Refund policy
SUTORI RETURNS & REFUND POLICY
At SUTORI, we want every customer to purchase with confidence.
As SUTORI products are professional tools and many of our customers purchase them for use within their barbering, hairdressing, education or other professional activity, this policy distinguishes between customers who legally qualify as consumers and customers purchasing primarily for professional or commercial purposes.
Nothing in this policy limits, excludes or replaces any mandatory rights granted under applicable law.
1. CUSTOMER STATUS
CONSUMERS
A customer will generally qualify as a consumer when purchasing as an individual for purposes outside their trade, business, craft or professional activity.
Consumers benefit from the mandatory consumer rights applicable to their purchase, including the statutory right of withdrawal from eligible distance contracts where applicable.
PROFESSIONAL CUSTOMERS
Customers purchasing SUTORI products primarily for use within their barbering, hairdressing, education, salon, academy, trade, business or other professional activity may be considered Professional Customers.
Professional Customers may not benefit from statutory rights that apply exclusively to consumers, including the statutory consumer right of withdrawal.
However, SUTORI voluntarily provides Professional Customers with the return policy described below.
2. CONSUMER: 14-DAY STATUTORY RIGHT OF WITHDRAWAL
Where applicable under consumer law, a Consumer who purchases a product through the SUTORI website may withdraw from the purchase without giving a reason within 14 days.
For goods, the withdrawal period generally begins from the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods.
To exercise this right, the Consumer must communicate their decision to withdraw from the contract through a clear and unequivocal statement before the expiry of the applicable 14-day period.
Contact:
Consumers may use the model withdrawal form included at the end of this policy, although use of that form is not mandatory.
3. RETURN DEADLINE AFTER WITHDRAWAL
After notifying SUTORI of the decision to exercise the statutory right of withdrawal, the Consumer must return the goods without undue delay and no later than 14 days from the date on which the withdrawal was communicated.
The deadline is considered to have been met where the goods are dispatched before the 14-day return period expires.
4. INSPECTION AND HANDLING BY CONSUMERS
Consumers may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
Opening the packaging alone does not automatically remove the statutory right of withdrawal.
However, the Consumer may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.
In the case of professional scissors, this may include, where applicable:
- Professional use on clients or models
- Repeated or extended cutting use
- Sharpening
- Alteration or modification
- Incorrect adjustment or disassembly
- Damage, marks or deterioration resulting from use beyond reasonable inspection
Where legally permitted, any proven reduction in value caused by excessive handling may be reflected in the amount refunded.
5. SUTORI PROFESSIONAL RETURNS: 14 DAYS
Although Professional Customers may not have a statutory consumer right of withdrawal, SUTORI voluntarily accepts eligible returns from Professional Customers requested within 14 days from delivery.
To qualify for a Professional Return, the product must:
- Not have been professionally used
- Not have been used to perform haircuts on clients or models
- Not have been sharpened
- Not have been modified or altered
- Not have been damaged
- Not show material signs of use
- Include all original accessories supplied with the product
- Be returned with its original presentation box and supplied documentation, where reasonably possible
Reasonable visual inspection of the scissors does not automatically prevent a Professional Return.
However, the SUTORI Professional Returns Policy is intended to allow customers to inspect the product, not to use the product professionally and then return it.
SUTORI reserves the right to refuse a voluntary Professional Return where inspection reasonably demonstrates professional use, damage, alteration, sharpening or another breach of the conditions above.
This voluntary Professional Returns Policy does not create or extend statutory consumer rights to Professional Customers.
6. PROFESSIONAL RETURN SHIPPING
For voluntary Professional Returns based on a change of mind:
- Return shipping is the responsibility of the customer
- The original delivery charge is not refundable unless SUTORI expressly agrees otherwise
- Customs duties, taxes, insurance or other return-related charges are the responsibility of the customer where applicable
The customer is responsible for ensuring that the product is adequately protected during return transport.
We strongly recommend using tracked and appropriately insured shipping.
7. CONSUMER RETURN SHIPPING
Where a Consumer exercises a valid statutory right of withdrawal because they have changed their mind, the direct cost of returning the goods to SUTORI will be borne by the Consumer, provided that the Consumer was properly informed of this obligation before concluding the purchase.
SUTORI will reimburse the original standard delivery cost where required by applicable consumer law.
Where the Consumer selected a delivery method more expensive than the least expensive standard delivery option offered by SUTORI, SUTORI is not required to reimburse the additional premium delivery cost where permitted by law.
8. REFUNDS: CONSUMERS
Where a Consumer validly exercises a statutory right of withdrawal, SUTORI will reimburse the applicable payments without undue delay and, in any event, within the period required by applicable law.
SUTORI may withhold reimbursement until:
- SUTORI has received the returned goods; or
- The Consumer provides evidence that the goods have been returned,
whichever occurs first, where permitted under applicable law.
Unless otherwise agreed, reimbursement will be made using the same payment method used for the original transaction.
No additional fee will be charged to the Consumer for the reimbursement itself.
Where legally permitted, a reduction in value resulting from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods may be deducted from the refund.
9. REFUNDS: PROFESSIONAL CUSTOMERS
Once a voluntary Professional Return has been received and inspected by SUTORI, an approved refund will be processed using the original payment method or another method agreed between SUTORI and the customer.
For Professional Returns based purely on a change of mind:
- Original delivery charges are not refundable
- Return delivery charges are not refundable
- Customs duties, taxes and other logistical charges are not refundable by SUTORI unless expressly agreed otherwise
Products that do not comply with the Professional Return conditions may be returned to the customer, with any additional shipping cost communicated before dispatch.
10. DEFECTIVE OR NON-CONFORMING PRODUCTS
Returns based on a product defect, lack of conformity or incorrect product are separate from change-of-mind returns.
If a customer believes that a product:
- Has a manufacturing defect
- Arrived damaged
- Is materially different from the product ordered
- Presents another potential lack of conformity
the customer should contact SUTORI before returning the product.
SUTORI may request:
- Order number
- Product identification
- Photographs
- Video
- Description of the issue
- Information about how the product has been used or maintained
Where the customer qualifies as a Consumer and the issue is covered by the applicable statutory legal guarantee, SUTORI will provide the appropriate remedy in accordance with applicable consumer law.
Where legally required, the Consumer will not bear the necessary costs associated with returning or bringing a defective or non-conforming product into conformity.
Professional Customer claims will be assessed in accordance with the applicable contractual terms and applicable law.
11. PRODUCTS DAMAGED THROUGH USE
A defect or return claim does not automatically cover damage caused after delivery through misuse, accidents or inadequate maintenance.
Examples include:
- Drops or impacts
- Bent, chipped or broken blades resulting from accidental damage or misuse
- Use on unsuitable materials
- Incorrect sharpening
- Incorrect disassembly
- Unauthorized modifications
- Excessive force
- Corrosion or oxidation resulting from inadequate cleaning, lubrication or storage
- Intentional damage
Such situations may be assessed separately by SUTORI.
Where technically possible, SUTORI may offer a paid repair, sharpening, maintenance service or other solution.
12. PRODUCTS DAMAGED DURING DELIVERY
If an order arrives visibly damaged as a result of transport, the customer should contact SUTORI as soon as reasonably possible.
Where possible, customers should retain:
- The shipping box
- Protective packaging
- Product packaging
- Shipping label
and provide photographs showing the condition in which the parcel and product were received.
Failure to immediately report transport damage does not remove any mandatory rights that a Consumer may have under applicable law.
13. PERSONALIZED OR CUSTOM-MADE PRODUCTS
Products manufactured according to the customer's individual specifications or clearly personalized for the customer may not be eligible for the statutory right of withdrawal where an applicable legal exception exists.
Any such restriction will be communicated to the customer before the relevant purchase is completed.
Personalized or custom-made Professional Customer orders are not eligible for voluntary change-of-mind returns unless SUTORI expressly agrees otherwise.
This does not affect rights relating to defective or incorrectly supplied goods.
14. SETS AND BUNDLES
Where a customer returns an entire set or bundle, all products and accessories forming part of that set or bundle must also be returned.
Where a promotional price or discount was conditional upon purchasing multiple products, and only part of that purchase is returned, SUTORI may recalculate the applicable promotional discount where permitted by law.
This provision will not be applied in a way that limits any mandatory Consumer rights.
15. GIFTS AND PROMOTIONAL PRODUCTS
Where a complimentary item was provided subject to a qualifying purchase or promotional condition, the complimentary item should also be returned if returning the qualifying purchase means that the promotional conditions are no longer satisfied.
Where legally permitted, failure to return the promotional item may result in its value being taken into account when calculating the applicable refund.
16. HOW TO REQUEST A RETURN
Before sending a product back to SUTORI, customers should contact:
Please provide:
- Full name
- Order number
- Product being returned
- Reason for the return
- Photographs or video where relevant
SUTORI will provide the applicable return instructions and return address.
Customers should not send products to SUTORI before receiving the relevant return instructions.
17. RETURN PACKAGING
Products must be appropriately packaged and protected for return transportation.
Where available, we recommend using the original protective packaging.
The customer should ensure that scissors cannot move freely inside the parcel and that the blades are appropriately protected.
For change-of-mind returns where the customer arranges transportation, the customer is responsible for adequate return packaging and should use a tracked and appropriately insured service.
Nothing in this section limits any mandatory rights applicable to Consumers.
18. INTERNATIONAL RETURNS
For international returns, customers must follow the return and customs instructions provided by SUTORI.
Customers should clearly identify returned goods as returns where required for customs purposes and follow any instructions provided by SUTORI to avoid unnecessary import charges or delays.
For voluntary Professional Returns and Consumer change-of-mind returns where legally permitted, the customer is responsible for applicable return transport and associated direct return costs.
For valid statutory Consumer guarantee claims, responsibility for costs will be determined by applicable mandatory consumer law.
19. SUTORI LIFETIME CARE
Returns and refunds are separate from the SUTORI Lifetime Care Program.
Lifetime Care is an additional long-term maintenance service available exclusively for eligible SUTORI scissors.
Lifetime Care does not:
- Replace the statutory legal guarantee
- Replace the Consumer's statutory right of withdrawal
- Create a right to return a used product for a refund
- Constitute a lifetime right to product replacement
Lifetime Care requests are governed by the separate SUTORI Lifetime Care Program terms.
20. MODEL CONSUMER WITHDRAWAL FORM
This form may be used by Consumers who wish to exercise an applicable statutory right of withdrawal. Its use is not mandatory.
To:
SUTORI
Humberto Oliveira Magalhães
Avenida Paulo Felisberto, n.º 91, Loja C, 4750-809 Arcozelo
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Name of Consumer(s):
Address of Consumer(s):
Date:
Signature of Consumer(s), only where this form is submitted on paper:
21. CONTACT
For return, refund or order-related enquiries, please contact:
SUTORI
Email: geral@sutoriscissors.com
Full company and contact details are available on our Contact and Legal Information pages.