Refund policy
💰 Refund & Return Policy
Last updated: August 24, 2025
We want you to love your purchase from SUBSTYEL. If something isn’t right, we’re here to help.
🧾 Quick Summary
- Return window: Within 30 days of delivery
- Method: Returns processed by mail (no in-store returns)
- Return label: Free prepaid label for defective, damaged, or incorrect items (see Safety Clause for others)
- Restocking fee: None
- Refund timing: Within 7 days after inspection
- Exchanges: Accepted when stock is available
🛡️ Safety Clause for Non-Defective Returns
We always provide a free prepaid label for defective, damaged, or incorrect items. For non-defective returns (e.g., size issue or change of mind), support varies by region. Before you ship, we will:
- Provide a prepaid label and deduct its cost from your refund, or
- Offer a free exchange or store credit, or
- Guide you to return using your own postage if prepaid labels aren’t supported locally.
✅ Eligibility Conditions
- Items must be new, unused, unwashed, and in original packaging with all tags attached.
- Request must be started within 30 days of delivery and shipped within the approved return window.
- Include your order number and photos for defective/damaged/incorrect items.
🚫 Non-Returnable Items
- Final-sale or clearance items and gift cards
- Intimates/swimwear once hygiene seals are removed or packaging opened
- Items showing wear, washing, alteration, stains, odors, or missing parts
📦 How to Start a Return or Exchange
Email support@substyel.com with the subject line “Return – Order #12345”.
Include:
- Your order number and the item(s) you’d like to return
- The reason for the return
- Whether you’d prefer a refund, exchange, or store credit
We’ll reply with approval and next steps. If eligible, you’ll receive a prepaid label or the options available under the Safety Clause.
💳 Refunds
After warehouse inspection, approved refunds are issued to your original payment method within 7 business days. Banks or payment providers may take an additional 2–5 business days to post the credit.
🌍 Regional Notes (30-Day Policy)
The 30-day return window applies to all destinations below; label availability and postage responsibility may differ by region.
🇺🇸 United States
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label.
Non-defective: Handled per the Safety Clause (possible label deduction, exchange, or store credit).
🇨🇦 Canada
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label where supported; otherwise reimbursement or store credit.
Non-defective: Handled per the Safety Clause.
🇦🇺 Australia
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Handled per the Safety Clause.
🇬🇧 United Kingdom
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label where supported.
Non-defective: Handled per the Safety Clause.
🇸🇦 Saudi Arabia
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Case-by-case basis (may include label deduction, exchange, or store credit).
🇦🇪 United Arab Emirates
Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Case-by-case basis per the Safety Clause.
🌏 Rest of World
Returns accepted within 30 days of delivery for all other supported countries.
Defective/damaged/incorrect: Free prepaid label or reimbursement where available.
Non-defective: Handled per the Safety Clause and local postal rules (may include label deduction or exchange option).
📦 Packaging & Condition
Use the original box or equivalent protective packaging and include all accessories and tags. Items not meeting return conditions may be refused or refunded partially.
🚚 Wrong Address & Undeliverable Parcels
If a parcel is returned due to an incorrect or incomplete address, we can reship (postage payable) or refund the item price minus any original shipping once received back at the warehouse.
📘 Additional Notes
- Return approval must be confirmed via email before sending items back.
- Orders with multiple items may require separate return labels depending on origin warehouse.
- Shopify “Manage Return Rules” apply to orders placed after the rules were enabled. Earlier orders follow this policy’s intent as closely as possible.
Need help? Contact support@substyel.com — we’re always happy to assist.