Refund policy
We want your purchase from SulaFit to be clear and straightforward. Please review the following Return & Refund Policy before sending any item back to us.
15-Day Return Window
You may request a return within 15 calendar days from the date your order is delivered.
To start a return, please contact us at service@sulafit.com within the 15-day return period and include:
- Your order number
- The email address used to place the order
- The item(s) you wish to return
- The reason for the return
- Photos where applicable, particularly for damaged, defective, or incorrect items
After receiving your request, our customer service team will review the information and provide the appropriate return instructions and return address for your order.
Return Eligibility
To be eligible for a return, the item must:
- Be unworn, unwashed, and unused
- Be returned with all original tags attached
- Be in its original condition
- Include the original packaging where reasonably possible
- For swimwear, have the hygienic liner fully attached and intact
For hygiene reasons, swimwear with a removed, damaged, or altered hygienic liner cannot be accepted for return unless the item is defective, damaged, or incorrect.
We reserve the right to refuse a return if the item does not meet the eligibility conditions above, subject to applicable consumer protection laws.
Return Address
SulaFit works with multiple fulfillment and return facilities. For this reason, we do not provide a single fixed return address for all orders.
Before sending any item back, please contact us at service@sulafit.com. Our customer service team will determine the appropriate return location based on factors including:
- The warehouse or fulfillment location associated with the product
- The customer's delivery location
- The return facilities currently available for the order
Where possible, we will provide an appropriate return facility that helps reduce unnecessary return distance and shipping costs.
Please do not return an item to the original shipping address, sender address, company registration address, or any address not specifically confirmed by our customer service team.
Sending a return to an unconfirmed address may result in delays or may prevent us from locating and processing the returned package.
If your order contains items fulfilled from different locations, you may receive separate return instructions for different items.
Return Shipping Costs
Change of Mind, Size, Fit, Colour, or Preference
If you are returning an eligible item because of a change of mind, incorrect size selection, fit preference, colour preference, or another reason that is not caused by a product defect or an error by SulaFit, you are responsible for the cost of shipping the item back to the return facility confirmed by us.
SulaFit does not charge any return handling fee or restocking fee.
We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return and refund have been completed.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within the return period and provide your order number together with clear photos showing the issue.
If we confirm that the issue was caused by a product defect, shipping damage, or an error by SulaFit, we will provide the appropriate return instructions and cover reasonable return shipping costs.
Please contact us before arranging the return so that we can confirm the correct return method and address.
No Restocking or Return Handling Fee
SulaFit does not charge a restocking fee or return handling fee for eligible returns.
Please note that this does not include the cost of return shipping for returns caused by a change of mind, size, fit, colour preference, or other customer-related reasons.
Refunds
Once your returned item has been received at the return facility confirmed by SulaFit, we will inspect it to ensure that it meets the return conditions described in this policy.
If the return is approved, your refund will be issued to the original payment method.
We will process approved refunds within 5 business days after the returned item is received.
After SulaFit issues the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to make the funds available in your account. This additional processing time is controlled by the payment provider and is outside our control.
If more than 5 business days have passed since your returned item was received and you have not received confirmation regarding your refund, please contact us at service@sulafit.com.
Original Shipping Charges
Unless otherwise required by applicable law, original shipping charges are generally non-refundable when a return is made because of a change of mind, size, fit, colour preference, or another customer-related reason.
If the return is caused by a defective, damaged, or incorrect item, please contact us so that we can review the circumstances and provide the appropriate resolution.
Exchanges
We do not currently offer direct product exchanges.
If you would like a different size, colour, or product, please return the eligible item according to this policy and place a new order for the preferred item.
Wrong or Missing Items
If your order contains an incorrect item or an item appears to be missing from your shipment, please contact us as soon as possible at service@sulafit.com and provide your order number and relevant details.
Orders containing products stored at different fulfillment locations may be shipped in separate packages and may arrive at different times.
Before reporting an item as missing, please check whether your order has multiple shipment notifications or tracking numbers.
How to Start a Return
To request a return:
- Contact us at service@sulafit.com within 15 calendar days of delivery.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- If the item is damaged, defective, or incorrect, include clear photos showing the issue.
- Our customer service team will review your request and provide the appropriate return address and instructions based on the product's fulfillment location and your delivery location.
- Package the eligible item securely and send it only to the return address confirmed by SulaFit.
- Keep your return tracking information until the return and refund process has been completed.
Please do not send a return before receiving return instructions from us. Returns sent to an unconfirmed address may be delayed or may not be properly identified.
Return Tracking
For customer-paid returns, we strongly recommend using a shipping service that provides tracking and delivery confirmation.
Please retain your shipping receipt and tracking number until your refund has been completed.
If a returned package is lost before it reaches the return facility and no valid tracking or delivery confirmation is available, we may be unable to verify receipt of the return.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any rights you may have under applicable consumer protection laws.
If applicable law provides additional rights or remedies for faulty, damaged, defective, or incorrectly supplied goods, those rights will continue to apply.
Contact Us
If you have any questions about a return, refund, damaged item, incorrect item, or return address, please contact our customer service team before sending your return.
Email: service@sulafit.com
For additional customer service information, including service hours, response times, and business information, please visit our Contact Information page.