Refund policy

Customer Satisfaction Guarantee

We are committed to ensuring 100% customer satisfaction with every purchase. If you're not completely satisfied with your order, we're here to make it right.

Return Window:

We offer a 120-day return guarantee. Return requests must be made within 120 days of receipt of the product.

Return Conditions:

For Quality Issues (Defective, Damaged, or Incorrect Items)

If your item arrives defective, damaged, or incorrect:

  • Original packaging is not required

  • Clear photographic evidence is required to assess the issue

  • We will evaluate each case individually and determine the appropriate resolution

Resolutions include: replacement, or refund, at our discretion.

For Personal Preference Returns (Change of Mind, Don't Like, etc.)

  • Items must be unused, unwashed, and in original condition
  • Returns must be initiated within 120 days of delivery
  • Customer is responsible for return shipping costs
  • Original shipping fees (if applicable) are non-refundable

Used or washed items are not eligible for return or refund under personal preference reasons.

For Size/Fit Issues

  • Returns for incorrect size or fit preference must meet the unused and unwashed condition
  • Customer is responsible for return shipping
  • Refunds will be issued excluding original shipping costs

In some cases, and at our discretion, we may offer a partial courtesy refund in lieu of a return, such as when return shipping costs are disproportionately high or when a return is not practical.

This option is not guaranteed and is offered solely at our discretion.

Quality Warranty:

We stand behind the quality of our bamboo bed sheets with a 365-day warranty against manufacturing defects and material issues.

(Covered Issues)

  • Manufacturing defects in fabric, stitching, or construction
  • Premature wear under normal use conditions
  • Color fading or fabric deterioration beyond normal wear
  • Elastic failure in fitted sheets or corner straps

(Warranty Process)

  • Contact us at info@suiteandstay.com with photos of the issue
  • Include your order number and description of the problem
  • We will provide free repair, replacement, or store credit based on the specific issue
  • Original proof of purchase required

(Warranty Exclusions)

  • Normal wear and tear after extended use
  • Damage from improper care or washing
  • Stains, burns, cuts, or intentional damage
  • Issues caused by pets or accidents

Return Process:

Customers should contact our customer service department via email at info@suiteandstay.com to initiate a return. We will provide return instructions and a return address. Please include your order number and reason for return to expedite the process.

Refunds:

Once the return is received and inspected, we will process the refund within 5 business days. Refunds will be issued to the original method of payment. The complete return process (including shipping and inspection) may take 7-14 business days.

Damaged or Incorrect Items:

If you receive a damaged or incorrect item, please contact us within 48 hours of receipt to arrange for a replacement or refund.

Shipping Protection:

In the rare event that your package is lost or stolen during transit, we will work with you to find a satisfactory solution. Please contact us immediately if you experience shipping issues.

Delivery Confirmation & Missing Package Claims：

Once an order is marked as Delivered by the shipping carrier, it is considered successfully fulfilled.

If a package is marked as delivered but cannot be located, customers must notify us within 7 days of the delivery date so that we may assist with a carrier inquiry where possible.

Claims submitted after this timeframe may fall outside the carrier’s investigation window and cannot be guaranteed a resolution.

Suite & Stay is not responsible for packages that are confirmed delivered but reported missing due to theft, misplacement, or delayed notification.

Customer Support:

If you have any questions about our return policy or need assistance with a return, please contact our customer service team at info@suiteandstay.com. We're here to help and will work with you to ensure a positive resolution.