Return & Refund Policy

Please read through our policy carefully as you are agreeing to this when you make a purchase with us.

1) All return/exchange requests must be initiated within 30 days of the delivery date. However, there are some exceptions as follows(⭐Important):

  • Customized items, Lingerie, Bodysuit, Swimwear, Socks/Tights, Masks, Clearance/Final Sales(sale price ends with "0","2","5","8",".99"- the red price displayed on the website), Angel Bags, Issued Gift Cards are STRICT non-returnable and non-exchangeable.
  • Jewelry, Accessories can only be returned or exchanged when you don't open the package (the product tag on the package wasn't damaged).

    2) We only accept the returning items as follows:

    • Items are in their original condition. (all tags attached and original package)
    • Items are unworn, unwashed and unstained. Must be free of any fake tan, makeup, smell of perfume or deodorant marks on it.

    Our return team has the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to you.

    3）You are responsible for covering all the costs to return your item(s).

    • Including shipping fee, and any tax might incur during the return.
    • Please use a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

      4) ⭐Refund: All returns are refunded via store credit in the form of E-Gift Card from SugarAndVapor (the value of the item/s returned) or to your original payment method （the refunding processing fee and restocking fee would be deducted）.

      • Returns are processed within 5-7 business days after your item(s) are delivered to us.
      • Shipping costs are unable to return or reimburse once your order has been shipped out.
      • As to Free Shipping Orders (order amount above US$69)- we would deduct shipping rate (according to actual costs) from the refund if order amount do not meet the condition of free shipping after the return is approved. As to Free DHL Express shipping service, we would deduct the original shipping rate from the refund according to the weights of your returning items.
      • If you choose return to your original payment method, please noted there is a 6%+ USD $0.3 refunding processing fee charged by the Credit Card Payment Service Provider and USD $5 restocking fee.

      5) Damaged, defective, incorrect or missing items must be reported within 48 Hours of delivery.

      • Please contact us at hello@sugarandvapor.com with clear photos of the fault and as many details as you can provide, and we will assist you from there with an outcome within 2 business days. 
      • For the processing of missing items, please kindly provide a clear photo capturing the entirety of the outer package. Additionally, include photos of all contents received within the inner package. These images should be detailed and capable of reflecting any evidence that might aid our assessment of whether the package incurred damage during transit. 

      6) We are unable to cancel the order after shipment. Customized items are unable to cancel once production starts.

      • The order could be canceled before shipment but there is a 6%+ USD $0.3 refunding processing fee charged by the Credit Card Payment Service Provider.( You can also choose the full-refund in the form of store credit.)

      7）We're not liable for any lost/stolen package case after delivered. We do not accept any refund request in the reason of "Not Received" while the tracking information proved it's "Delivered".But we'll try our best to assist you in solving this issue.

      8）If the parcel is undelivered and returned back due to an invalid/incomplete address or any other reason under the case of customers' liability*, the package would be discarded by Shipping Carrier Processing Center rather than return back to us because we are not US-based Company. In this case,

      • Shipping costs are unable to return or reimburse once your order has been shipped.
      • If you request a refund(⭐Please check the Article 4 above), you will incur the charge for both original postage and the return postage according the weight of your package.
      • If you still need the items, we will send a new package to your only to pay us the re-shipping postage according the weight of your package.
      • *Customers' liability: Any delay or stuck caused by putting the wrong or incomplete shipping information and not responding to pick-up request from your local post office. 

      9）Missing Package

      • If the package can not be delivered within 60 days, please contact us immediately. We need to check the details with our carrier. Then we'll re-ship or refund to you If it turns out that the package was lost by post office.

       

      HOW TO RETURN AN ITEM

          1. Head to the Contact Us page.

          2. Please include your order number and the item you wish to return and ensure that the item you are returning is eligible for return.

          3. Our returns team will then provide you with a Returns Authorisation Number (RA#) and returns form with details on how to return your item to us.

        please noted：If parcels are received without an RA#, your return will not be processed.

          If you haven't heard from us after 20 working days of sending your parcel back to us, get in touch below with your proof of return and we will check this out for you.