Return & Refund Policy

1. Introduction

SuspireX acts as an intermediary between sellers and suppliers. We strive to ensure high product quality, but our policy reflects the B2B nature of our service.

2. Eligibility & Timeframe

Refund or reshipment requests must be made within 7 days of the delivery date or 45 days from the shipment date if the item was not received.

3. Conditions for Returns

We accept returns/refunds for:

• Products arrived damaged or broken.
• Incorrect product received (wrong size/color/SKU).
• Lost packages (tracking shows no movement for 45 days).

4. Non-Returnable Items

We do NOT offer refunds for:

• Customer remorse or change of mind.
• Incorrect address provided by the user.
• Custom Print-on-Demand (POD) items unless defective.
• Private Label / Branded inventory.

5. Return Process

1. Log in to your SuspireX Dashboard.
2. Navigate to Orders > After-Sales.
3. Click "Open Dispute" for the relevant order ID.
4. Upload clear photographic or video evidence of the defect/issue.

Our team will review the dispute within 24-48 hours. Approved refunds are credited back to your SuspireX Wallet instantly or to your original payment method within 5-10 business days.

5. Order Cancellation

Orders can be cancelled only if they have not yet been processed by our warehouse (Status: PENDING). Once an order status changes to PROCESSING or SHIPPED, it cannot be cancelled as the logistics workflow has already initiated.