Return & Refund Policy

Return & Refund Policy – SUMA GIFTIFY PRINTS

We want you to receive your order in good condition and as described on our website.

Damaged or Torn Products

If a product is received damaged, torn, broken, defective, or damaged during transit, please contact us as soon as possible after delivery.

For a damage-related return or replacement request, the customer must provide:

• Clear photographs showing the condition of the package and product.
• A video or photographs taken during the opening/unboxing of the package, wherever possible.
• Clear photographs showing the damage or defect.
• The order number and relevant product details.

The photographs/videos may be requested as supporting evidence before a return, replacement, or refund is approved.

Customized Products

As our products may be customized or printed specifically according to the customer's order, customized products generally cannot be returned simply because the customer has changed their mind, selected the wrong size/design, or no longer wants the product.

However, if a customized product is received damaged, torn, defective, incorrectly printed, or materially different from the approved order, please contact us with the required supporting photographs/videos. We will review the issue and, where appropriate, provide a replacement, refund, or other suitable resolution.

Wrong Product or Incorrect Order

If you receive a product that is different from what you ordered, please contact us promptly with your order number and clear photographs/videos of the product received.

We will review the issue and arrange an appropriate resolution where the error is confirmed.

Return Approval

Please do not send a product back without first contacting us and receiving instructions from SUMA GIFTIFY PRINTS.

If a return is approved, we will provide the applicable return instructions.

Refunds

Once an approved return/refund has been reviewed, the refund will be processed through the applicable payment method or in another manner agreed upon where appropriate.

The time taken for the refunded amount to appear in the customer's account may depend on the payment provider or bank.

Non-returnable Situations

Returns may not be accepted for:

• Change of mind after purchasing a customized product.
• Incorrect customization information supplied by the customer.
• Customer selecting an incorrect size or product, unless the incorrect item was sent by us.
• Normal variation in colour caused by different screens or display settings.
• Damage caused after delivery through misuse, improper handling, washing, or other customer-related causes.

Important Unboxing Recommendation

Customers are strongly advised to record a continuous unboxing video from the sealed package through the opening of the package and inspection of the product, particularly for fragile or customized products.

This helps us investigate any damage or delivery-related issue fairly and efficiently.

Contact Us

For return, replacement, or refund enquiries, please contact us using the contact information provided on our website and include your order number and supporting photographs/videos.

Last updated: 14 August 2026