Refund policy
Return & Exchange Policy
At M.S.T., INC. (referred to as “we”, “us” or “our”), we are committed to delivering carefully crafted products that bring satisfaction to our customers.
Please review our Return and Exchange Policy below before making your purchase on the Southwick ONLINE STORE.
1. Eligibility for Returns & Exchanges
(1) Window:
Returns for a refund to the original credit card or exchange may be made within 14 days of receipt. You must initiate the return process by contacting us within this 14-day period.
(2) Condition:
To be eligible for a refund or exchange, the product must be in resell-able condition (unused, unwashed, with all original tags attached and in its original packaging).
2. Final Sale (Non-Returnable Items)
Due to the nature of these products, the following items are considered Final Sale and are not eligible for return or exchange under any circumstances ,except as otherwise required by applicable mandatory local law:
(1) Made-to-Order & Customized Items:
Custom-made suits, items with embroidery, other personalized products, and all made-to-order products for which production is initiated only after an order is confirmed (including items produced based on displayed samples).
(2) Sale Items:
All discounted items and items purchased with a promotional code.
3. Shipping & Fees
(1) Original Shipping:
Please note that original shipping and handling charges are non-refundable.
(2) Return Shipping:
Customers are responsible for all costs associated with returning the item, including shipping fees and, for international orders, any applicable duties or taxes. In the event that we pay any return duties or fees on behalf of the customer, the actual cost will be deducted from the refund issued to the original credit card.
4. Damaged, Defective, or Incorrect Items
4.1 Covered Issues
This policy applies if you receive a product with defects, damage, incorrect items (wrong size, color, etc.), or quantity shortages due to our error.
Please note that to be eligible for an initial defect claim, the product must be unworn, unwashed, and in its original condition with all tags still attached.
4.2 Reporting Window
In the event of any product issues listed above, please contact us with supporting photos of the issue (and the shipping box if damaged during transit) within 14 days of delivery.
Any damage resulting from improper storage after receipt, wear, washing, or alteration by the customer is strictly excluded from this policy.
4.3 Our Resolution
Upon verification of our error, we will cover all costs (including shipping and duties) to provide a replacement, ship the missing items, or issue a full refund.
5. Intellectual Property Protection Clause
If we determine that a purchase was made for the purpose of intellectual property infringement, all rights to return, exchange, or request a refund will be considered null and void.
6. How to Initiate a Return
To start the process, please email us at (info@southwick.com) with the following information:
1. Full Name
2. Order Number
3. Email Address
4. Reason for return/exchange
Please Note: Items sent back to us without prior authorization will not be accepted.