Refunds & returns

Having an issue with your order? You’re in the right place. Please see below for all the information you may need in order to pursue either a refund or return on an item.

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Overview

Susbuddy Ltd. operates solely as a third party provider that offers the user convenient and efficient means of product acquisition. As such, in the course of making a transaction with a provider/supplier of a product or service, a contract is formed between the buyer and seller that Susbuddy Ltd. is not party to. Additionally, Subuddy Ltd. does not have any role in the delivery of products or services purchased using the Susbuddy application, and as a result of this, Susbuddy Ltd. assumes no responsibility for the condition of products upon delivery, or any other issues that may arise in the delivery process, that are beyond our control, such as fraudulent or wilful misconduct on the part of the seller, or postage / courier services involved. Should such issues arise, users are strongly advised by Susbuddy Ltd. to contact the seller or postage/courier service directly to resolve the issue. 

 

Upon making a transaction using the Susbuddy service, all necessary documentation will be forwarded to the user via the email address entered by the user into the Susbuddy application. Should users not receive a receipt as confirmation of purchase, they are advised to contact Susbuddy Ltd. at their earliest convenience to resolve the issue. 

 

REFUNDS

Susbuddy Ltd. provides a service that is still in early development, and we thank our users wholeheartedly for their support. However, as a result of this, it is possible on rare occasions that bugs in our software may be encountered, potentially leading to a miscalculation of total price upon the completion of user’s making a purchase through the Susbuddy application. We apologize sincerely for any inconvenience experienced in such circumstances, and we will work closely with the user to resolve this issue. 

  • In the case of an overpayment, Susbuddy Ltd. will reimburse the user for the difference in price. It is not necessary to contact Susbuddy Ltd. in this event, as we will automatically refund any overpayment; however, this process will take time, and can take up to ten business days. Susbuddy Ltd. will inform the user of this process upon commencement of the reimbursement process. To continue providing our users with a variety of features such as cross-domain shopping, and other tools for managing your IWSC, we must address the underlying processing costs to continue providing these services as part of our standard feature list. Thus, Susbuddy Ltd. does not return our transaction fees when a payment is refunded. 

  • In the very unlikely case of an underpayment, Susbuddy Ltd. will reach out to the user, offering them the option to either pay the outstanding balance on the transaction, or alternatively, users may terminate the order, and try again. In the result of order termination, Susbuddy Ltd. will refund the user the whole balance of the transaction minus the transaction fee(s) incurred. To continue providing our users with a variety of features such as cross-domain shopping, and other tools for managing your IWSC, we must address the underlying processing costs to continue providing these services as part of our standard feature list. Thus, Susbuddy Ltd. does not return our transaction fees when a payment is refunded. We thank our users for their continued support, and wholeheartedly apologize if this error occurs. 

 

RETURNS

Susbuddy Ltd. does not produce, or distribute any products purchased through the Susbuddy application. Susbuddy Ltd. operates solely as a medium for product acquisition through which users can purchase products or services from sellers, with whom Susbuddy has no control over, or direct involvement with. As such Susbuddy Ltd. is not party to the contract made between buyer and seller. However, upon making a purchase through the Susbuddy application, users will receive any receipts needed, as per usual, in order to make a successful return. When pursuing making a return of a product purchased through the Susbuddy application, users are advised to contact the seller directly. The successful return of products purchased through the Susbuddy application is unfortunately contingent upon the users adequate understanding and navigation of the seller’s own returns policies over which Susbuddy Ltd. has no control over. Should a user not receive a receipt or confirmation email, they are advised to contact Susbuddy Ltd. to resolve the issue. Should the user fail to contact Susbuddy within 60 days of the purchase order, in the case of the user not receiving the necessary documentation to pursue a refund or return with a seller, any inconveniences incurred in this process will not be the responsibility of Susbuddy Ltd. 

If the user experiences any issues in the process of making a purchase through the Susbuddy application that are the fault of fraudulent practice, or misconduct on the part of Susbuddy Ltd., wilful or otherwise, users are strongly encouraged to contact Susbuddy support with a detailed outline of the issue that has occurred, alongside any possible evidence relevant to the case. In the case of issues arising as a result of our negligence, we sincerely apologise to the user, and will work hard to resolve the matter, and ensure that it never happens again.