REFUND & RETURN POLICY

Last Updated: [Insert Date]

We get it. Sometimes a product just doesn't hit the vibe. We want you to be obsessed with your haul. Our policy is straightforward, but remember: we work with killer Partner Brands, so sometimes we're managing their rules, too.

This is the deal. Read it.

1. The Clock Starts Now (Return Window)

You have 30 calendar days from the date your order was delivered to initiate a return or exchange.

  • If 30 days have zipped by since delivery, we unfortunately can't offer you a refund or exchange. No exceptions, no drama.

2. Condition of Return (Keep It Crispy)

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused, Unworn, and Unwashed. (Unless it was received damaged, which is a different story—see Section 5.)

  • Original Condition: Must be free of odors, stains, pet hair, or damage.

  • Original Packaging: Must include all original tags, packaging, inserts, accessories, and proof of purchase (order number).

Items that fail the "Crispy Test" will be sent back to you, and your refund will be denied.

3. The "No-Fly List" (Non-Returnable Items)

The following items are final sale and cannot be returned or exchanged for hygiene or custom reasons:

  • Intimates, Swimwear, and Body Products (e.g., lotions, makeup, perfumes) where the hygiene seal has been broken or the product has been used.

  • Perishable Goods (e.g., food, limited-edition consumables).

  • Gift Cards and store credits.

  • Custom or Personalized Orders (unless we messed up the personalization).

  • Items explicitly marked "Final Sale" or "As-Is" on the product page or checkout page.

4. How to Initiate a Return (The Process)

We handle all return requests right here on the STS platform, even for our Partner Brands.

  1. Start the Process: Visit our Returns Portal at [Insert Link to Your Returns Portal/Form] and enter your order number and email address.

  2. Select Items: Choose the items you wish to return and the reason for the return.

  3. Approval: Wait for our team to approve your request. This may take 1–3 business days as we may need to coordinate with the Partner Brand or Fulfillment Center.

  4. Ship It Back: Once approved, we will send you a pre-paid return shipping label (for domestic returns).

    • Return Shipping Cost: For returns made due to customer preference (e.g., fit, change of mind), the cost of the return shipping label ([Insert Flat Fee or "Varies"]) will be deducted from your total refund amount.

    • For damaged or incorrect items, the return shipping is on us (we'll eat that cost).

  5. Tracking is Everything: Drop the package off at the designated carrier and make sure the tracking number is active.

5. Damages, Defects, or Errors (When We Mess Up)

If your item arrives broken, defective, or you received the wrong product:

  • Do Not Use It. Keep it in its original packaging.

  • Contact Us Immediately (within 7 days of delivery) at support@sugartownswag.com with the subject line: "DAMAGED ITEM - Order #[Your Number]."

  • Include Photos: Attach clear photographs of the defect/damage.

  • We will coordinate a free replacement or a full refund, including shipping costs, at our expense.

6. Refunds and Exchanges (Getting Your Money Back)

A. Refunds

  • Once your return is received by the correct fulfillment center (either STS or the Partner Brand) and inspected, we will notify you of the approval or rejection of your refund.

  • If Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–14 business days (depending on your bank).

  • Non-Refundable: Original outbound shipping charges are non-refundable, except in cases of damage or error.

B. Exchanges

We do not offer direct exchanges.

  • If you need a different size or item, please initiate a return for the unwanted product (Section 4) and place a new, separate order for the correct item. This is the fastest way to get your desired item and ensures accurate inventory tracking with our Partner Brands.

7. Repeat Offenders (Abuse of Policy)

We monitor return activity closely. Excessive or fraudulent returns may be flagged and can result in the closure of your Sugar Town Swag account and refusal of future service. We're here for a good time, not to be played.

8. Questions?

If you have any doubt about whether your item is eligible, don't guess. Hit us up:

Email: support@sugartownswag.com Support Hours: [Insert Business Days/Hours]