Returns/Exchange Policy

Returns & Exchanges

Suave Home offers customers the possibility to return, in most cases, free of charge, all products received within 30 days of delivery. We recommend you review the conditions below prior to purchasing from us.

IMPORTANT: Please be advised that we highly recommend taking a photo of your order upon delivery, prior to opening…are there any marks or damage to the package? Please ensure these photos are complete and include the product information located on the box. These photos will be NECESSARY to process a return or replacement/exchange in the event that your order contains faulty or damaged goods.

VERY IMPORTANT: We understand that you may be excited to put together your new item(s). However, it is even more important to ensure that once you’ve unpacked your new item(s), that you have inspected them for damage and counted all of the parts to ensure that everything is complete and damage free. Moreover, we suggest that you keep your product packaging in the case that a return is needed. Lastly, please DO NOT proceed to assemble any item if it is damaged or missing any parts. In the unlikely event that this is the case please contact us ASAP so that we can provide you with the most efficient and convenient solution.

How to return a product(s) you received but no longer require?

If you wish to return an order for refund due to any of the reasons below, you will be responsible for all delivery costs when returning the goods back to us.

  • Buyers Remorse (“Not satisfied with the performance”, “product(s) doesn’t fit me correctly”, “product(s) doesn’t meet my expectations”, etc)
  • No Reason / No Longer Want
  • Misinterpretation of Product(s) Description (failure to fully read product(s) details/descriptions/features)
  • Order Cancellation after the product(s) already shipped out, even if you have not yet received the product(s)
  • The customer bought the wrong one
  • The customer accidentally bought too many
  • The customer accidentally provided the wrong shipping address

For product(s), that cannot be returned by regular post (e.g. furniture), you must consider shipping costs for return. These costs are estimated at a maximum of approximately $250. We will let you know the exact amount for your product(s) size & weight when you reach out to us with the request.

The item(s) must arrive to us in ‘as new’ condition, undamaged and in it’s original packaging. The item(s) must not have been used, assembled or installed in any way. Our distribution centre team assesses every item that is returned to us. If the item is not returned in ‘as new’ condition or used in a way which significantly reduces the value, we reserve the right to reduce or decline the refund.

How to request missing parts or a replacement of my damaged/faulty product(s)?

If you are returning a product(s) that falls under the categories below, the return delivery service will be free of charge.

Missing Parts
If you discover the product(s) has missing parts, you should email us at hello@suavehome.com and we will do our best to replace the product(s) or send out the missing parts as soon as possible.

Damaged/Faulty Goods
If you take delivery of a product that comes to you complete but due to manufacturing is deemed damaged/faulty, then you should advise us within 48 hours of receipt of the goods via email to hello@suavehome.com with photographs of any fault. When the goods are received back and inspected we will liaise with the manufacturer to arrange a replacement.

Can assembled product(s) be return?

Unfortunately, if the product(s) has been assembled then the item cannot be returned to us as it will not be classed as in a resalable condition. All items should be checked for damage/faults before the goods are assembled, if the fault is only noticeable during or after assembly, then under these circumstances the item would not be classed as returnable.

Who Pays For The Return Costs?

This depends on the reason for the return. If a product is faulty or damaged we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted categories mentioned above, then we will not cover the cost of the return. The return costs are estimated at a maximum of approximately $250, depending on the item size and weight. We will let you know the exact amount for your product(s) size & weight when you reach out to us with the request. Moreover, it is up to you to return the product to us in re-saleable condition.

How to Request a Return/Exchange?

Contact us at hello@suavehome.com to request a return authorisation and details on how to return your product.. Please state your name, order number, and reason(s) for return. After the 30 day period expires (counted from the date the goods are delivered), the product(s) cannot be returned to Suave Home.

How long does it take for the refund?

Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. Refunds should be credited to your account within ten working days.