Return Policy

Thank you for choosing Sukabina! We want to ensure you are completely satisfied with your purchase. If you need to return or exchange an item, please review our comprehensive return policy outlined below.

Return Window

• Return Period: You have 30 days from the date you receive your order to initiate a return or exchange. This allows you sufficient time to evaluate your purchase.

Eligibility for Returns

• Eligible Items:

  • To qualify for a return, items must meet the following criteria:
    • Condition: Items must be unused and in original condition. This means:
      • No signs of wear or use (scratches, scuffs, etc.).
      • Original tags must be attached.
    • Packaging: Items must be returned in their original packaging, including:
      • Boxes, bags, or cases.
      • Any protective materials.
    • Accessories: All accompanying accessories, manuals, and warranty cards must be included in the return.

• Non-Returnable Items:

  • The following items are not eligible for return:
    • Personalized or Custom Products: Items made specifically for you cannot be returned.
    • Final Sale Items: Clearance items or items marked as final sale are not eligible for return.
    • Used or Damaged Items: Products that show signs of use or are damaged after receipt cannot be returned.

Return Process

• Initiating a Return:

  • To initiate a return, please follow these steps:
    1. Contact Customer Support:
       • Reach out within the 30-day return window:
         • Phone: (+62) 812 2596 5950
         • Email: support@sukabina.com
    2. Provide Information: Include your order number and the item(s) you wish to return, along with the reason for the return.
    3. Return Authorization: We will provide you with a return authorization and further instructions.

• Return Shipping:

  • You are responsible for the return shipping costs unless:
    • The item is defective, damaged, or incorrect upon arrival.
    • We will provide a prepaid shipping label in such cases.
  • We recommend using a trackable shipping service or purchasing shipping insurance for valuable items, as we cannot guarantee that we will receive your returned item.

Restocking Fee

• Restocking Fee:
  • A 20% restocking fee will be applied to all returned items. This fee helps cover the costs of processing returns and restocking items in our inventory.
  • The restocking fee will be calculated based on the original purchase price of the returned item.

Refund Processing

• Refund Timeline:

  • Once we receive your returned item, it will be inspected to ensure it meets our return criteria. Refunds will be processed within 7 business days after we receive the return.
  • Refunds will be issued to the original payment method used for the purchase. Depending on your bank or credit card provider, it may take additional time for the refund to reflect in your account.

• Notification:

  • You will receive an email notification confirming the receipt of your return and detailing the status of your refund.

Exchange Policy

• Exchanges:

  • We accept exchanges for items of equal value within the 30-day return window.
  • To initiate an exchange, please contact our customer support team for assistance. Provide your order number and details of the item you wish to exchange.

• Exchange Shipping Costs:

  • You will be responsible for the shipping costs associated with the return of the original item. Shipping for the new item may also be your responsibility unless the exchange is due to a defect or an error on our part.

Customer Support

For any questions or concerns regarding our return and exchange policy, please contact us:

• Phone: (+62) 812 2596 5950
• Email: support@sukabina.com
• Response Time: Our customer support team aims to respond to all inquiries within 1 business day during our operating hours.

Additional Information

• Packaging Your Return:

  • Please pack the item securely to prevent damage during the return shipping process. Including a note with your order number and the reason for the return will expedite processing.

• Refunds for Gift Purchases:

  • If the item was marked as a gift when purchased, the refund will be issued as store credit for the value of the returned item instead of a direct refund to the original payment method.

• Changes to the Return Policy:

  • Sukabina reserves the right to modify this return policy at any time. Any changes will be posted on our website, and we encourage you to review this policy periodically for updates.

Conclusion

We appreciate your business and are committed to ensuring your satisfaction with our products. Thank you for shopping with Sukabina! We look forward to assisting you and hope to serve you again in the future.