At The Sullivan Family Scottsdale, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are happy to assist you in accordance with the policy below.
SECTION 1 - ORDER CANCELLATIONS
If you are a consumer (i.e., a private individual making a purchase for non-commercial purposes), you have the right to withdraw from the contract under the conditions set out below. You may cancel your order free of charge within 1 hours from the moment you received your order confirmation. Because we operate an automated fulfilment system, orders are processed immediately after placement. After this period, orders enter processing and cannot be cancelled, modified, or combined with other orders. To exercise your right of withdrawal, please send a clear written statement by email to info@sullivanfamilyscottsdale.com indicating your decision to cancel the order. The cancellation is valid when the notification is received by us within the cancellation period.
SECTION 2 - DELIVERY BEFORE RETURNS
Returns can only be requested after the order has been delivered. Orders that are still in transit cannot be cancelled or refunded solely because they have not yet arrived, provided the shipment remains within the estimated delivery timeframe communicated at checkout and in our Shipping Policy.
SECTION 3 - RETURN ELIGIBILITY
You can return your order within 30 days of receipt if you are not satisfied with your purchase. However, the following conditions must be met:
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The return request must be submitted within 30 days after delivery.
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Items must be unused, unworn, and unwashed, with all original tags still attached.
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The item must be returned in its original condition, including all components, accessories, and packaging whenever reasonably possible.
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The product must show only normal handling; damage due to improper use is not eligible for return.
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Hygiene-sensitive products must be thoroughly cleaned before being returned. Trying on clothing or footwear for sizing purposes is permitted. We reserve the right to reject returns if items appear to be used, damaged, or do not meet our return conditions.
SECTION 4 - ITEMS NOT ELIGIBLE FOR RETURN
Returns may be refused if: the item has been worn beyond trying it on; the item has been washed; tags have been removed; the item has been intentionally damaged; the return request falls outside the stated return period.
SECTION 5 - HOW TO RETURN YOUR ORDER
If your order meets the return conditions, please follow these steps:
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Send an email to info@sullivanfamilyscottsdale.com.
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Include your order number and the reason for the return. Once we receive your request, we will provide you with the correct return address and instructions. Returns should never be sent without first contacting customer support. Do not send returns to the sender's address; returns must be sent to the address provided by our team. Unauthorised returns may experience delays or may not be eligible for processing.
SECTION 6 - RETURN SHIPPING
As we operate with international fulfilment partners, all returns are processed through our overseas warehouse. Unless required otherwise by applicable consumer law: customers are responsible for arranging the return shipment; customers are responsible for all return shipping costs; customers are responsible for any customs duties or import fees associated with the return shipment. We strongly recommend using a tracked shipping service. The Sullivan Family Scottsdale cannot accept responsibility for returns that are lost in transit.
SECTION 7 - REFUNDS
Once the returned merchandise has been received and inspected, we will notify you regarding approval of the refund. Approved refunds are issued to the original payment method, unless otherwise agreed. Please allow up to 14 working days for us to process the refund after receipt of the returned merchandise, plus additional time for your bank or card issuer to complete the transaction. Returns may be subject to handling, restocking, and/or customs-related fees of up to 10% of the order value. These costs may be deducted from the total refund amount where applicable.
SECTION 8 - EXCHANGES
If you ordered the wrong size or wish to exchange an item, please contact info@sullivanfamilyscottsdale.com. Our customer support team will review the available exchange options.
SECTION 9 - INCORRECT, DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged, defective, or incorrect, please contact us within 7 days after delivery. Defects present on arrival must be reported immediately. Please include your order number and photographs clearly showing the issue. Our customer support team will review your request and provide an appropriate solution.
SECTION 10 - CUSTOMER SUPPORT BEFORE CHARGEBACKS
We are committed to resolving customer concerns quickly and fairly. Customers agree to contact our customer support team before initiating a payment dispute or chargeback. Most issues can be resolved through returns, exchanges, replacements, partial refunds, store credit, or full refunds where applicable.
SECTION 11 - DELIVERY RESPONSIBILITY
Delivery is considered completed once the shipping carrier marks the package as delivered to the address provided by the customer. Customers are responsible for ensuring that the shipping address is correct before completing checkout.
SECTION 12 - CONTACT INFORMATION
For all return requests and any further questions, please contact our customer service team at info@sullivanfamilyscottsdale.com.
The Sullivan Family Scottsdale