Return Policy

At Susan & Colin Manchester, we strive for complete customer satisfaction. Should you wish to return an item, please carefully read the terms and procedures below. By placing an order, you agree to this return policy.


 

1. Conditions for Returns


To keep our return process fair and transparent, the following conditions apply:


  • Returns can only be requested after the product has been physically received.
  • Return requests must be submitted within 30 days of receiving the product.
    Returns requested after this period will not be accepted under any circumstances.
  • All return costs are entirely the responsibility of the customer, including:
    • shipping costs
    • international shipping costs
    • customs fees and import duties

  • The product must:
    • be unused and unwashed
    • be undamaged
    • be in its original condition
    • include all original labels and tags

  • Trying on an item is permitted; however, wearing the item is strictly prohibited.
  • Ordering multiple sizes with the intention of returning part of the order is not permitted, in order to prevent unnecessary shipping and environmental impact.


2. Return Procedure

 

Please follow the steps below to ensure a proper return:

  1. Register your return within 30 days of receipt by emailing
    info@susanandcolinmanchester.com
  2. After approval, you will receive the return address of our supplier in China.
  3. Ship the product back to this address at your own expense.
  4. You must use a shipping method that includes tracking.
  5. Immediately after shipping, send us:
    • the tracking number
    • the carrier’s website


⚠️ Important:

Shipping methods where the recipient is responsible for customs clearance are strictly prohibited. Shipments that do not comply with this requirement will be refused by the warehouse.


3. Refunds


  • A refund will only be processed after:
    • the product has been received by the warehouse
    • the product has been inspected
    • the product has been approved

  • Once approved, the purchase amount will be refunded within 14 days.
  • Refunds are always issued via the original payment method.
  • If the product does not meet the return conditions, no refund will be issued.



4. Loss, Delay & Liability

 

  • Return shipments without valid tracking, with incorrect tracking, or with failed delivery are not eligible for a refund.
  • If a return shipment:
    • is lost
    • is delayed
    • arrives damaged
    • is held or rejected by customs
    • or does not arrive for any reason
      ➝ no refund will be issued.

  • The customer bears all risks associated with return shipping.
  • We are not responsible for:
    • carrier errors
    • customs inspections or delays
    • incorrectly or incompletely provided addresses

  • Errors in the shipping address must be reported within 24 hours after placing the order.
  • Once an order has been shipped, address changes are no longer possible.

 



5. Contact

 

If you have any questions about returns or need assistance with the process, please contact us at:


📧 info@susanandcolinmanchester.com


We aim to respond as quickly as possible to ensure a smooth and transparent return process.