Refund policy

OVERVIEW

SUSTOW LTD supplies products through trusted third-party partners. This policy explains how refunds, replacements, and delivery issues are handled in accordance with UK consumer regulations.

Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 7 days of delivery and provide clear photographic evidence.

Where a fault is confirmed, SUSTOW LTD will offer either:

  • A replacement, or
  • A full refund,

in line with your statutory consumer rights.

Items Lost in Transit

SUSTOW LTD is responsible for your order until it is delivered to the address provided at checkout.

If your order exceeds the stated delivery timeframe by 10 business days, please contact us. After verifying the shipment status, we will issue either:

  • A replacement, or
  • A full refund,

Change-of-Mind Returns

We do not accept returns for change-of-mind purchases, unless otherwise stated on the product page.

This does not affect your statutory rights for faulty or misdescribed goods.

Exchanges

We do not offer standard exchanges.
If a replacement is required due to a confirmed fault or delivery issue, SUSTOW LTD will arrange this at no additional cost.

Lost or Stolen Packages (After Delivery)

Once an order is confirmed as delivered to the address provided at checkout, SUSTOW LTD is not responsible for loss or theft.

Upon request, we will provide:

  • Proof of delivery
  • Delivery date
  • Tracking details
  • Carrier information

to assist you in raising an enquiry with the courier.

Contact

For all refund or delivery enquiries, please contact:
support@sustow.com