Every piece is one of one, and we describe each one as honestly as we can: its condition, its marks, its size and its wear. If you have a question before you buy, ask. We’d rather answer it than have a piece come back.
If you change your mind
Because every piece is one of one, we don’t offer change-of-mind returns. Please read the listing carefully, check the size and measurements, and ask us if you’re unsure. We’re happy to send extra photos.
This doesn’t affect your rights under the Australian Consumer Law, which are set out below.
If you want to cancel before it’s posted
Contact us as soon as you can. If we haven’t posted your order yet, we’ll cancel it and refund you in full.
If something is wrong with your piece
Whether or not we offer change-of-mind returns, you have rights if a piece is faulty, isn’t what we described, or doesn’t arrive.
Our pieces are vintage or pre-loved, so some wear is expected and we describe it in each listing. Wear we’ve told you about isn’t a fault. But you’re entitled to a remedy if a piece:
- isn’t what we described (for example the metal, the size, the marks or the condition),
- has a fault we didn’t tell you about that a reasonable person wouldn’t expect for a piece of its age and price, or
- doesn’t arrive.
Contact us with your order number and photos showing the problem. If the problem is ours, we pay for the return postage and refund or repair as the law requires.
Because pieces are one of one, a replacement isn’t usually possible, so the remedy is normally a refund or, where it makes sense and you agree, a repair.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply whether or not we offer change-of-mind returns. Nothing on this page limits them.
How refunds are paid
Refunds go back to the card or PayPal account you paid with. We send you an email when a refund has been processed. After that, your bank or PayPal decides how quickly it shows, and it can take 5 to 10 business days.
Contact
Susaura
Use our Contact page or write to admin@susaura.com. We reply within a day.