Refund policy

1) Return eligibility

You may request a return for most items within 14 days of delivery, provided that:

The item is unused, uninstalled, and in resalable condition
The item is returned in its original packaging, with all parts, hardware, instructions, and inserts
You can provide proof of purchase (order number or receipt)

We reserve the right to refuse returns that are used, installed, incomplete, damaged due to improper handling, or returned without prior authorization.

2) Non-returnable items

Unless required by applicable law, the following are not eligible for return:

Custom or made-to-order items (including special sizes, custom finishes, or modified products)
Clearance or final sale items marked “Final Sale”
Gift cards (if offered)
Replacement parts ordered outside of a warranty claim (if applicable)

If you are unsure whether an item is custom or non-returnable, contact us before purchasing.

3) How to start a return (Return Authorization)

To initiate a return, contact us at:

Email: [support@slidingsusan.com]
Contact page: [link]

Include:

Order number
Item(s) you want to return
Reason for return
Photos (required for damaged/defective claims)

If approved, we will issue a Return Authorization (RA) and provide return instructions. Returns sent without an RA may be refused.

4) Return shipping and fees

Return shipping: [Customer pays] / [We provide a label] / [Varies by reason]
Original shipping charges: [Non-refundable / refundable only if our error]

If you use your own shipping method, we recommend a trackable service and shipping insurance. We are not responsible for returns lost or damaged in transit.

5) Damaged, defective, or incorrect items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 2 days of delivery and include photos of:

The product issue
The packaging (including any visible shipping damage)
The shipping label

We will work with you to provide a replacement part, replacement unit, or refund, depending on availability and the situation.

6) Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

Refunds are issued to the original payment method
Processing time: typically 5 business days after inspection
Your bank or card issuer may take additional time to post the refund

Partial refunds may apply if an item is returned used, installed, missing parts, or not in original packaging.

7) Exchanges

We offer exchanges for [same item/different size] when inventory is available. To request an exchange, contact us with your order number and the item you want instead. You may be responsible for any price differences and shipping fees, unless the exchange is due to our error.

8) Order cancellations

Orders may be canceled before shipment. Once an order has shipped, it cannot be canceled and must follow the return process after delivery. To request a cancellation, contact us as soon as possible at [support@slidingsusan.com].

9) Warranty claims (if applicable)

If your product has a warranty, warranty claims are handled separately from returns. Contact us with your order number and photos/video of the issue, and we will advise whether it qualifies for repair or replacement under warranty.

10) International orders

For international orders, return shipping, duties, taxes, and import fees are [customer responsibility / handled case-by-case]. Original duties and taxes are typically non-refundable.