1. What Is Your Return & Refund Policy?
If a product has a valid and verified issue, such as damage during transit or receiving the wrong item, the customer may request a return and refund. Approved returns are eligible for a 50% refund of the applicable product amount. After the applicable 5% tax deduction, the customer receives 45% of the approved refund amount.
Returns without a valid reason or sufficient proof of the reported issue will not be approved.
2. How Do I Prove a Product Issue?
To qualify for a return and refund, customers should record a clear unboxing video or take high-quality photographs immediately after receiving the order. The evidence should clearly show the damaged, defective, or incorrect product.
Customers should submit the relevant video or photographs to the SUFLEXO support team for review and verification before returning the product.
3. How Long Does the Refund Process Take?
Once the returned product has been received and the reported issue has been verified and approved, SUFLEXO will process the approved refund within 3 to 5 working days through the applicable payment method.
After the applicable 5% tax deduction, the final refund amount received by the customer will be 45% of the approved refund amount.
4. Can I Return a Product If I Change My Mind?
No. Due to the hygiene and personal-care nature of cosmetic and beauty products, SUFLEXO does not accept returns or provide refunds for change of mind, personal preference, or an incorrect purchasing decision.
Returns are considered only when there is a valid and verified product issue covered by this policy.
5. Who Covers Return Shipping Costs?
If SUFLEXO officially approves a return because of a verified product defect, damage during transit, or an incorrect item being delivered, our team will provide return instructions and cover or reimburse the applicable return shipping cost.
6. When Can a Return Be Rejected?
A return request may be rejected if the reported issue cannot be verified, sufficient evidence is not provided, the product does not match the reported issue, or the request is based solely on change of mind or personal preference.
7. Return & Refund Approval
All return requests are subject to review by the SUFLEXO support team. A refund is processed only after the returned product and the reported issue have been reviewed and approved.