returns and repaIrs polIcy
Last updated: 02/10/2025
At suzle. LTD, every product is handmade, individually numbered, and one-of-a-kind. We take pride in the quality of our work and want you to be delighted with your order. This policy explains your rights and what to do if there is a problem.​
1. Your Right to Cancel (Change-of-Mind Returns)
If you purchased online, you have the right to cancel your order within 14 days of receiving it, for any reason.
To cancel:
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Email hello@suzle.co.uk within 14 days of receiving your order
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Return the item(s) within 14 days of notifying us
We will refund:
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The price you paid for the item(s)
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The standard outbound shipping cost (if you paid one)
You will need to pay the cost of return shipping unless the item is faulty or incorrect.
We may deduct from your refund if the item has been handled in a way that reduces its value (for example, if it has been used or damaged).
Customers outside the UK and EU:
This 14-day cancellation policy is offered as a goodwill gesture and does not affect any legal rights you may have under your local consumer law.
2. Faulty, Damaged, or Incorrect Items
You have a 30-day short-term right to reject faulty or incorrect items for a full refund under the Consumer Rights Act 2015 (UK) or equivalent EU law.
To report an issue:
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Contact hello@suzle.co.uk within 30 days of receipt
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Provide your order number and, where possible, photos of the issue
Where possible, we will offer a repair or replacement first. If this is not possible, you may choose a full refund.
We will cover the reasonable cost of return shipping for confirmed faults or incorrect items.
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3. Sale Items
Sale and discounted items are still covered by your legal 14-day cancellation right if bought online.
However, we do not offer any additional goodwill returns beyond this legal right for sale items.
4. Refunds
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Refunds will be made to your original payment method
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Processed within 3–5 working days of receiving the returned item(s)
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We cannot issue refunds to a different payment method
5. Repairs & Aftercare
Every suzle. product is handmade and one-of-a-kind. We will always try to repair an item where possible.
If you would like a repair outside of the 14-day return period, email hello@suzle.co.uk. We may be able to offer a paid repair service depending on the materials available.
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6. Return Shipping
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Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect
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We strongly recommend using a tracked delivery service, as we cannot be held liable for items lost in transit
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7. Contact Us
To start a return, request a repair, or ask about an issue with your order, please email: