Refund policy

Last updated: August 23, 2026

We want you to be confident when purchasing from SUTCAY. This policy explains when returns, replacements, cancellations, and refunds are available. Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

Return window

You may request a return within 30 days after delivery. For orders delivered in more than one shipment, the 30-day period begins when the last item in the order is delivered. If the final day falls on a weekend or public holiday, the deadline extends to the next business day. Eligible items must be unused, unopened, in their original packaging, and in resalable condition. Proof of purchase is required.

European Union right of withdrawal

Consumers in the European Union may cancel an eligible order before fulfillment and may exercise their statutory right of withdrawal after delivery. SUTCAY provides a 30-day return window for eligible EU orders, which is longer than the statutory 14-day minimum. Requests can be submitted through the Returns & Cancellations link in the store or by emailing support@sutcay.com.

Hygiene, sealed, and custom-product exclusions

Where permitted by applicable law, sealed goods that are not suitable for return for health protection or hygiene reasons cannot be returned after the seal has been broken. This may include opened or used lash trays, adhesives, removers, primers, bonders, sealants, liquids, and other consumable products. Custom, personalized, and private-label goods may also be excluded from withdrawal where permitted by law. These exclusions do not apply when an item arrives damaged, defective, or incorrect, and they do not limit mandatory consumer rights.

Damaged, defective, or incorrect items

Please contact us within 7 days of delivery and include your order number plus clear photos of the item and packaging. After review, we may offer a replacement, store credit, or refund as appropriate.

How to start a return or cancellation

Use the Returns & Cancellations link in the store or email support@sutcay.com. Returns sent without prior authorization may not be accepted. We will provide return instructions and the return address after approval.

Return shipping

Customers are responsible for return shipping for non-defective returns or withdrawals unless applicable law requires otherwise. SUTCAY covers reasonable return shipping when the item was damaged, defective, or sent incorrectly. Additional premium delivery charges, customs duties, and import fees are non-refundable unless required by law.

Refunds

We inspect approved returns after receipt. If accepted, the refund is issued to the original payment method. We process refunds promptly and within the period required by applicable law. Your bank or card issuer may require additional time to post the refund.

Cancellations

Eligible EU orders may be cancelled through self-service until fulfillment. For other orders, contact us as soon as possible. We cannot guarantee cancellation after fulfillment or shipment has begun.