Returns & Refunds Policy

1. Right to Return

We want you to be completely satisfied with your purchase from Aunty Suzy. If you're not happy with your purchase for any reason, we offer a 14-day returns window from the date you receive your order.

2. Returns Window

3. Condition of Returns

Items must be returned in the following condition to be eligible for a full refund:

4. Non-Returnable Items

The following items cannot be returned for refund:

• Personalised or bespoke items (made to order)
• Items that show signs of wear or damage due to customer use
• Food items (for hygiene and safety reasons)
• Digital products or downloads
• Items returned without original packaging

5. How to Return an Item

To initiate a return, please follow these steps:

1. Contact us at returns@auntysuzy.co.uk within 14 days of delivery
2. Provide your order number and reason for return
3. We'll send you return instructions and a returns address
4. Pack the item securely and post it back to us
5. Once received and inspected, we'll process your refund

6. Return Shipping

You are responsible for the cost of return shipping unless the item is faulty or damaged on arrival. We recommend using a tracked delivery service. Once we receive and inspect your item, we'll process your refund within 7-10 working days.

7. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us immediately with photographs. We will cover the cost of return shipping and will either send you a replacement or issue a full refund, whichever you prefer.

8. Refund Process

Once we receive your return and confirm it meets our returns criteria, we will process your refund within 7-10 working days. The refund will be credited to your original payment method. Please allow 5-10 working days for the funds to appear in your account, depending on your bank.

9. Exchanges

We don't offer direct exchanges, but you can return an item and place a new order for a different product. If there's an issue with sizing, please contact us and we may be able to help.

10. Consumer Rights

The above terms are in addition to your statutory consumer rights. If you believe you have a fault with an item, you may be entitled to remedies under the Consumer Rights Act 2015. For more information, visit the Citizens Advice website or contact Trading Standards.