Refund policy

We offer a 30-day return policy, which means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be unused, in the same condition in which you received it, and in its original packaging.

If you purchased Checkout+ with your order, return shipping is included at no additional cost. If Checkout+ was not purchased, the cost of return shipping will be deducted from your final refund.

Once your return is approved, the returned item must be received by us within 30 days. If the item is not received within 30 days of return approval, the return may be canceled and a refund or credit will not be issued.

Start a Return

You can start a return or exchange through our Returns & Exchanges Portal.

Follow the steps in the portal and select the item you would like to return or exchange.

Damaged, Missing, or Lost Shipments

Issues caused during shipping are handled through our Claims Portal rather than through our standard return or warranty process.

This includes packages that:

  • Were damaged during transit
  • Appear to be lost in transit
  • Are marked delivered but cannot be located
  • Are missing an item from the shipment

For delayed, lost, or delivered-but-missing packages, please contact the shipping carrier first for additional information. If the carrier is unable to locate or resolve the shipment, submit a claim through our Claims Portal and include documentation of your correspondence with the carrier.

Once logged into the portal, select “Start a Claim.”

Exceptions / Non-Returnable Items

We are unable to accept returns for:

  • Items that have been used or are no longer in their original condition
  • Items that are not returned in their original packaging
  • Items returned outside of the applicable return period

Items that are damaged due to misuse, accidents, normal wear and tear, or unauthorized alterations are not eligible for return or replacement under our standard return policy.

Exchanges

Exchanges are processed through our Returns & Exchanges Portal.

Once logged in, select the item you would like to exchange and choose “Exchange Item” when prompted. Available replacement options will be displayed during the exchange process.

PhoneBacks are designed specifically for each iPhone model, so please confirm your exact phone model before selecting a replacement.

European Union 14 Day Cooling Off Period

If your order was shipped to the European Union, you have the right to withdraw from your purchase within 14 days of delivery, without providing a reason.

Returned items must be unused, in their original condition, and in their original packaging.

For eligible withdrawals, you will receive a refund for the returned product(s) and the original standard delivery charge. If you selected a more expensive shipping option, such as express delivery, any amount above the standard shipping rate may not be refundable.

If you purchased Checkout+, return shipping is included at no additional cost. Otherwise, the cost of returning the item is your responsibility.

To begin, log in to our Returns & Exchanges Portal and select “Withdraw from Order” from the options at the top of the portal. Then follow the steps provided to submit your request.

Refunds

Once your return has been received and inspected, we’ll notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. If Checkout+ was not purchased, any applicable return shipping cost will be deducted from the refund.

Please allow up to 10 business days for us to process an approved refund. Your bank or credit card provider may require additional time for the refund to appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hey@suti.co

Warranty

We stand behind the quality of our products and offer a 1-year limited warranty against manufacturing defects, beginning on the date of purchase.

The warranty covers eligible defects in materials or craftsmanship. It does not cover damage caused by misuse, accidents, normal wear and tear, or unauthorized alterations.

If you believe your product has a manufacturing defect, submit a warranty claim through our Warranty Claim Portal.

Once logged in, select “File a Warranty Claim” from the options at the top of the portal. You’ll be asked to provide clear photos and/or video showing the issue. This documentation is required for our team to review your claim.

If your warranty claim is approved, you’ll be provided with the next steps for replacement.