S.U.G Refund Policy
At S.U.G, we are committed to ensuring your satisfaction with the products you receive. If for any reason you are not entirely happy with your purchase, we are here to assist you throughout the refund process. Please familiarize yourself with our refund policy:
Returns and Exchanges
You may request a return or exchange within 21 days after receiving your package.
To be eligible for a return or exchange, products must be unused, unworn, unwashed, undamaged, with all labels and tags intact, and in their original packaging.
Please note that for hygiene reasons, innerwear items are not eligible for returns.
We reserve the right to adjust returns if the original items are not received in new condition.
If the desired exchange product is out of stock, we will issue store credit that can be used within 12 months.
Return Process
Ensure that your return meets the conditions mentioned above.
For exchanges within Sri Lanka, you have two options:
a) Flagship Store Exchange: Simply hand over the item you wish to exchange to our Flagship Store located at Level 5 One Galle Face Mall, Colombo 2. The item must be returned within 21 days from the date of delivery. Once processed, you will receive a Store Credit coupon of the same value for future purchases.
b) Courier Return: If the Flagship Store option is not convenient, you can courier the package back to us at 33A 1/1 Temples road Mount Lavinia. Please attach a slip with your order number, names of the returning items as per the invoice, contact number, and reason for return.
For international orders, kindly write an email to us at Team@sug.lk, and our team will guide you through the return process.
Refunds for Store Credit
If you are unhappy with your product and wish to return it for store credit, you have the following options for domestic orders:
a) Flagship Store Drop-off: Drop off the item at our Flagship Store mentioned above and request store credit valid for up to 12 months. The product must have the original tag and be returned within 21 days from the received date.
b) Courier Return: If the above option is not convenient, you can courier the package back to us at 33A 1/1 Temples Road Mount Lavinia. Please include a slip with your order number, names of the returning items, contact number, and reason for return.
Upon receiving your returned item, our team will inspect it and issue store credits provided that all return conditions are met.
Missing or Damaged Items
In the unlikely event of a missing item or receiving a damaged item, please write an email to us at support@sug.lk, including your order number and details of the issue.
Please allow us 10-14 working days to resolve the matter and ensure a hassle-free shopping experience for you.
We strive to handle all refund-related matters promptly and ensure your satisfaction with our products. Should you have any further questions or concerns, please do not hesitate to contact our customer support team at team@sug.lk.
