Return&Refund Policy

At Mssugar, we strive to ensure that our customers are 100% satisfied with the products that they purchase. If you experience any shipping or product issues, or if you have any other concerns, please send us an email and our team will assist you as soon as possible.

Make sure to enter your full address. If your address is incomplete, your package may not be delivered or we may not be able to process your order.

We accept return of products. Customers have the right to apply for a return within 14 days after the receipt of the product. 

Customers will only be charged once at most for shipping costs (this includes returns); No restocking fee to be charged to the consumers for the return of a product.

If a product or service offered on the Company Sites is not as described, you may return the item, as specified in Terms of Purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Note: Intimate items must be unworn, unwashed, undamaged, and in their original package/condition through which the item was received to be eligible for a return. Please be delicate when trying on purchases and watch out for things like deodorants and lotions to prevent any incidental damage.

With bodysuit type purchases, please do not try on purchases without undergarments to prevent any contamination or staining. Undergarment purchases such as underwear or panties cannot be refunded upon opened packaging. The consumer is responsible to cover return shipping costs.

The age-old question. Well, we don’t want to wear someone else’s underwear and would guess that you don’t either. We do not accept returns on underwear that’s been opened, as we cannot re-sell them to other customers (it’s also NY State Law, believe it or not!) However we will issue a partial merchandise credit for select orders to exchange for another size or style if your first pair just didn’t work – we want to get you pieces you love and will do our best to make that happen! Our suggestion? If it’s your first order and you bought a few, try on one pair first to gauge fit before you open them all.


Questions before you buy? Email us at [email protected]
Additional non-returnable items:


* Opened underwear and or panties

* Downloadable software products

* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

* Book with obvious signs of use

* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 15 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]


NOTE: ALL EXCHANGES AND COMPLIMENTARY REPLACEMENTS ARE FINAL SALE NO REFUNDS. 

Shipping

To return your product, you should email [email protected] for further instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

  1. Not Happy with Your Order

We accept return of products. Customers have the right to apply for a return within 14 days after the receipt of the product. 

Customers will only be charged once at most for shipping costs (this includes returns); No restocking fee to be charged to the consumers for the return of a product.

If a product or service offered on the Company Sites is not as described, you may return the item, as specified in Terms of Purchase.

We accept return of products. Customers have the right to apply for a return within 14 days after the receipt of the product. 

Customers will only be charged once at most for shipping costs (this includes returns); No restocking fee to be charged to the consumers for the return of a product.

If a product or service offered on the Company Sites is not as described, you may return the item, as specified in Terms of Purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Note: Intimate items must be unworn, unwashed, undamaged, and in their original package/condition through which the item was received to be eligible for a return. Please be delicate when trying on purchases and watch out for things like deodorants and lotions to prevent any incidental damage.

With bodysuit type purchases, please do not try on purchases without undergarments to prevent any contamination or staining. Undergarment purchases such as underwear or panties cannot be refunded upon opened packaging. The consumer is responsible to cover return shipping costs.

The age-old question. Well, we don’t want to wear someone else’s underwear and would guess that you don’t either. We do not accept returns on underwear that’s been opened, as we cannot re-sell them to other customers (it’s also NY State Law, believe it or not!) However we will issue a partial merchandise credit for select orders to exchange for another size or style if your first pair just didn’t work – we want to get you pieces you love and will do our best to make that happen! Our suggestion? If it’s your first order and you bought a few, try on one pair first to gauge fit before you open them all.


Questions before you buy? Email us at [email protected]
Additional non-returnable items:


* Opened underwear and or panties

* Downloadable software products

* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

* Book with obvious signs of use

* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 15 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]


NOTE: ALL EXCHANGES AND COMPLIMENTARY REPLACEMENTS ARE FINAL SALE NO REFUNDS. 

Shipping

To return your product, you should email [email protected] for further instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


NOTE: ALL EXCHANGES AND COMPLIMENTARY REPLACEMENTS ARE FINAL SALE NO REFUNDS. 

Shipping

To return your product, you should email [email protected] for further instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please note: Shipping costs are non-refundable.

  1. Damaged Items or Low Quality

If the product is defective or does not work properly, please let us know. To resolve the issue quickly, please email us at [email protected] Include a photograph that shows the poor quality or the damaged area of the item. To help us, photograph the item on a flat surface with the tag and damaged area clearly displayed. We’ll send you a replacement as soon as we confirm that the product is damaged or does not work properly. You are not required to return the defective item. We will use this information to help you with your order and to eliminate errors in future.

====================>> CANCELLATION <<=====================

  1. Cancelling Unshipped-out Orders

If you want to cancel an order that we have not yet shipped, please email us at [email protected] To resolve the issue quickly, please include your order number.

  1. Cancelling Shipped-out Order

If you want to cancel an order that is already in transit, please contact us. We cannot recall your parcel at this point, so you must refuse to accept the parcel when it arrives. We will refund your payment after deducting shipping costs. We will issue the refund as soon as the parcel begins its return journey.

====================>> Warranty <<========================

This warranty only covers manufacturing defects and does not cover:

  • Accidental damage
  • Insufficient care
  • Normal wear and tear
  • Breakdown of colors and materials caused by sun exposure
  • After-market modifications

We will not accept any returns or exchanges for products that have been exposed to water.

====================>> REFUND POLICY <<====================

If you feel that the product that you’ve purchased is no longer suitable, you can request a refund.

We will refund you for your purchases in the following circumstances:

You Can Get A Full Refund

  • If the product you’ve purchased is completely non-functional or damaged.
  • If you did not receive the product within 90 business days (orders from South America only) from when you placed your order.

Please note: Refunds will appear in your account in 3-5 business days.

SHIPPING COSTS

You are responsible for the shipping costs for returning item. Shipping costs are non-refundable. If you receive a refund, we will deduct the return shipping costs from your refund.

DAMAGED ITEM / LOW QUALITY

To resolve the issue quickly, please include a photograph that shows the poor quality or the damaged area of the item. To help us, photograph the item on a flat surface with the tag and damaged area clearly displayed.

We will use this information to help you with your order and to eliminate errors in future.

Please submit a ticket in our support center.

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