Refund policy
At sur3a, we want you to have a smooth shopping experience.
Return Eligibility
To be eligible for a return or exchange, the product should be unused, in its original condition, and returned with all original items, accessories, and packaging where applicable.
Products that have been used, damaged after delivery, altered, or returned without the required original items may not be eligible for return or exchange.
Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 24 hours of receiving the order.
Please provide your order number and, where applicable, clear photos or videos showing the issue. We will review the issue and provide the appropriate return or exchange instructions.
Damage caused after delivery through misuse, improper handling, or normal wear and tear may not be eligible for a return or refund.
Change-of-Mind Returns
If you request a return for a reason other than a damaged, defective, or incorrect product, the return may be accepted depending on the product and its condition.
Where a return is accepted due to a change of mind or other customer-related reason, applicable delivery or return charges may be deducted from the refund amount.
Refunds
Once the returned product has been received and inspected, we will determine whether the return meets the applicable conditions.
If the return is approved, the eligible refund amount will be processed accordingly. Any applicable delivery or return charges will be deducted where stated above.
Non-Returnable Products
Certain hygiene, personal-use, consumable, or restricted products may not be eligible for return or exchange. Additional conditions may apply to specific products.
Contact Us
For return or exchange assistance, contact:
Please include your order number and a brief description of the issue.