CITADEL_R3 25 EMBERTEX™ PFAS FREE

Return and Exchange Policy

Order Review

Only one exchange request per order is allowed within 14 days of purchase, and exchanges are granted only if specific conditions are met and exclusions do not apply.

Exchange Conditions

1. The products must be sent back within the stated exchange period.
2. The products must be in their original condition (intact, unused, unwashed, unaltered, with no stains or cosmetics) and must not affect the conditions for resale of the product.
3. The outer package of the product must be intact, including the plastic bag or box. Please do not attach any tapes or labels directly to our Packing. Instead, put the Packing into another box or bag. Additionally, the product accessories, instructions, tags, and labels should be kept intact.
4. If the product/parcel includes additional gifts (gifts with purchase promotion), please return the gift along with the product. The gift must be kept in its original condition as received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the indicated price.
5. Products with quality issues must have return or exchange requests made within 14 days of purchase. Please note that minor issues such as color variation, threads, and subjective reasons will not be considered as quality problems.
6. Personal Care merchandise and Water Bottles are not eligable for exchange due to hygiene issues
7. All customised merchandise such as laser engraved bottles and embossed leather wallets are not eligible for any exchange

Return/Exchange with Quality Issues

If you have purchased a product with quality problems from the website, you may request a return or exchange within 14 days from the date of purchase. Quality problems must be verified by our after-sales service center and should meet the "Return/Exchange Conditions" listed below. Please note the following:

1. Small threads, raw edges (commonly seen on apparel/ bags), color differences due to different monitors (different displays), thickness of the products, running threads, hand-feel, and similar details are not recognized as quality issues.
2. Return/exchange for reasons such as style, color, and subjective preferences do not apply to products with quality issues.
3. Damage caused by improper use, washing, or alteration, or other human factors will not be considered as a quality issue.
4. Products clearly indicated with defects at the time of purchase, such as B-grade or products with identified cosmetic defects, are not considered as quality problems and are not accepted for return or exchange.
5. When selecting the size, please refer to the size chart and choose accordingly. The customer service team can only provide suggestions but cannot be the sole basis for your final purchase decision. If the return/exchange is related to size, it does not apply to products with quality issues.
6. The size specifications of the product should be subject to the actual product.

Return/exchange exclusions

1. Products not sold through Suburban's online or physical store;
2. Products purchased during specific offers or promotional events that explicitly state no return or exchange is allowed;
3. Customized products without quality problems;
4. Underwear, socks, swimwear, hydration system, and selected special edition/limited edition products without quality problems;
5. Products that have been used, washed, processed (e.g. altered in size), soiled, damaged, or have their logos cut, and other merchandise not in a re-saleable condition;
6. Loss of the electronic invoice or order number issued at the time of purchase;
7. Orders that exceed the specified return/exchange period;
8. Products that were clearly indicated with defects at the time of purchase and then returned/exchanged with defective reasons;
9. Any other circumstances in which the consumer has no right to return/exchange according to this policy and the applicable law.

*In case of any disputes, Suburban HK reserves the right of final decision.

Return Address 
Flat B, 2/F, Lladro Centre, 72 Hoi Yuen Road, Kwun Tong

ps. For exchanges initiated by the customer, the customer is responsible for all associated costs, including return shipping and any additional fees (e.g., customs duties) incurred during the return or re-delivery process.