Refund policy

CONTRACT CONCLUSION AND PRODUCT DELIVERY

Contracts made through www.susumuai.com are exclusively concluded in English. Your contractual partner for orders placed on our website is SUSUMU AI GmbH, Droysenstrasse 13, 10629 Berlin, Germany.

By clicking the “Buy Now” button, you submit a binding order for the items in your shopping cart. We will confirm receipt of your order via email immediately after the order is placed. A binding contract is formed upon the issuance of this order confirmation.

Payment and Dispatch
For orders requiring advance payment, the dispatch of goods will occur once the full purchase price, including any applicable shipping fees, has been credited to our account. We kindly request that you make your payment promptly upon receiving the order confirmation, but no later than 7 days. If you fail to make a payment on time, we reserve the right to charge a flat-rate reminder fee of €5.00 per reminder as compensation for delay. However, you are entitled to prove that a significantly lower or no damage has been incurred.

Our Unique Production Process
At SUSUMU AI, we operate differently from many other fashion brands. We produce your items only after receiving your order. This ensures a sustainable, demand-driven production model and minimizes waste.

Please note that the production timeline for your order may vary depending on the number of orders we have ahead of yours and the complexity of the item. Production times can range from 7 days to 8 weeks before your order is ready to ship. We appreciate your patience and understanding as we craft your items with care and precision. If you have any questions about our current shipping time, please contact info@susumuai.com

Global Shipping and Delivery
We are proud to offer worldwide shipping. Shipping costs, delivery times, and any applicable import duties or taxes will be displayed during the checkout process and depend on the shipping destination. Please note that import duties, taxes, and any other charges incurred during customs clearance are the responsibility of the recipient.

Delivery timeframes provided at checkout are estimates and depend on the destination country and shipping method. Working days are defined as Monday through Friday, excluding public holidays.

Non-Availability of Goods
In rare circumstances, we may not be able to fulfill your order, even after confirmation, due to unforeseen issues with our supply chain. This may occur if:

• We have properly ordered the goods from our supplier but were not delivered as agreed (congruent coverage transaction).
• We are not at fault for the unavailability of the goods.

In such cases, we will inform you immediately and refund any payments you have made without delay.

No Assumption of Procurement Risk
We do not assume the risk of procuring items that are out of stock. Our obligation to deliver is limited to goods in our inventory or those we have successfully sourced from our suppliers.

PROMOTIONAL VOUCHERS AND THEIR REDEMPTION

Promotional vouchers are not for sale and are issued as part of marketing campaigns with a specified validity period.

Terms of Use:

1. Validity: Promotional vouchers can only be redeemed during the specified period and once per order.
2. Exclusions: Certain items may be excluded from voucher promotions. Promotional vouchers cannot be used for the purchase of gift cards.
3. Minimum Order Value: Some vouchers may be subject to a minimum order value.
4. Balance Payment: If the value of the goods exceeds the value of the voucher, the difference can be paid using the available payment methods.
5. No Cash Redemption: The value of a voucher will not be paid out in cash or earn interest.

If you return goods from an order where a promotional voucher was used, the voucher value will not be refunded.

Promotional vouchers must be applied before completing the checkout process. Subsequent redemption is not possible. Vouchers are non-transferable and cannot be combined unless explicitly agreed otherwise.

If, due to a return, the total value of your order falls below the voucher's minimum order value, we reserve the right to charge you the original price of the items you are keeping.

Returns Policy

All return shipping costs must be paid by the Customer, and the items must be shipped back to us by the Customer directly. Returns will only be accepted under the following conditions:

1. The items are returned unused, unworn, and in their original condition.
2. All original tags remain attached.
3. The items are sent back in their original packaging.

Once the returned goods are received and inspected by us, we will process the return. If the conditions above are not met, we reserve the right to refuse acceptance of the return.

If you have questions regarding shipping, pricing, or returns, please contact our support team at info@susumuai.com.