Returns & refunds

Suqimi is operated by ZEIT DEVELOPERS PTY LTD, ABN 75 694 356 057.

This policy applies to purchases from Suqimi, operated by ZEIT DEVELOPERS PTY LTD (ABN 75 694 356 057). It does not exclude, restrict or replace your rights under the Australian Consumer Law.

Faulty products and consumer guarantees

Products must meet the consumer guarantees that apply under Australian law. For a major failure, you may choose a refund or replacement, or keep the goods and seek compensation for their reduced value, and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, Suqimi may choose an appropriate free remedy, including repair. If the problem is not resolved within a reasonable time, you may be entitled to further remedies, including a refund or replacement.

Consumer guarantees may apply beyond any stated manufacturer warranty. Sale items have the same statutory rights. A manufacturer warranty is additional to these rights, and you can contact Suqimi directly for help. No change-of-mind deadline applies to a consumer-guarantee claim; the relevant period depends on the product, its expected durability and the circumstances. Please report a problem promptly so we can assist.

How to request help

Email care@suqimi.com or call +61 485 512 147 with your order number or other proof of purchase, a description of the problem, and photos if useful. We may reasonably assess the product before deciding the appropriate remedy. Please contact us for the correct return address and instructions before sending an item; this request does not limit your statutory rights. Do not send products to a supplier address printed on a parcel without checking with us.

Our Shopify Collective suppliers dispatch products directly. Suqimi coordinates return requests with the relevant supplier and confirms the return address and instructions. Supplier fulfilment does not remove your rights against Suqimi as the seller.

Shopify Collective return settings govern how we and a supplier process a return behind the scenes. They are not a separate customer returns policy and do not reduce your rights against Suqimi. A supplier’s own direct-store return offer applies to a Suqimi order only if we expressly confirm that offer for your order before purchase.

For small items that can readily be posted, you may need to pay return postage initially. Keep your postage receipt: if a consumer-guarantee fault is confirmed, Suqimi will reimburse reasonable return costs. For faulty goods that are large, heavy or difficult to return, we will arrange collection or pay reasonable transport costs as required by law. Original packaging is not required for a consumer-guarantee claim.

Change of mind

We do not offer an automatic change-of-mind return entitlement unless a product listing or written agreement states otherwise. Contact us before purchase if you need a change-of-mind option. Any agreed return period and conditions will be provided in writing. This applies only where the item is not faulty and does not affect consumer-guarantee rights.

Postage and conditions for agreed change-of-mind returns

The buyer pays return postage and any agreed replacement delivery charge for an accepted change-of-mind return. Original delivery charges are not refunded for a change-of-mind return unless we agree otherwise. Use suitable packaging and retain proof of posting; tracked delivery is recommended. Goods must meet the unused condition, tags, accessories and packaging requirements stated in the written return agreement. Any lawful restocking or assessment charge must be disclosed and agreed before purchase; we do not impose undisclosed fees.

For jewellery, personalised goods, drones, security equipment, e-bikes and other high-value or specialist products, please obtain our written agreement before ordering if you want a change-of-mind return. We will confirm any supplier acceptance, return method, transit protection and charges in that agreement. A supplier’s direct-store return window, free return label or exchange offer is not automatically available through Suqimi.

Misuse and assessment

Consumer guarantees do not cover a problem caused by misuse or damage after delivery, or the particular defect clearly disclosed before purchase. If assessment finds no consumer-guarantee fault, reasonable inspection or transport costs may be payable only where those costs were disclosed before collection or assessment. We do not charge a restocking fee for a valid consumer-guarantee refund.

Refunds

Once a refund is approved, we will confirm the amount and expected processing date and process it without unnecessary delay. Refunds are made to the original payment method unless you agree otherwise. Your bank or payment provider may take additional time to display the refund. Contact Suqimi if the advised date passes without confirmation. A statutory refund is not replaced with store credit without your agreement, and no deduction is made for normal use where a full refund is required by law.

Contact Suqimi

For policy questions, assistance or return instructions, email care@suqimi.com or call +61 485 512 147. We will provide the relevant address when needed.