Return & Refund Policy
Last updated: May 28, 2026
Return period: 30 days from delivery date Restocking fee: None Refund time: 7 business days after item is received
By submitting a return or exchange request, you agree to the following terms and conditions.
Return Period
You have 30 days to return an item from the date it was delivered. If your order was delayed due to circumstances beyond our control, we will communicate an extended return window specific to your order.
Conditions for Return
Unshipped orders: Contact our customer service team to cancel an order that has not yet shipped.
Shipped orders: Follow the standard return process outlined below.
Damaged on Arrival
Contact us immediately if your item arrives damaged. Please include photographs of the damage so we can process your return and refund as quickly as possible.
Faulty or Broken After Use (Warranty)
Each product has a specific warranty period listed on its product page. If an item breaks after use, the warranty policy applies — please refer to the product page for the applicable terms.
Change of Mind
We accept change-of-mind returns if the item meets all of the following conditions:
- Unused
- Tags still attached
- In original packaging
- Proof of purchase included
Returns will not be accepted if:
- The item shows signs of use
- The item is not in its original condition
- The item is damaged or missing parts not due to our fault
- More than 30 days have passed since delivery
Return Shipping Costs
Defective or incorrect items: We cover return shipping and will send a prepaid label via email.
Voluntary returns or exchanges: The customer is responsible for return shipping costs.
Exchanges
Follow the standard return process and indicate that you would like an exchange.
Incorrect Item Received
Contact us right away and we will arrange a return and ship the correct item.
How to Start a Return
- Email us at info@garyandsusan.com with your order number, contact details, and reason for return.
- For damaged or incorrect items, attach clear photographs.
- Wait for our return confirmation email before shipping anything back. Returns sent without prior authorization cannot be processed.
- Once approved, we will provide the return shipping address and instructions.
- Ship your return using a trackable shipping method of your choice.
- Send your tracking number to info@garyandsusan.com so we can monitor the shipment.
Return Shipping Address
Returns are processed at our fulfillment warehouse:
2F, Building C, Dingfeng Science and Technology Park Qiaotang Road, Fuhai Street, Bao'an District Shenzhen, Guangdong 518100 China
Please do not ship returns to this address without first contacting us at info@garyandsusan.com to receive return authorization and instructions.
Refund Process
Refunds are issued to the original payment method after the returned item has been inspected. Processing takes up to 7 business days from the date we receive your return. Please note that your bank or card provider may require additional time to post the refund.
Contact Information
Store Name: Gary & Susan
Company Name:
Products By Niek
Company Number:
84596074
Warehouse Address: 2F, Building C, Dingfeng Science and Technology Park Qiaotang Road, Fuhai Street, Bao'an District Shenzhen, Guangdong 518100 China
Company Address: Vierlingh 6, 5821 CT, Vierlingsbeek, Netherlands
Email: info@garyandsusan.com
Contact form: Click here
Customer Service Hours:
Monday – Saturday: 9:00 AM – 6:00 PM EST
Sunday & Public Holidays: Closed
