REFUNDS, EXCHANGE, AND CANCELLATION POLICY ONLINE AND IN-STORE

 

The information below outlines the refund, exchange, and cancellation policy for suitelifejamaica.com owned and operated by Suite Life Villa & Hotel Services Incorporated Limited duly registered as a limited liability company in the country of Jamaica, West Indies.

REFUNDS FOR RETURNED ITEMS

  1. No returned Item will be accepted for refund without a legitimate receipt.
  2. Refunds may be given up to 12 working days after purchase. No cash or credit/debit card refund may be given after 12 working days.
  3. A restocking fee of 10% may be applied to online money transfer including companies such as PayPal or like companies, credit and debit card refund transactions IF REFUND IS GRANTED.
  4. Returns associated with cash transactions where a refund is granted will not attract a restocking fee.
  5. Refunds may be given up to 21 days if items are found defective. The Company should be contacted within this time with advice of the defect at <please put link to returns form>
  6. Refunds will not be given if the reason for a return is defect, and the defective item was purchased at a discounted rate or full price; and the purchaser was made aware of the defect before purchase.
  7. Used items cannot be returned.
  8. Items will only be eligible for return if they are unused and in their original packaging. The packaging should be in good order.
  9. Sanitizer and toiletry items cannot be returned.
  10. If an item other than a sanitizer or toiletry product is opened but unused, a refund may be considered up to 12 working days after purchase if the packaging is intact. A restocking fee will apply if purchased by online money transfer including companies such as PayPal or like companies, debit, or credit card.

THE PURCHASER WILL BE RESPONSIBLE TO MAKE SURE THE ITEM PURCHASED IS FIT FOR PURPOSE IF PURCHASED IN STORE OR ONLINE. PLEASE PAY PARTICULAR ATTENTION TO MEASURMENTS AND DESCRIPTION GIVEN.

CREDIT NOTES

Credit notes may be given if a refund is requested after 21 days and up to 30 days after original date of purchase. AFTER 30 DAYS NO REFUND, EXCHANGE OR CREDIT NOTE MAY BE GIVEN. The Credit note may be granted at the discretion of the Company. Credit Notes must be used within 12 months of issue. Credit notes may not be extended past this time.

Final Sale Items
1. Discounted Sale items are final sale items
2. Used Items cannot be returned. These will be considered final sale items.
3. Sanitizer and toiletry products are final sale Items.
4. The Company reserves the right to extend this list at any time.

CANCELLATIONS

Ordered may be cancelled if payment is not made or an online transaction not completed.

Orders processed online may be cancelled by the purchaser after payment is made but before the order has been either shipped or fabrication of the item has been started. This will especially apply to special order items that are ordered from a third-party provider of goods or services.

Cancelled Credit Card/Debit Card transactions will be processed within 12 working days and depending on your bank may take up to 45 or more to be refunded.

If you wish to cancel an order, please contact us via WhatsApp and/or email us at suitelife.refundrequests@yahoo.com.

Please outline the following within your email:

  1. the reason for requesting cancellation. (Please note that once the item/s have been
    shipped it is no longer eligible for cancellation and the return and refund policy may
    become applicable.)
  2. Drop Shipping or orders once they are in fabrication may not be cancelled.
  3. Special orders once in fabrication may not be cancelled.
  4. Small batch Pre-orders for regularly stocked suite Life items may be cancelled within 7
    working days of making the order. This applies to Suite Life own brand products only.

When an item is cancelled after payment has been made BUT before it has been shipped, we
will refund the full amount of monies paid. Be sure to check all your orders carefully before
making payment. The method of refund will vary based on the method of payment used for the
purchase.

Conditions for Refund

If you are not satisfied your products a full refund may be granted once the following conditions
are met:
1: The product is returned within 12 working days of receiving it.
2: The original receipt is present upon return of the item.
3: The product has not been used, damaged, or removed from its original packaging.
4: The original packaging is not damaged.
5: The serial number and bar code has not been defaced or removed.
Refund payments are issued based on the method used to pay for your order.

EXCHANGES

Exchanges may be given for any item not considered a “Final Sale Items”. Exchanges may be made within 12 working days of purchase for instore purchases only. Unfortunately for online purchases outside Kingston, Jamaica we cannot offer an exchange.

Errors & Omissions

Suite Life Villa &amp; Hotel Services Incorporated Limited aims to provide accurate and timely information via suitelifejamaica.com and it its stores. The Company will make from time-to-time updates to the site, it’s products and policies. We are not exempt from human errors, omission, and inaccuracies. Where these are discovered, we reserve the right to revoke these inaccuracies and make corrections.

SUITE LIFE VILLA & HOTEL CUSTOMER SERVICE/COMPLAINTS POLICY

 

Our customers are our highest priority. Who do we consider customers? Our customers anyone with whom we do business. This includes our sellers, buyers, visitors to suitelifejamaica.com or our physical office/ stores the public that may require information and everyone with whom we may have occasion to interact.

FAIR DEALING

Suite Life Villa & Hotel Services Incorporated Limited is committed to an exceptional customer service experience. We believe in fair dealing/trading with anyone we may encounter. We encourage all our employees to communicate with our customers and deliver exceptional customer care through the efficient servicing of our accounts.

We strive to provide clear, concise processes for our customers, so they may communicate easily with us both online and in person. We remain cognizant of the needs of our customers and wish to ensure we can fulfil their design and personal needs. suitelifejamaica.com/complaints

We are subject and follow the provisions on fair/trading dealing within all applicable laws of Jamaica.

SUGGESTIONS

We maintain a high standard of service and encourage our employees to go the extra mile for you if they can. We are sensitive to your need and aim to respond quickly to your queries, suggestions, and complaints. We know no suggestion is unimportant. If you want it, so does someone else. We aim to please our public so, if you don’t see an item in our stores or online feel free to email us a suggestion, suitelifejamaica.com/suggestions. We are here to service you and all your design needs.

COMPLAINTS

We take all complaints seriously and will respond to complaints as soon as they are received. You will always receive a courteous response. Should you have any issues with our products, services or employees please do not hesitate to contact us. Please note service requests or information requests are not considered complaints.

Suite Life Villa and Hotel Services Incorporated Limited will make every effort to deal with questions from customers upon receipt. If you are dissatisfied with the initial response, you may request contact with a senior staff member. You will be contacted by a senior member of our team that can assist you. If access to a senior team member is not practicable at the time of the complaint, we will request your contact information and you will be contacted in your preferred
manner so the situation may be resolved.

RESPONSE TIMES

While we will try to respond to email queries/complaints as soon as we get them, our policy is to respond within 7 days of initial receipt of complaint. We monitor regularly to ensure if there are any actionable submissions. Please note, while we aim to resolve issues as quickly as possible, stages 2 &amp; 3 may take a minimum of 30 days each per stage responses and decisions.

THREE STAGE COMPLAINT PROCEDURE

COMPLAINTS STAGE 1.

Complaint is received via email, online form, via phone or in person. During this stage the complaint is referred to a customer service for response and quick resolution. The customer service representative will contact you via your preferred method of communication and if in person deal with you directly. Please use this link to initiate a complaint: suitelifejamaica.com/complaints

COMPLAINTS STAGE 2

Should our customer service representative be unable to resolve immediately the matter will be sent to a senior member of the team for resolution. The Senior member will either resolve the matter or determine if it needs to be looked at further. If further investigation is needed, we will keep you informed of our findings via your preferred method of communication: info.suitelife@yahoo.com

COMPLAINTS STAGE 3

If you should be dis-satisfied with the stage 2 outcome we will refer the matter to our Managing Director. Final resolution is made after the investigation of the complaint. Your will be contacted with the decision of our Managing Director. A final formal decision will be sent in writing via post or email.