Refund policy

IMPORTANT NOTICE
WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE CUSTOMER'S RESPONSIBILITY.

CAN I RETURN MY ORDER?
Yes, you can. If you are not satisfied with your order, you may return it within 30 days of receiving it, provided that the following conditions are met:

* The product must be complete, in its original condition and properly packaged.
* Only normal use of the product is permitted.
* Damage caused by misuse or negligence will not be accepted.
* Hygiene products must be thoroughly cleaned before being returned.
* If the product is defective, this must be reported immediately after receipt.
* Return shipping costs are the customer's responsibility.
* Returns are processed within 7 business days and, if approved, official confirmation will be provided within this period.

We reserve the right to refuse returns if the product is returned used or damaged.

HOW CAN I RETURN MY ORDER?
If your order meets the conditions above, please follow these steps:
Send an email to: info@susan-charleston.com

In your email, please provide:

* Order number
* Reason for the return
* Photo of the product (if damaged)
* Full name
* Full address

We will contact you with the exact return instructions.
Never send the parcel without receiving return instructions from us first. We will provide you with the correct return address.
Return shipping costs are always the customer's responsibility.

ORDER CANCELLATION – RIGHT OF WITHDRAWAL
The customer has the right to cancel their purchase if it was made for private purposes and not for commercial purposes.

A. WITHDRAWAL PERIOD
Right of withdrawal: You have 30 days from receipt of the last product.
Due to our automated system, orders are processed immediately after they are placed. It is therefore not possible to cancel an order before delivery.
To exercise your right of withdrawal, you must send a clear statement by email to Susan Charleston.
The withdrawal is only valid once the products have actually been received by us.
Return shipping costs are the customer's responsibility.

DURING SHIPPING
Our products are shipped from the United States via UPS, and delivery times may vary and may be outside our control.
If the products have already been shipped, the order can no longer be cancelled.
We recommend waiting until you have received the product before initiating a return, but you may notify us of your intention in advance.
Please always provide proof of return shipment to help speed up the process.

CONSEQUENCES OF WITHDRAWAL
In the event of a return, we will refund the amount paid, excluding delivery costs and any additional costs incurred if a standard delivery option was not selected.
The refund will be issued within a maximum of 14 days after we receive the returned product.
The refund will be made using the same payment method used for the original purchase, unless otherwise agreed.
No additional fees will be charged.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN THE UNITED STATES, AND RETURN SHIPPING COSTS ARE THE CUSTOMER'S RESPONSIBILITY.

COMPANY INFORMATION
Susan Charleston is operated by Never Sleep LLC, a company based in the United States.
EIN: 98-1969119
Address:
30 N Gould St. Ste 60363
Sheridan, WY 82801
United States
Contact: info@susan-charleston.com