Refund Policy

How to Return an Item

If you're not satisfied with your purchase, you may return your item within 30 days of delivery. To start the return process:

  1. Request a Return Form
    Email our customer service team at info@john-susan.com
    Include your order number and the reason for the return.

  2. Wait for Pre-Approval
    All returns must be approved in advance. Returns sent without pre-approval will be refused.

Return Conditions

To ensure your return is accepted, please follow these guidelines:

  • Return Period: Items must be returned within 30 days of receipt. Returns received after this period will not be accepted.

  • Item Condition: Products must be unused, unworn, and in their original packaging.
    ❌ Items excluded from returns: hygiene-related products such as underwear, lingerie, or swimwear.

  • Return at Your Own Risk:

    • We are not responsible for packages lost or damaged during return shipping.

    • We are not liable for packages held by customs.

  • Track & Trace Required:
    Use a return shipping service that provides tracking.
    Send your Track & Trace number to us once your package has been shipped. Returns without tracking may be refused and are not eligible for refund.

Refunds

Once your return is received and inspected at our warehouse, you will be notified by email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed within 30 days via the original payment method.

  • If you haven't received your refund after 30 days:

    • Re-check your bank or credit card statement.

    • Contact your payment provider.

    • If you still need help, email us at info@john-susan.com.

Return Shipping Costs

  • All return shipping costs are the customer’s responsibility.

  • We recommend using a tracked shipping method for your protection.

  • Return Address: Our returns are processed through our central warehouse in China. Return shipping costs may start at approximately $25 USD.

Important Notes

  • Only items that meet all return conditions and have been pre-approved will be accepted.

  • Unauthorized or unqualified returns will not be processed or refunded.

📩 For any questions, don’t hesitate to reach out to us at info@john-susan.com. We’re here to help!