Refund & Return Policy

The short version: 30 days from delivery to change your mind. Defective or damaged? Always covered — free replacement or full refund, no fees, no return needed. Everything else: email us first, send it back unworn, and we'll refund you minus a 15% restocking fee. Exchanges skip the fee entirely.

1. 30-day returns

You have 30 days from the delivery date to request a return or exchange. To start, email support@sugarfur.com with your order number. Please don't ship anything back before we confirm and send you the return address — unauthorized returns may be refused.

2. Condition requirements

Unworn and unwashed, with all tags attached
Battery pack and remote included
Original packaging — the LED components are fragile, so pack it well

Items that arrive used, washed, or missing parts can't be refunded.

3. Return shipping

You cover return shipping unless the item arrived defective or damaged — then it's on us. We strongly recommend tracked shipping for your return; we're not responsible for returns lost in transit.

4. Restocking fee

Non-defective returns are subject to a 15% restocking fee. Every piece is hand-tested before it ships, and high-value LED garments can't simply go back on the shelf — the fee covers inspection, repackaging, and recertification. Exchanges are exempt: swap for a different size or style and there's no fee at all.

5. Refund timing

Once your return arrives, we inspect it within 3 business days. Approved refunds go back to your original payment method within 5–10 business days. You'll get an email at each step so you're never guessing.

6. Damaged, defective, or wrong item

Covered, always. Contact us within 14 days of delivery with a photo or video of the issue and choose: free replacement or full refund — no restocking fee, no return shipping, no need to send the faulty piece back.

7. Order not arrived?

Every order ships with full tracking. If tracking shows no movement for 10 business days, email us and we'll investigate immediately. If your order hasn't arrived within 25 business days of shipment, we'll reship it or refund you in full — your choice.

8. Cancellations

Changed your mind fast? Email us within 24 hours of ordering (before it leaves our fulfillment center) and we'll cancel and refund you in full — no fee.

9. Chargebacks

Please talk to us first — most issues are resolved within 24 hours with a replacement, exchange, or refund. Chargebacks filed without contacting us will be disputed with your tracking records, delivery confirmation, and this policy. It slows your refund down instead of speeding it up.