Returns, Refunds & Exchanges

Effective Date: January 2025 · Toronto, Ontario, Canada

We want every Suteraa piece to feel like it was made for you. If something isn't quite right, we've made it easy to get sorted, here's everything you need to know about returning or exchanging your order.

✦ Return window: 30 days from the date your order is delivered
✦ Free return shipping only on damaged, defective, or incorrect items
✦ Refunds processed within 10 business days of us receiving your return

1. Our Return Window

You have 30 days from the date your parcel is marked as delivered to initiate a return. Requests received after this period, unfortunately, cannot be accommodated. We recommend keeping your delivery confirmation email so you have the exact date on hand.

2. Return Eligibility

To qualify for a return, your item must meet all of the following conditions at the time it reaches us:

Unworn, unwashed, and unaltered, in the same condition it was when it left us
All original tags attached and packaging intact
Free from perfume, deodorant, makeup, or any marks that suggest the garment has been worn
Accompanied by your order number or proof of purchase

If you're unsure whether your item qualifies, just drop us a message before sending it back, we're happy to advise.

3. Starting Your Return

To begin the process, email us at info@suteraa.com with your order number and a brief note about why you'd like to return. We'll reply with your return authorisation, the shipping address, and step-by-step instructions.

Important: Please do not send items back without receiving return authorisation from us first. Packages returned without prior approval will not be accepted and cannot be refunded.

4. Return Shipping Costs

Standard Returns

The cost of return shipping is the customer's responsibility for all change-of-mind returns. We recommend using a tracked service and retaining your proof of postage, as we are unable to take responsibility for parcels lost in transit on their way back to us.

Damaged, Defective, or Incorrect Items

If we've made an error, your item arrived faulty, damaged in transit, or different from what you ordered, we'll cover the return postage in full. See Section 5 for how to report these issues. Please note: your original outbound shipping fee is non-refundable unless the return is due to our error. We do not apply any restocking fees.

5. Damaged, Defective, or Wrong Items

We inspect every order before it ships, but if something has gone wrong, we want to fix it quickly. Please examine your order as soon as it arrives. If there's a problem, contact us within 7 days of the delivery date and include:

Your order number
A clear photo of the item showing the issue
A photo of the outer packaging and shipping label

Once confirmed, we'll arrange a prepaid return label and either reship the correct item or issue you a full refund, whichever you prefer.

6. Items We Cannot Accept Back

For hygiene reasons and the integrity of our products, the following are not eligible for return under any circumstances:

Items marked as Final Sale or purchased during a clearance event
Garments that have been worn, washed, or altered after purchase
Intimates, swimwear, or bodysuits (for hygiene reasons)
Custom, personalised, or made-to-order pieces
Items returned without prior authorisation

If you're not certain whether your purchase falls into one of these categories, please reach out before initiating a return.

7. Exchanges

Need a different size or colour? The most reliable way to get what you need quickly is to return your original item for a refund and place a fresh order. This keeps stock available in real time and gets your new piece moving without delay.

If you'd like to discuss a direct exchange, contact us and we'll do our best to accommodate where stock allows.

8. Cancelling an Order

Made a mistake at checkout? You have a 12-hour window from the moment your order is placed to request a cancellation, provided it hasn't already moved into our fulfilment queue. Email info@suteraa.com as quickly as possible with your order number and we'll do our best to catch it in time.

Once an order has been picked, packed, or dispatched, it can no longer be cancelled and must instead go through our standard returns process.

9. How Refunds Work

Once your return arrives and has been inspected by our team, we'll send you a confirmation email letting you know whether your return has been approved. If approved:

Your refund will be returned to your original payment method
Processing takes up to 10 business days from the date we receive the item
The refund amount will match exactly what you paid, all applicable taxes included

Your bank or card provider may take additional time to reflect the credit in your account, this is outside of our control.

If 15 business days have passed since your return was approved and you haven't seen the funds, please contact us at info@suteraa.com and we'll investigate right away.

10. Missing or Undelivered Parcels

If your tracking shows "delivered" but you haven't received your order, we'd ask that you first:

Check around your property, including mailboxes, side entrances, and with building management
Ask neighbours or anyone else at the address who may have received it
Contact your local Canada Post, UPS, or FedEx branch to enquire

Still no luck? Get in touch with us within 14 days of the marked delivery date and we'll raise a claim with the carrier on your behalf.

11. Your Legal Rights

Everything set out in this policy is in addition to, and does not limit or override, any statutory rights you may hold under applicable consumer protection legislation in your jurisdiction. If the law entitles you to something more, that always takes precedence.