Refund and Returns Policy – WILDSURI

Effective Date: June 25, 2025
Website: https://wildsuri.com
Business Name: WILDSURI – Specializing in Luxury Lipsticks
Contact Email: contact@wildsuri.com

At WILDSURI, your satisfaction is our priority. We are committed to providing high-quality, ethically formulated luxury lipsticks that elevate your beauty experience. If, for any reason, you are not entirely satisfied with your purchase, our Refund and Returns Policy outlines your options and rights regarding product returns, exchanges, and refunds.

This policy applies to all purchases made directly through our website, https://wildsuri.com, and is effective from June 25, 2025.

1. Eligibility for Returns

Due to the nature of our cosmetic products and for hygiene reasons, we only accept returns under specific conditions, as outlined below.

1.1 Returnable Products

We accept returns for the following scenarios:

  • The product arrived damaged or defective.

  • The product is incorrect (e.g., wrong shade or item sent).

  • You received a duplicate order in error.

Returns are accepted within 14 calendar days from the date you receive the product. After this period, we cannot guarantee eligibility for a refund or exchange.

1.2 Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned:

  • Lipsticks that have been opened, swatched, or used

  • Items not purchased directly from https://wildsuri.com

  • Gift cards, promotional items, or free gifts

  • Products purchased on final sale or marked “non-returnable”

We strongly recommend checking your order before confirming payment to ensure accuracy.

2. How to Initiate a Return

If your order qualifies for a return, please follow the steps below:

Step 1: Contact Us

Email our Customer Experience Team at contact@wildsuri.com within 14 days of receiving your order. Include:

  • Your full name

  • Order number

  • Reason for return

  • Photos of the item and packaging (if applicable)

Step 2: Receive Authorization

Once your return request is reviewed, we will issue a Return Merchandise Authorization (RMA) number and instructions on how to return your item.

Do not send items back without an RMA, as unauthorized returns will not be processed or refunded.

Step 3: Ship the Item

Securely package the item in its original box (if available), including all components (e.g., original invoice, packaging, free gifts), and ship it to the address provided in your RMA email.

Customers are responsible for return shipping costs unless the item was incorrect or defective.

3. Refund Processing

If your return is approved, your refund will be processed within 5–10 business days of receiving the returned product at our facility.

3.1 Refund Method

Refunds are issued to the original method of payment used during checkout. You will receive a confirmation email once the refund has been processed.

Please note that:

  • Refunds may take additional time to reflect on your bank or credit card statement depending on your financial institution.

  • We cannot issue refunds to a different payment method or bank account.

3.2 Partial Refunds

In some cases, partial refunds may be issued (e.g., if only part of your order was returned, or a return arrives damaged due to improper packaging).

4. Exchanges

We offer exchanges only in the following cases:

  • The wrong product or shade was sent by mistake

  • The item arrived damaged in transit

If you are eligible for an exchange, please follow the return procedure above. Once your returned item is received and inspected, we will ship a replacement at no extra cost.

Please note that:

  • Exchanges are subject to product availability

  • We do not exchange products due to a change of mind, incorrect color selection, or personal preference once the product has been opened

5. Cancellations

5.1 Before Shipping

If you wish to cancel your order, please email us at contact@wildsuri.com as soon as possible. If the order has not yet been processed or shipped, we will cancel it and issue a full refund.

5.2 After Shipping

Once your order has been shipped, it cannot be canceled. You may be eligible for a return only if the product meets the conditions outlined in Section 1.

6. Damaged or Missing Items

If your package arrives with visible damage or missing items, please notify us within 48 hours of delivery by sending clear photos of:

  • The shipping box

  • The damaged or missing item(s)

  • The packing slip

We will review the claim and take appropriate action, which may include a replacement, refund, or store credit.

7. Refunds for Shipping Fees

7.1 Refundable Shipping

If the return is due to our error (e.g., incorrect or damaged item), we will refund your original shipping costs along with the product refund.

7.2 Non-Refundable Shipping

If you are returning an item for any reason not caused by WILDSURI (e.g., personal preference, ordering error), original shipping fees are non-refundable.

8. Gift Returns

If you received a WILDSURI item as a gift, we can only issue a refund to the original purchaser’s payment method. However, we may offer store credit if the return is eligible and you provide the order number and proof of purchase.

9. International Returns

We accept returns from international customers under the same terms as domestic orders. However:

  • You are responsible for all return shipping and any customs fees associated with the return

  • We recommend using a trackable shipping method

  • We do not reimburse international duties, taxes, or customs fees

Please allow extra time for your return to arrive and be processed.

10. Product Quality Concerns

If you experience an unexpected reaction or product performance issue, please contact us immediately with:

  • Your order number

  • The product name

  • A description and photo of the issue

We will evaluate the situation and work with you to resolve it appropriately, whether through a refund, store credit, or replacement.

11. Abuse of Return Policy

To protect our customers and business, WILDSURI reserves the right to refuse returns or issue refunds at our discretion in cases of:

  • Excessive return frequency

  • Attempts to return used products

  • Suspected fraudulent claims

  • Returns made outside of our stated policy timeline

12. Contact Information

If you have any questions about this Refund and Returns Policy, or need assistance with a return, please contact our team:

WILDSURI – Customer Experience Team
Address: 84 Boat Ln, Nottingham, United Kingdom
Email: contact@wildsuri.com
Phone: +44 47 8160 3747
Support Hours: Monday – Friday, 9 AM – 5 PM (GMT)

13. Policy Updates

WILDSURI reserves the right to update or amend this Refund and Returns Policy at any time. Changes will be posted on this page and will apply to future purchases.

The current version of this policy is effective as of June 25, 2025.

Thank you for shopping with WILDSURI.
We’re dedicated to offering luxury lipsticks you’ll love—and customer service you can trust.