Refund policy

RETURNS, EXCHANGES, AND REFUNDS

We wholeheartedly believe you’ll be thrilled with your purchases from Platinum Sun. That’s because we go out of our way to ensure they’re designed and built to be just what you need. We create our sizing charts with care, offering our sizing tips and recommendations. 

We understand, however, that sometimes a product may not be as you expected or may not fit you personally. In that unlikely event, we invite you to review the following policies related to returning and exchanging a product.

GENERAL RETURN POLICY

  • Return and Exchange Eligibility: You may return or exchange any product within 30 days of delivery, as long as it is unworn, unaltered, and in its original packaging with the price tag attached.
  • Free Returns and Exchanges: Available for small items* in the USA, with no restocking fee and free return shipping.
  • Exchanges: Items that have been exchanged once cannot be refunded or exchanged again.
  • Return Shipping Not Covered: For heavy items** in the USA and for all international orders, you are responsible for the cost of the return shipping label.
  • Restocking Fees: A $7 restocking fee applies for heavy items** in the USA, and a $12 restocking fee applies for all returns of international orders. There will be no restocking fee on any order if you select a "refund to store credit" instead of a "refund to the original payment method".
  • Non-Returnable Items: Items marked as "final sale" and products purchased with a promo code of 20% or more are not eligible for returns.
  • Non-Refundable Fees: Shipping fees and shipping protection fees are non-refundable.
  • Damaged/Used Items: Items damaged or used by the customer are not eligible for returns or exchanges.
  • Missing Packaging/Tags: A fee of up to $5 may apply if original packaging or tags are missing.
  • Refused Delivery: If a customer refuses delivery (i.e., chooses not to accept the package), they are responsible for all shipping costs, which will be deducted from the refund.
  • Non-delivery or Damaged Products: If there are issues with non-delivery or if products arrive damaged, you must notify us within 14 days of receiving (or expecting) the order for assistance with a replacement or refund.
  • Late Returns: Returns received after 30 days may be refused or subject to a restocking fee.
  • Duties and Taxes: The customer is responsible for all taxes on domestic orders and any duties and taxes associated with international orders.

IMPORTANT NOTICE ON DELIVERED BUT LOST PACKAGES

Once the shipping carrier marks an order as delivered, Platinum Sun is no longer responsible for any lost or stolen packages after delivery. It is your responsibility to ensure that your delivery location is secure and packages are not left unattended in accessible areas.

If your package is marked as delivered but you have not received it:

  • Check your mailbox, as small packages may be delivered as envelopes.
  • Contact your local shipping carrier to open a case and investigate the missing package.


RETURNS AND EXCHANGES (U.S. ORDERS)

Small items (under 1 lb., such as rash guards, leggings, swimsuits, and sunglasses):

  • Returns and Exchanges: Free returns and exchanges with no restocking fees. Platinum Sun covers return shipping costs.

Heavy items (over 1 lb., such as neoprene wetsuits, yoga mats, jackets, and dry bags):

  • Returns: A $7 restocking fee applies. The the cost of the return shipping label will be deducted from your refund.
  • Exchanges: No restocking fee. You are responsible for the cost of the return shipping label.

HOW TO RETURN OR EXCHANGE (U.S. ORDERS)

  1. Access our Return & Exchange Portal and follow the steps to generate a return label.
  2. Pack your item, with tags attached, in the original shipping box or similar protective packaging.
  3. Attach the return shipping label and ship it back to us.
  4. Keep the tracking number from the return label.
  5. Returns are typically processed within 3-5 business days after we receive the package.


RETURNS AND EXCHANGES (INTERNATIONAL ORDERS)

Small items (under 1 lb., such as rash guards, leggings, swimsuits, and sunglasses):

  • Returns: A $12 restocking fee applies. You must use your own return shipping label.
  • Exchanges: No restocking fee, but you must use your own return shipping label.

Heavy items (over 1 lb., such as neoprene wetsuits, yoga mats, jackets, and dry bags):

  • Returns: A $12 restocking fee applies. You must use your own return shipping label.
  • Exchanges: No restocking fee, but you must use your own return shipping label.

HOW TO RETURN OR EXCHANGE (INTERNATIONAL ORDERS)

  1. Access our Return & Exchange Portal and follow the steps to generate a return request.
  2. Pack your item, with tags attached, in the original shipping box or similar protective packaging.
  3. Ship the item using a carrier of your choice at your own expense.
  4. Keep the tracking number from the return label.
  5. We will refund the amount you paid for the item, but we cannot reimburse original shipping fees, duties, or taxes.
  6. Returns are typically processed within 3-5 business days after we receive the package.


CHANGES AND CANCELLATIONS

  • Orders can be canceled within one hour of placing them, provided they haven’t shipped.

  • You can also email us at sales@platinumsun.com for assistance with cancellations or changes before your order ships.


*Small items include: Rash guards, leggings, sunglasses, swimsuits, towels, sports tops, and all items under 0.5 lb.

**Heavy items include: Neoprene wetsuits, yoga mats, jackets, dry bags, and all items over 1 lb.


If you have any questions or need assistance with your return or exchange, contact us at sales@platinumsun.com for further assistance.