Orders, Customs Duties & Returns Policy

Import duties taxes and tariffs

The buyer pays all applicable destination-country import duties, customs taxes, tariffs and related import charges, including additional tariffs assessed on Pakistan-origin products. Import VAT, GST or consumption tax, courier clearance, brokerage, handling and duty-advance fees may also apply. These charges are separate from product prices and shipping unless explicitly included for your order.

Courier selection and prepaid duties

Sukaizen selects the courier and shipping service. Duties are normally payable by the buyer. For a particular order, Sukaizen may offer or arrange prepaid duties and will confirm the covered charges in writing. Courier selection alone does not promise that duties are included, and it does not override a prepaid commitment already made to you.

If your order expressly includes prepaid import charges, you should not pay those same charges again. Contact us if the carrier requests a duplicate payment. Sukaizen does not promise duty-paid delivery for every order.

Customs assessments and declarations

Customs authorities determine rates under the rules applicable when the goods are imported. Rates depend on destination, origin, product, materials, tariff classification and customs value; freight and insurance may form part of the taxable value. Low order value does not guarantee exemption. Check with your customs authority or carrier before ordering if you need an estimate.

We declare accurate descriptions, values and actual product origin. We cannot reduce the declared value, misstate the origin or mark a commercial purchase as a gift. Dispatch from Pakistan does not itself determine the legal origin of every item.

Clearance delays and unpaid charges

Pay valid import invoices by the stated deadline and provide legally required clearance information. Inspection or missing documents can delay delivery; delivery estimates do not guarantee a clearance date. We assist with invoices and order documents, but customs determines assessment and release.

Refusing a parcel or leaving import charges unpaid does not automatically cancel the order or guarantee a full refund. If the parcel returns, we review it under this policy. Where legally permitted, reasonable documented return, storage or unrecoverable clearance costs caused by refusal may be deducted. We explain deductions and do not add a separate restocking fee. If the parcel is not returned, contact us for a review of its status and your applicable rights.

Customs taxes after a return or exchange

Duties, taxes and fees you pay directly to customs, a carrier or a broker are not refunded by Sukaizen. Request any available repayment from that authority or provider; approval is not guaranteed. We provide available supporting documents. Charges collected by Sukaizen are reviewed separately and refunded where required. An exchange shipment may incur new import charges.

Confirming production details

After ordering, we ask you to confirm the size, colour and any agreed measurements, artwork or personalisation in writing. Check these details carefully. Your final written approval establishes the specifications we will use. We record the approval time and confirm the production schedule; changes are not effective until we accept them in writing.

Changes within 24 hours

You may request a change or cancellation within 24 hours of your final written approval. We will not begin approved production during this period. A cancellation received within this period qualifies for a full refund of the affected order payment. If details are revised and approved again, the 24-hour period starts from the revised final approval.

Custom orders after production begins

For a genuinely personalised or custom-specification order, if you change your mind after the 24-hour period and production has begun, our standard cancellation refund is 50% of the amount paid to Sukaizen for the affected order. The remaining 50% is intended to cover committed materials and production work. We confirm the production stage and refund calculation in writing.

This deduction applies only where permitted by applicable law and justified by non-recoverable costs. If the permitted deduction is lower, or the law requires a larger refund, we increase the refund accordingly. The 50% rule does not apply to seller errors, valid defect claims or legally required full refunds. If production has not started, we review the cancellation and explain any permitted committed costs; a 50% deduction is not automatic.

Normal orders during production

For a normal catalogue order already in production, contact us immediately. We review whether work can be stopped, materials recovered or the item resold, and discuss a resolution in writing. This may be a 50% or 100% refund where lawful and supported by the circumstances. If the item has shipped, we may instead request an eligible return to our authorised address. No partial refund or deduction overrides a mandatory right to a full refund.

Buyer choices and seller errors

If a genuine custom item matches your approved specifications, a later change of preference or a size or colour you incorrectly selected is not a manufacturing defect and does not qualify for an automatic change-of-mind return. We may discuss alterations or another practical solution, with any additional costs agreed first.

Approval does not make you responsible for our manufacturing mistakes, incorrect goods, damage or a material difference from the agreed specifications. Selecting a standard catalogue size or colour, or making a standard item after ordering, does not by itself remove mandatory cancellation or return rights for ordinary goods.

Cancellation by Sukaizen

If Sukaizen cancels your order, we refund 100% of the payment received by Sukaizen for that order, including its shipping charges and taxes collected by us. Seller delays or failure to supply are handled under applicable law; we do not apply the buyer change-of-mind deduction to a legally required refund.

Report delivery damage within seven days

If the courier damages your product, or the item arrives visibly faulty or incorrect, email support@sukaizen.com within seven calendar days of delivery. Include your order number and clear photographs of the product, the issue, outer packaging and shipping label. Keep the item and packaging while we review the claim; we may request further evidence.

The seven-day period helps us investigate transit damage promptly. It does not remove legal rights for hidden defects, goods not as described or claims with a longer statutory deadline. Please report such issues as soon as you discover them.

Review and resolution

We review your evidence, approved specifications and courier information, then discuss repair, replacement, an agreed partial refund, full refund or authorised return. Negotiation does not replace mandatory remedies or require you to accept a partial refund or store credit instead of a remedy available by law.

For valid courier damage or seller-error claims, Sukaizen arranges or reimburses reasonable authorised return shipping and handles the carrier claim. Carrier investigations do not extend legal remedy deadlines.

Normal returns and custom exclusions

For eligible standard catalogue goods, our 30-day return window runs from delivery. Contact us within that window and follow the authorised return instructions. Standard change-of-mind returns require unworn, unwashed, unaltered goods in original condition with tags attached. Normal return postage is paid by the buyer unless applicable law requires otherwise.

Genuinely personalised or custom-specification goods and items clearly marked final sale before purchase are excluded from our voluntary change-of-mind returns. These exclusions do not remove applicable rights for faulty, damaged, incorrect or misdescribed goods. Confirming standard size and colour alone does not turn an ordinary product into a legally exempt custom item.

Sending a return

Email us for the authorised return address and instructions before dispatch. Pack securely, use tracked shipping and share the tracking number. Do not send cash on delivery without agreement. Use accurate return customs documents; further charges are not automatically exempt.

Refund amounts and timing

An accepted standard return in original condition receives the full product price actually paid, after discounts, without a restocking fee. Original delivery charges are normally not refunded on voluntary change-of-mind returns, except where the law requires reimbursement. For valid seller-error or transit-damage claims, the refund or replacement and relevant shipping costs follow the agreed resolution and mandatory rights. We explain any lawful deductions before processing them.

After an authorised return arrives and is inspected, we normally process the refund within two to three business days; banks typically take a further five to ten business days. Refunds go to the original payment method. Any shorter legal refund deadline takes priority.

Rules that protect your rights

This policy applies to orders placed after it has been published and made available before payment. It does not retrospectively reduce rights under an earlier order. Statutory cancellation rights, defect remedies and refund deadlines take priority. Our cooperation and negotiation process does not replace legally required remedies.