Refund & Return Policy

Policy Highlights

We want your online shopping experience to feel simple, safe, and stress-free. Below are the key points of our return and refund policy.

Return Window

You may request a return within 30 days of delivery. Return requests must be initiated within this period and shipped within the approved return window after receiving return instructions from our support team.

Eligibility Criteria

To qualify for a return, items must meet the following conditions:

• Item must be new, unused, and unwashed.
• Item must be returned in original packaging.
• All tags must be attached.
• Item must be free from stains, odors, damage, alteration, or signs of wear.
• All accessories, labels, and included packaging must be returned with the item.

Items that do not meet these conditions may be refused or partially refunded after inspection.

How to Start a Return

Starting a return or exchange is simple. Please contact our support team before sending any item back.

If the item is defective, damaged, or incorrect, we may provide a prepaid return label where available.

Return Shipping

Return shipping depends on the reason for the return.

Defective, Damaged, or Incorrect Items

For approved defective, damaged, or incorrect item returns, SUBSTYEL may provide a free prepaid return label where available. If prepaid labels are not supported in your location, we may offer shipping reimbursement after review.

Non-Defective Returns

For non-defective returns, including change-of-mind returns, return shipping costs may be the customer’s responsibility or may be deducted from the refund depending on destination and carrier availability.

Refund Processing

Once your returned item is received and inspected, approved refunds will be issued to the original payment method within 7 business days.

Please note that banks and payment providers may take an additional 2–5 business days to post the credit to your account.

Exchanges

SUBSTYEL accepts exchanges when stock is available. If you would like to exchange an item for another size, color, or style, please contact our support team within 30 days of delivery.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or store credit instead.

Non-Returnable Items

While most eligible items can be returned, some products cannot be returned for hygiene, safety, or sale-condition reasons.

• Final-sale or clearance items.
• Gift cards.
• Intimates or swimwear once hygiene seals are removed.
• Items showing wear, washing, alteration, stains, odors, damage, or missing parts.
• Items returned without original packaging or tags.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@substyel.com.

Please include your order number and clear photos of the issue. Photo verification is required for defective, damaged, or incorrect item claims.

Once reviewed, we may offer a replacement, exchange, refund, prepaid return label, or return shipping reimbursement depending on the situation and availability.

International Returns

SUBSTYEL accepts returns worldwide within 30 days of delivery.

For defective, damaged, or incorrect international orders, we may provide a prepaid return label where supported. If prepaid labels are not available in your location, return shipping reimbursement may be offered after approval.

For non-defective international returns, return shipping costs may be deducted from the refund depending on your destination and carrier availability.

Packaging and Condition Requirements

Returned items must be shipped in original or equivalent protective packaging. All accessories, tags, labels, and original packaging must be included.

Returns that arrive damaged due to poor packaging or that do not meet eligibility conditions may be refused or partially refunded.

Undeliverable or Incorrect Address Orders

If an order is returned to us because of an incorrect, incomplete, or undeliverable address, we may offer one of the following options:

• Reship the order at the customer’s cost.
• Issue a refund for the item price minus original shipping costs once the package is received.

Customers are responsible for ensuring that shipping details are accurate before placing an order.

Frequently Asked Questions