Returns and refunds
When you can return an item, how to submit a request, and how the money is refunded.
Updated 16/09/2026
Suzuki’s return policy is based on one commitment: the product you receive must match the Stated Condition. If it matches, returns are not accepted; if it does not, Suzuki takes responsibility. If the consumer protection laws where you live give you broader rights, those rights are still reserved.
Eligible for returns and refunds
| Case | Example |
|---|---|
| Significantly different from the Stated Condition | A major defect not mentioned in the description and not visible in the photos; a missing accessory that was stated as included; a condition grade that is clearly higher than the actual condition. |
| Does not work even though stated as working | A device described as "working normally" does not turn on. This does not apply to J grade. |
| Wrong product delivered | The product received is not the product with the code you ordered. |
| Damage during shipping | The product is broken, dented, or damaged on arrival, and the packaging shows signs of impact. |
| Counterfeit goods | The product is determined not to be authentic as stated. |
| Lost | The carrier confirms loss, or tracking has not been updated for more than 45 days from the handover date (international by air), 90 days (by sea), or 14 days (within Japan). |
Not eligible for returns
- You changed your mind, bought the wrong item, the size does not fit, it does not suit your preference, or you found it cheaper elsewhere;
- Signs of use, wear, scratches, stains, odors, or fading that were stated in the description or visible in the photos;
- Minor color differences caused by the screen or photo lighting;
- A product with J grade (sold as-is) does not work or has a defect;
- No warranty, original box, or original manual when these items were not stated as included;
- Damage after receipt caused by your use, storage, installation, repair, or modification;
- Incompatibility with voltage, frequency, language, or region — for example, Japanese 100V electrical devices or disc region locks;
- The request is submitted after the deadline; or the returned goods are no longer in their original condition or are missing accessories that were delivered.
Submit a request
- 1
Submit within 7 days
Counted from the date the carrier records successful delivery. Submit through your account or by email to info@szk1982.com with the order code. For damage during shipping, you should report it within 3 days and keep the packaging as it is.
- 2
Prepare the documents
The order code, a description of the issue, overall and close-up photos or videos of the product, photos of the inner and outer packaging if damage is involved, and a photo of the shipping label.
- 3
Wait for verification
Suzuki compares the request with the photos and inspection data kept at the warehouse before shipment, and responds within 3 business days after receiving all required documents.
- 4
Wait for the proposed resolution
After confirming that the request is valid, Suzuki will propose a resolution depending on the situation and your preference: a partial refund and you keep the goods; return the goods for a full refund; exchange for an equivalent product (only if equivalent stock is available and you agree); or a refund without returning the goods (decided by Suzuki case by case).
Where the refund goes
| Case | Product price | Initial shipping fee | Return shipping cost | Destination country taxes and fees |
|---|---|---|---|---|
| Cancellation before handover to the carrier | Refunded | Refunded | Not incurred | Not incurred |
| Suzuki cancels the order | Refunded | Refunded | Not incurred | Not incurred |
| Wrong condition, wrong goods, counterfeit goods, damage during shipping, lost | Refunded | Refunded | Suzuki bears the cost, using the method designated by Suzuki or the amount agreed in advance; any difference caused by you choosing a more expensive method is not refunded | Not refunded; you must request a refund from your own country’s customs if available |
| Refusal to receive goods, delivery failure due to the Customer | Refunded after deducting the initial shipping fee, return shipping fee, and fees charged by the carrier | Not refunded | Customer bears the return shipping fee | Not refunded |
Refunds are made to the same payment method used: to the same card used (usually 5–15 business days), to the bank account in your own name used for the transfer — or another bank account in your own name after verification, with any intermediary bank fees deducted from the refund unless the fault lies with Suzuki — or to your Suzuki Balance immediately after confirmation. Suzuki issues the refund instruction within 5 business days after confirming the refund or receiving the returned goods.
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