economically unviable. We do not provide return shipping labels to end-customers. For defective items, the customer may dispose of the product after photo verification.
6. Sizing Discrepancies (Apparel)
SuspireX provides accurate sizing matrices (CM/Inches) in the Master Catalog. We do not issue refunds for apparel items that do not fit the end-customer, provided the item dispatched matches the exact dimensions listed on the original catalog push.
7. Unclaimed or Refused Parcels
If an end-customer refuses delivery, fails to collect the parcel from a local depot, or provides an undeliverable address vector, the package will ultimately be destroyed by the local courier. SuspireX will not issue a refund for these operational failures.
8. Custom Branded Material Refunds
Funds debited for Custom Scotch Tape, Labels, or Hangtags are strictly non-refundable once the asset enters the physical printing queue. If you disconnect your merchant node, any remaining physical branding materials held in our warehouse will be recycled.
9. Fraudulent Dispute Monitoring
SuspireX Operations actively monitors merchant refund ratios. Nodes exhibiting anomalous defect claims or attempting to systematically abuse the Refund Matrix will have their API access severed and wallet balances frozen pending a manual audit.
10. Ledger Credit Execution
All approved refunds are executed exclusively as internal SuspireX Ledger Credits. We do not reverse wire transfers or JazzCash payments back to external bank accounts. Ledger credits are applied instantly and can be utilized to fund subsequent API order dispatches.