Politique de remboursement

Return, Exchange & Refund Policy

At The21Suns, we strive to ensure customer satisfaction with every purchase. Please review this policy carefully before placing an order, as completing a purchase confirms acceptance of the terms outlined below.

Returns (Standard Items Only)

We offer a 14-day return window from the date you receive your item for eligible standard items only. Returns will only be considered if the item arrives defective or incorrect. This policy does not apply to custom orders, pre-orders, or other non-refundable items listed below.

To qualify for a return, the item must be unused, unworn, and in its original packaging with tags intact where applicable. Proof of purchase is required, and return requests must be approved before any items are sent back. Items returned without prior approval will not be accepted.

Eligible Reasons for Return or Exchange

If you receive an item that is different from what was ordered, such as the wrong product or design in a standard order, you may request a return or exchange. Selecting an incorrect size, variation, or option at checkout does not qualify as an incorrect item. Personal circumstances, scheduling conflicts, or changes in availability do not constitute valid grounds for a return, exchange, or refund.

If your item arrives defective or damaged, please contact us immediately. Packages should be inspected before acceptance upon delivery. The21Suns is responsible for securing items during the packaging process but is not liable for damage to external packaging during transit, damage caused by misuse, neglect, unauthorized modifications, or external factors such as accidents or force majeure events.

Non-Refundable & Final Sale Items

Certain items are final sale and cannot be returned, refunded, or exchanged due to their nature. 

Mystery boxes are curated surprise items with intentionally undisclosed contents, and variations in character, style, or product selection are expected. Personal preference or dissatisfaction does not qualify as an incorrect item.

Custom and personalized items are made or sourced specifically for the customer and cannot be resold. Once payment or a down-payment is made, these orders are non-refundable. Down-payments and partial payments secure materials, inventory, and production time and are non-refundable. 

Pre-order items are secured in advance based on customer commitment and are sourced specifically for the customer. A 50% non-refundable deposit is required to secure all pre-orders. In the event of cancellation, only the remaining balance may be refunded or issued as store credit at our discretion. The 50% deposit is non-refundable under all circumstances.

Bouquets and floral arrangements are handmade and/or perishable and are not eligible for return or refund. Small accessories and personal care items are final sale due to hygiene and safety considerations. Sale or discounted items and gift cards are final sale and non-refundable.

Exchanges & Store Credit

Eligible items may be exchanged for other in-store items through the issuance of store credit. Store credit is issued as a digital voucher after the returned item is received and approved and may be applied toward any eligible in-store item of equal or greater value. Store credit is issued solely to facilitate exchanges and does not represent a cash refund, is valid for 90 days from the date of issuance, and cannot be redeemed for cash.

Return Shipping & Responsibility

For all approved returns and exchanges, return courier or shipping fees are the responsibility of the customer, and original delivery or shipping fees are non-refundable. Returned items remain the customer’s responsibility until they are received and inspected by The21Suns. Items must be securely packaged and sent using a reliable or tracked courier service.

The21Suns is not responsible for items lost, delayed, or damaged during return transit, and returns that arrive damaged due to insufficient packaging may be declined.

Pickup & Collection Policy

Pickup timeframes and locations are clearly stated at checkout and in order confirmations. By placing an order, the customer agrees to these terms. Delays in collection due to customer availability, scheduling conflicts, or personal circumstances do not qualify for refunds.

Failure to collect within the pickup window does not constitute non-delivery, and the order remains valid and available for collection. Alternative arrangements such as rescheduled pickup or delivery may be facilitated at an additional cost.

Refund Processing

Cash refunds to the original payment method are only issued if an order was never received due to an error directly attributable to The21Suns. If approved, refunds are processed within 15 business days. Please allow additional time for your bank or card provider to post the refund. If more than 20 business days have passed since approval, please contact the21suns@gmail.com.