Returns and Refund Policy
Last updated: 20 September 2026
At SUSPENSECULTURE (SPSC), we want you to feel comfortable shopping with us.
This policy explains returns, cancellations and refunds for UK customers purchasing through suspenseculture.com. Nothing in this policy limits your statutory consumer rights.
14-day cancellation period
You have the right to cancel your online purchase without giving a reason within 14 days, starting the day after you receive your order.
If items from one order are delivered separately, the cancellation period generally starts the day after you receive the last item.
After notifying us of your cancellation, you have a further 14 days to send the items back.
To notify us, email info@suspenseculture.com with a clear statement that you wish to cancel. Please include your name and order number so we can identify your purchase. Providing a reason is optional.
Return instructions
Please contact us for the correct return address and instructions before sending your parcel.
Your statutory right to cancel does not depend on our approval. Notifying us within the cancellation period is sufficient to exercise that right.
Returns may need to be sent to our supplier in China. Please do not assume that the address on the original parcel is the correct return address.
Return shipping costs
For change-of-mind returns, including unwanted items or unsuitable sizes, you are responsible for the direct return shipping costs where we informed you of this before purchase.
This may include international postage to our supplier in China.
For faulty, damaged or incorrect items, we will cover reasonable necessary return costs where required by UK consumer law. Contact us so we can arrange the return.
Tracking required for returns
For an approved return, the customer must provide valid return tracking details.
A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.
Condition of returned items
To be eligible for a return, the item should be:
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Unworn
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Unwashed
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Unused
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In its original condition
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With tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.
Items that may not be eligible for return
Some items may not be eligible for change of mind returns, including:
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Gift cards
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Final sale items, where clearly stated
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Personal or hygiene related items
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Items that have been worn, washed or used
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Items returned without approval
This does not limit your rights under the Law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
info@suspenseculture.com
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you on a suitable solution.
Your rights under the Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Nothing in this policy limits any rights you may have under the Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy under the law.
Refund processing
Once your return is received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow time for your bank, card provider or payment provider to process the refund.
Exchanges
We may offer an exchange or another solution depending on the situation and product availability.
Please contact us at:
info@suspenseculture.com
We will review your request and let you know what options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
info@suspenseculture.com
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact us
For return, refund or order questions, contact us at:
info@suspenseculture.com