The objects that will appear in the terms below are construed as follows:

Buyer: Refers to a customer who purchases goods online through the website https://susu.cz and has placed an order at this website address.

Seller: Refers to the company Golden Lotus sro with office address: Spálená 113/57, Prague 1, Czech Republic

1. Conditions apply

Subject to the terms and conditions set forth in this Returns and Refunds Policy and forming part of the Terms of Service, Susu secures Buyer’s interests by allowing product return requests and /or refund 7 days before the expiry date (From when the Buyer has received the goods). Seller Guarantees to comply with Buyer’s request, to assist Buyer in resolving conflicts that may arise during the transaction.

2. Terms of return

Buyer agrees that she/he may request return and refund only in the following cases:

• The buyer has paid but did not receive the product, or did not receive all the ordered products, or received the product as a fake or imitation product;

• The product is defective or damaged in transit;

• Seller delivers wrong product to Buyer (eg wrong size, wrong color, etc…);

• The Product received by the Buyer is significantly different from the information provided by the Seller in the product description;

3. Settlement of Refund Requests

Buyers can submit a request for a return/refund within 07 (seven) days from the time the order is updated and delivered successfully. Particularly for fresh and frozen food products (unless the goods have not been received), the Buyer needs to submit a return/refund request within 24 hours from the time the order is updated successfully. . 

All returns-refund requests must be made through one of the following two methods:

• By phone: +420 702489999 (Mrs Alice)

• By email: Susu.Asianfood@gmail.com

We always carefully review each Buyer’s return/refund request and reserve the right to make a final decision on such request based on the foregoing and in accordance with the Susu.cz Terms of Service. 

4. Don’t change your mind to buy

Except as mentioned in item (2) of this Return and Refund Policy, returns due to Buyer’s change of mind will not be accepted.

5. Seller’s Responsibilities

Upon receipt of a request for a return and/or refund from the Buyer, the Seller will notify the Buyer via email and/or text message about the process, time and steps for making the return. and/or refund.

6. Condition of the returned item

In order to limit the problems arising from returning goods, the Buyer should note that it is necessary to repack the goods in the same way as when the Buyer received the goods and return the product including all accompanying accessories, invoices, warranty stamp… if any and the product must be in the same condition as when the buyer received the item. We encourage Buyer to take a video or take a photo of the product as soon as it is received as proof of comparison/complaint later if needed.

7. Return costs

If the return requesting order meets the return conditions in (2) of this Return and Refund Policy, Seller will bear all shipping costs associated with returning the item between Buyer and Seller.

8. Refund for Returned Goods

Depending on the Buyer’s request for refund, the Seller will refund part or all of the purchase amount stated on the invoice of the Buyer that has requested the refund.

• Full refund: The seller is responsible for refunding 100% of the amount (Invoice) to the buyer if the buyer requests to return the goods and meets the return conditions in item (2). this Return and Refund book after the Seller has received the returned item from the Buyer.

• Partial Refund: The seller is responsible for a partial refund corresponding to the unit price of the goods requested for return that meets the return conditions in item (2) of this Return and Refund Policy. Note It is the responsibility of the Buyer to repack the returned merchandise and return it to the Buyer. 

9. Dispute between Buyer and Seller

In the event that the Buyer and the Seller cannot agree on a solution, the Buyer and the Seller can complain about this to the Authorities for settlement.