Return & Refund Policy
Return & Refund Policy
Last updated: September 2024
Thank you for choosing Sud Factory! Your satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help with returns, refunds, or exchanges.
Start Your Return
Process your return quickly and easily through our automated portal
Go to Returns Portal →Track your return status at any time through the same portal
Return Window
30-Day Return Period: All returns must be initiated within 30 days of receiving your package. Returns requested after 30 days will not be accepted.
Products must be in reasonable and considerable condition with most components present. Return shipping costs for refunds and exchanges are the responsibility of the customer.
Return Eligibility Requirements
To be eligible for a return, items must meet the following conditions:
- Products must be in reasonable and considerable condition
- Items must include most original components and packaging when applicable
- Products must not show signs of excessive use, wear, or damage beyond normal inspection
- Items must be clean and in a resalable condition
Important: Sud Factory reserves the right to reject any return that shows signs of excessive use, damage, missing components, or does not meet our return eligibility requirements. Rejected returns may be shipped back to the customer at their expense, or the customer may forfeit the item.
Non-Returnable Items
The following items cannot be returned:
- Items marked as "Final Sale" or "Clearance"
- Personalized or custom-made products
- Opened hygiene products or items that cannot be resold for health and safety reasons
- Gift cards or promotional items
- Items returned after the 30-day return window
How to Start a Return
- Visit Our Returns Portal: Go to sudfactory.com/apps/aftership-returns-center to initiate your return request.
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Choose Your Shipping Method:
- Use Your Own Carrier: Ship the item back using any carrier of your choice at your own expense.
- Prepaid Label: Request a prepaid shipping label through our portal at discounted rates. The shipping cost will be automatically deducted from your refund amount.
- Package Your Item: Securely pack the item(s) with your return authorization information. Your RMA number will be either your original order number or the number provided in the returns portal.
- Track Your Return: Check your return status anytime through our returns portal.
Important: Always use a trackable shipping method to ensure your return reaches us safely. We are not responsible for returns lost in transit.
Refund Processing
Once we receive and inspect your return, we'll process your refund or exchange within 5-7 business days.
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Prepaid Label Deduction: If you used our prepaid shipping label, the discounted shipping cost will be automatically deducted from your refund amount.
- Processing Time: Refunds may take 1-2 billing cycles to appear on your statement, depending on your financial institution.
- Partial Refunds: We reserve the right to issue partial refunds for items that are returned in less than acceptable condition but still meet minimum return criteria.
No Refunds for Return Shipping: Return shipping costs paid by the customer are non-refundable. Only the product purchase price (minus any prepaid label fees) will be refunded.
Defective or Damaged Items
If you received a defective or damaged product, please contact us within 7 days of delivery at support@sudfactory.com with photos of the defect or damage.
For confirmed defective or damaged items only:
- We will provide a prepaid return label at no cost to you
- We will offer a replacement or full refund at our discretion
- Claims must be made within 7 days of delivery; late claims may not be honored
Note: Defects or damage must be documented with photos and reported within 7 days. Sud Factory reserves the right to inspect returned items and determine if damage occurred during shipping, manufacturing, or customer use. We are not responsible for damage caused by misuse, improper installation, or normal wear and tear.
Exchanges
To exchange an item for a different size, color, or product, please initiate a return through our portal and place a new order for the desired item. Return shipping costs for exchanges are the responsibility of the customer.
We cannot guarantee availability of exchange items. If an item is out of stock, we will process a refund instead.
Important Limitations & Disclaimers
Inspection Rights: Sud Factory reserves the right to inspect all returned items before issuing refunds or exchanges. We may reject returns that do not meet our eligibility requirements.
Liability Limitations: Sud Factory is not responsible for:
- Lost or damaged returns during shipping
- Returns sent without proper authorization or tracking
- Items damaged due to misuse, improper care, or installation
- Delays in refund processing caused by financial institutions
- Consequential or incidental damages arising from product use
No Warranty: Products are sold "as is" unless otherwise stated. This return policy does not constitute a warranty.
Policy Changes: Sud Factory reserves the right to modify this return policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the updated policy.
Questions?
For return policy questions or issues not covered by our automated portal:
