Returns & Refund Policy

Purpose

1.1. The Return and Refund Policy (“Policy”) defines the rights and obligations of SUKE and the Customer who purchases any Product offered for sale on SUKE Shopping Platforms in regard to any exchange, cancellation, return and refund of the Product.

1.2. All Customers are advised to read this Policy and SUKE’s Terms and Conditions of Sales (“Terms and Conditions”) prior to making any request for changes and/or cancellation of the Order or requesting to exchange and/or return any Product purchased or requesting for any refund from SUKE. Any definition referred to in the Terms and Conditions shall be applicable herein.

1.3. By going to SUKE website to register an Account or by calling SUKE Call Centre at 03-9226 2253 to place an order or by placing an order through SUKE Shopping Platforms or by using any other facilities made available by SUKE from SUKE Shopping Platforms, Customers are deemed to have read, accepted and agreed to abide by the Policy.

1.4. SUKE reserves the right to amend, change, revise, modify, alter or remove this Policy and any of the information made available to the Customers at any time it deems fit without prior written notice. Any amendment, revision, modification, alteration or removal shall be effective after they are posted on SUKE Shopping Platforms. The continued access and use of the features and/or services of SUKE Shopping Platforms shall be deemed as irrevocable acceptance of the amendment, revision, modification, alteration or removal and the Customers agree to be bound by the same.

Order Cancellation

2.1. Customer may request cancellation of its Order, subject to the terms and conditions stated herein, at any time prior to the acceptance of the Order by SUKE or vendor reflected in the system that SUKE may time to time designate or develop (“System”) for the purpose of monitoring the Order and thereafter, to request for refund if payment for the Product has been made by the Payment Methods stated in the Terms and Conditions other than COD. For the avoidance of doubt, once the Order made by the Customer has been accepted by SUKE or vendor, no request for cancellation can be made by the Customer.

2.2. For a Customer to cancel its Order, a request for cancellation must be made through the Customer’s Account or by calling SUKE Call Centre and such request is subject to the approval by SUKE. Any Order cancellation however is not applicable to any Product that is made or manufactured under the specifications, personalization or instructions by the Customer or any Product that is made upon order.

2.3. Notwithstanding the above, SUKE shall have the sole and absolute discretion to decide, from time to time, on type of Order that may be cancelled. In view thereof, all Customers are advised to call SUKE Call Centre to speak with SUKE’s representatives or to browse through the Shopping Platforms to inquire on the list of Order eligible for cancellation.
Exchange and/or Return of Product

3.1. Once the Customer has received the Product, the Customer may exercise its right to exchange and/or return any Product that is defective or found to be damaged not due to the Customer’s own act within SEVEN (7) calendar days (“Return Period”) from the date the Customer received the Product (“Date of Product Receipt”) by submitting a request online together with the photograph or any proof showcasing the defective or damaged state of the Product to SUKE through the Customer’s Account or by calling SUKE Call Centre for verification purposes.

3.2. All Customer are advised to inspect the Product received promptly upon receipt to ensure that the Products are not damaged and/or defective. Any request for exchange and/or return can only be made for not more than two (2) times (provided always that the first request for exchange and/or return shall be made within the Return Period) and shall not be later than seven (7) days from the date of the Customer’s receipt of the exchanged or returned Product.

3.3. An Approved Notice (“Approved Notice”) will be issued by SUKE once a request for exchange or return of the Product is approved. The Customers are advised to check their Account to generate the Return Label and to attach the same prior to dropping off the returned package to the Drop Off point that will be determined by SUKE from time to time. For the avoidance of doubt, all returned package must be drop off within seven (7) days after the issuance of the Approved Notice failing shall give right to SUKE to reject or decline the request made by the Customers.

3.4. For the avoidance of doubt, any Product that is eligible for exchange can only be exchanged to a new Product of the same nature and style save and except for any apparel with the issue of sizing whereby SUKE agrees that the Customer may, within the Return Period, exchange for the Product of the same style to a different size than those ordered by the Customer.

3.5. Notwithstanding the above, any request for exchange and/or return of the Product under this Policy may be rejected by SUKE if:

3.5.1. the first request for exchange and/or return of the Product is made after the expiry of the Return Period;
3.5.2. any subsequent request (following the first request) for exchange and/or return of the Product has been made more than two (2) times and/or the total day number of days for subsequent request has exceeded seven (7) days from the date of the Customer’s receipt of the exchanged or returned Product;
3.5.3. the Product (including any free gifts or promotional items and/or the warranty card associated with the Order) is not in their original packaging with all the tags, accessories, parts, invoice and warranty card (if any) is not enclosed and where any seal is attached, has been broken;
3.5.4. it is specified in the on the Shopping Platforms and/or the warranty card that no exchange or return of the Product is allowed or if there is a warranty by the manufacturer but such damage and/or defect is not covered under the manufacturer’s warranty;
3.5.5. of the Product such as undergarment, inner wear, cosmetic and/or beauty item, fashion item and bedding item returned for exchange is soiled, damaged or shows any form of wear and tear. For the avoidance of doubt, the Product stated herein can only be exchanged due to manufacturing defect and/or error in colour or size;
3.5.6. any perishable or non-perishable items which shall include but is not limited to food and beverage, health supplements, fresh produce and/or plants has been consumed or used either fully or partially;
3.5.7. the tag and/or serial number of the Product is missing and/or has been tampered with; or
3.5.8. the Products, to the reasonable satisfaction of SUKE, its affiliates, the supplier and/or manufacturer, is not cleared of any defects or damage caused by the Customers or it is an unacceptable condition.

3.6. SUKE shall have the sole and absolute discretion to decide on type of Products that may be exchanged or returned. In view thereof, all Customers are advised to call SUKE Call Centre to speak with SUKE’s representatives or to browse through the Shopping Platforms to inquire on the list of items eligible for exchange or return.

3.7. All request for exchange or return made in the Return Period shall be made to SUKE and thereafter the delivery or collection of the exchange or return is to be to or will be made by any party directed by SUKE to be determined at its sole discretion provided always that such request is made within the valid warranty period associated with the Products and subject to the warranty conditions and applicable law related to the Products and/or Order.

3.8. During the Return Period, all exchanges and returns of any Product will be collected and/or redelivered by SUKE or by any party directed by SUKE at the cost and expense of the respective Products’ manufacturer or supplier or vendor save and except for the issue of sizing provided in Clause 3.3 above whereby the Customer shall bear its own cost and expense under such circumstance.

3.9. The Customers acknowledge and agree that any request for exchange or return of defective Products after the expiry of the Return Period may be addressed directly to the respective Products’ manufacturer or supplier or vendor at the service centre or any other location provided in the warranty card provided always that the warranty period associated to the Products is still valid, and that all exchange or return may also be subject to any terms and conditions that may be imposed by the respective Products’ manufacturer or supplier or vendor.

3.10. Please take note that SUKE does not honour any walk-in returns or exchanges and all requests shall be made in accordance with the terms and conditions stated herein.
Refund

4.1. Subject to the terms and conditions stated in this Policy, the Customers acknowledge and agree that any request for refund shall only be processed by SUKE upon the successful clearance and/or acceptance, up to its reasonable satisfaction, of any damaged or defective Products returned by the Customers or upon cancelation of any Order under Clause 2 above.

4.2. Upon cancellation of any Order or after the verification on the nature of the damage and/or defect of the Products by SUKE, the Customers may receive an acknowledgement to their request for refund via email or any notification to their registered phone number. SUKE’s processing time for any refund request to be submitted to the bank and/or the relevant financial service provider will be within fourteen (14) Business Days from the Customer’s receipt of the refund request acknowledgement by SUKE whereby the Customer is entitled to refund either in the form of voucher to be issued by SUKE or in the form of cash to be credited to the same bank account associated with the Cards, Internet Banking or E-Wallet used when the payment was originally made.

4.3. The Customers warrant and acknowledge that the refund process which shall include but not limited to the time frame for the refund to be credited is subject to the terms of payment opted by the Customers during the purchase and the issuing financial institutions and/or service providers. In view thereof, all Customers are advised to contact their respective issuing financial institutions and/or service providers for the status of their refund or should there be any delay after the request for refund has been confirmed by SUKE.
General

5.1. For avoidance of doubt, no request for cancellation, exchange, return or refund on any Products purchased from the Shopping Platforms may be made by the Customers upon the expiry of the Return Period or any other period SUKE deems fit at its sole and absolute discretion. All Parties agree that the decision made by SUKE in regard to this matter shall be final and binding.