Refund policy
These rules cover orders placed on the SUMAX US store. Amazon and other retailers handle their own after-sales service. You can request cancellation before shipment; after shipment, contact customer care before refusing delivery or returning any goods. A request is not approval of a return or refund, and your rights under applicable law remain unaffected.
Effective date: October 10, 2026
Orders placed on this store only
These rules apply to orders placed on the SUMAX US store. For goods bought from Amazon or another retailer, please use that original purchase channel. When you contact customer care, have your order number, purchase email, the items concerned and a description of the issue ready.
Cancelling before your order ships
You can request cancellation before shipment. We first confirm that the warehouse can stop the order, then automatically initiate a refund of any payment received to the original payment method. Starting a refund does not mean it has reached your account. An order cannot be edited directly after it is confirmed. We first ask the warehouse to stop dispatch; once the warehouse confirms it can stop the order, any payment received is refunded together with the shipping you paid. If the parcel has already been handed to the carrier, it is treated as a shipped order. Where we have not dispatched within a committed timeframe and you cancel under applicable law, any required refund is handled accordingly.
While your parcel is in transit
Contact customer care to review your request before any refund is considered. Customer care will check whether the carrier allows refusal at delivery and explain how to proceed. If refusal is not possible, receive the parcel, keep the goods unopened, and contact customer care to arrange a return. If you have already refused delivery, tell customer care with your order number and tracking number. We check the return record on the carrier's official platform. Refusal by itself does not entitle you to a refund: for an ordinary return, the goods must still be received and inspected. Refusal for personal reasons follows the shipping-cost rules below.
Lost, undelivered or missing parcels
For a lost parcel or missing items, contact customer care with your order number, the affected items and quantities, and the tracking number if available. Customer care must verify the issue and approve any refund and its amount. Reporting the issue does not trigger an automatic refund. If tracking suggests a parcel was lost or not delivered, customer care reviews the carrier records and explains the available resolution after verification. A replacement is not guaranteed. Where a whole order is verified as lost and a refund is approved, the refund includes the amount paid for the goods, the corresponding tax and the original dispatch shipping paid. A pause in tracking updates does not by itself establish loss. If tracking shows delivery but you have not received the parcel, check the address and ask household members, reception or a collection point, then contact customer care. A delivered scan alone does not settle the case. Verified loss, missing items and other cases where no goods can be returned are reviewed separately; no automatic refund is triggered.
Return eligibility and timeframes
You may request a return within 30 calendar days of delivery for goods that are unused, with the product packaging and factory seals intact. An opened shipping carton does not by itself affect eligibility, provided the product itself is unused and its packaging and seals are intact; pack returns properly to avoid damage in transit. Goods whose seal has been opened are not eligible for an ordinary return even if unused. Likewise, goods that have been used, including where you did not like the feel or where you feel the results did not meet expectations, and empty or largely used containers, are not eligible for an ordinary return. Returns outside the 30-day window are not normally accepted; contact customer care if there are special circumstances. Quality issues, incorrect items and skin reactions are assessed under their own rules and are not automatically refused because an ordinary return window has passed.
Damaged, defective, incorrect or incomplete orders
Report damaged, leaking, defective or incorrect items to customer care promptly, within 30 calendar days of receipt. Include your order number, describe the problem and provide photographs when available; keep the goods and packaging. Customer care checks the records and explains the appropriate resolution, whether a return is needed and how to send it. Do not assume that a replacement or a prepaid return label is available. If a return is required for a confirmed problem caused by us, we pay the return shipping under an arrangement agreed with customer care. If items are missing, identify the products and quantities concerned and provide photographs of the parcel and goods received when available. An approved missing-item refund is based on the amount actually paid for those items and the corresponding tax; you are not asked to return goods you never received. Where the law requires otherwise, the ordinary 30-day limit does not restrict your rights.
Skin reactions and suspected adverse reactions
Stop using the product immediately, seek medical advice where needed, and contact customer care. Provide the product name, when you started using it, a description of the reaction and relevant photographs when available. Customer care reviews the case and explains whether a refund is available, whether the goods need to be returned and any agreed shipping costs. A skin reaction does not by itself guarantee a refund, replacement or prepaid return label. Contact customer care before paying for return shipping; reimbursement of a service you arrange without agreement is not guaranteed. Your rights under applicable law remain unaffected.
How returns are arranged and sent back
Contact customer care and obtain approval before sending anything back; do not use the sender address on the original shipping label as a return address. Returns sent without approval are not guaranteed a refund. Wait for the complete return address and instructions. Customer care confirms the shipping method, any applicable cost and the deadline for handing the parcel to the carrier. Contact customer care if you cannot meet that deadline. If you arrange the shipment yourself, use a trackable service and keep your dispatch receipt. We verify the return status on the carrier's official tracking platform; a label, screenshot or return-in-transit scan does not confirm refund approval. For an ordinary return the warehouse must receive and check the goods before a refund can be approved. If a return parcel is delayed, lost or has no usable tracking updates, contact customer care with the tracking number and dispatch receipt. Customer care reviews the official records and explains the next steps; a carrier enquiry or claim does not by itself guarantee a refund. We do not promise a fixed warehouse inspection period, and your rights under applicable law remain unaffected.
Shipping costs and handling fees
If the warehouse confirms cancellation before dispatch, the amount paid for the goods and the original dispatch shipping paid are refunded together. For a shipped order returned or refused for personal reasons, the original dispatch shipping is not refunded and you pay the return shipping. Follow the return method agreed with customer care. If a paid return label is available, customer care explains its cost and obtains your agreement before arranging it, including whether the cost will be deducted from your refund. Any applicable return charge arising from a personal refusal is explained before an arrangement is agreed. For a confirmed problem caused by us, we pay any required return shipping under the agreed arrangement. Customer care checks whether the whole order or only certain items are affected and explains any original-shipping refund and its amount before submitting the refund. Shipping costs for an approved skin-reaction case are confirmed separately with customer care. Shipping that was never charged is not deducted again. We do not currently charge a return handling or restocking fee, and no new, undisclosed fee is added after you request a return. These rules do not limit any refund or remedy required by applicable law.
Refund method and timing
After the payment provider confirms the refund, allow up to 10 business days for it to appear on your original payment method. Your bank or card issuer may take longer. Refunds go to the original payment method. The refund is calculated on the amount actually paid, including the tax that should be refunded; the value of a promotion code is a discount and is not refunded in cash. A partial return refunds only the goods and quantities concerned, and amounts already refunded are not refunded twice. For orders that require a return, the refund is initiated once the warehouse has received the goods and confirmed they meet the conditions. For verified loss or missing items, where no return is needed, customer care arranges the refund after approval rather than waiting for goods that will never arrive. Submitting a cancellation request does not confirm cancellation or a refund: your order shows the warehouse cancellation status and the payment provider's refund result separately. Where goods or quantities do not match what was returned, customer care explains the discrepancy and checks it with you first. We check records of repeat returns and refunds; requests based on false reasons, or repeated use of the policy for gain, may be refused, while genuine quality issues are still accepted even if the same product was returned before. The same loss is not refunded or replaced twice, and where a payment provider has already compensated you, customer care checks the records to avoid paying twice.
Exchanges and account limits
We do not offer direct exchanges for personal reasons: contact customer care to request a return under these rules. If you need a different product, it requires a separate purchase; that purchase does not approve or replace the original return request. For incorrect or faulty goods, customer care reviews the case and explains the available remedy; free replacement or reshipment is not promised in advance. This store is intended for personal purchases. Without agreement we do not accept purchases for resale, and we may review or restrict transactions involving suspected abnormal bulk purchasing, repeated claims across multiple accounts or false information. If we cancel a paid order, any amount due back is refunded. Your rights under applicable law remain unaffected.
If your concern is not resolved
Contact customer care with your order details and explain what remains outstanding; you may ask for the handling of your order to be reviewed. Contacting us does not waive any complaint, payment dispute or other remedy available to you under applicable law. Read the Shipping policy