At SuShive, we stand behind the quality of our premium timepieces and accessories. To ensure a smooth experience for our community, our policy balances absolute fairness with necessary steps to verify every claim.

1. Order Cancellations & Modifications

• Before Shipping: If you need to cancel your order or modify details (such as your address or product variant), please contact us immediately. Modifications and cancellations can only be processed before the item is dispatched.
• After Shipping: Once your order has been shipped, cancellations or modifications can no longer be processed through our website.

2. Mandatory Unboxing Video Requirement (Proof of Claim)

⚠️ CRUCIAL REQUIREMENT: We highly recommend and request all customers to record a continuous video while opening your delivery box. This video must be recorded in a single take without any cuts, edits, or pauses.

 

Without an unedited unboxing video proof, SuShive cannot process any returns or exchanges for damages, defects, or missing items under any circumstances.

3. Exchange Policy (Within 5 Days)

You can request a product exchange within 5 days of delivery under the following eligibility criteria:

• Eligible Issues: Exchanges are strictly applicable if you received an incorrect color, a defective product, or a wrongly delivered item.
• Product Condition: The item must be completely unused, in the exact same condition you received it, with all tags intact, and in its original brand packaging.    
• SuShive's Error: If you received a defective item, wrong product, or incorrect color due to an error on our part, our team will arrange a free reverse pickup from your address.
• Customer Preference / Error: If the item is in perfect condition but you wish to swap it for a different variant, or if the issue was caused by customer selection, the customer must ship the product back to our warehouse at their own expense. Additional shipping charges will apply to dispatch the new variant.
• Processing Time: Once your returned item reaches our warehouse, our team will inspect it and create your exchange order within 24 hours.

4. Return Policy (Within 5 Days)

You can initiate a return within 5 days of delivery if the item meets our eligibility criteria:

• Product Condition: To be eligible, the product must be completely unused, in its original packaging, undamaged, and with all tags attached.
• SuShive's Error: If you received a product with an incorrect color, a defective build, or the wrong item due to an error by SuShive, our team will arrange a free reverse pickup.
• Customer Preference / Error: If the return issue is caused on the customer's end, the item must be sent back to our warehouse at the customer's own cost.
• Variant Swaps: If the received product is in perfect condition but you wish to return and exchange it for another variant, additional shipping charges will apply.
• Inspection: Once we receive the returned items, our team will inspect them thoroughly before initiating the wallet credit.

5. Important: Refund Method

💳 Wallet Refund Note: Please note that all approved refunds are safely credited directly to your Store Wallet. These funds cannot be sent back to your original payment source account, but they remain active in your wallet to be used seamlessly for any of your future purchases on our store.

Terms & Conditions (T&C)

Please read these additional guidelines carefully before requesting a return or exchange:

• Physical Damage: A return or exchange will not be processed if the product is damaged due to user misuse, accidental drops, or any form of physical alteration.
• Missing Elements: Items returned without their original brand packaging, outer hard box, standard box accessories, or booklets will be rejected.
• Category Boundaries: We only allow exchanges for items within our Watches category, restricted to the exact same product and variant.
• Size Verification: Please carefully check sizes and wrist measurements before placing your order to avoid sizing conflicts later.