Refund policy
RETURNS
----
Our return policy applies only to defective items as we do not work with stock and each garment is made to order. If your product is defective, you must notify us on the same day of delivery by sending an email with a photo of the defect.
To be eligible for a return, the item must be unworn and in the same condition in which you received it. It must also be in its original packaging and be a collector's item with no changes to the original design.
There are several types of goods that are exempt from being returned
Additional non-returnable products:
* Discounted products
* Personalized products
* Collectible products with modifications at the customer's request.
To complete your return, we require a receipt or proof of purchase.
Refunds (where applicable)
Once your return is received and inspected, we will send an email to notify you that we have received your return. We will also notify you of the approval or denial of your refund.
If you are approved, then your refund will be processed and a credit minus the initial shipping cost will be automatically applied to your credit card or original method of payment, within a certain amount of days.
Return shipping of the product is at the customer's expense and must be shipped to the company's headquarters, not to a pick-up point.
Late or Lost Refunds (where applicable)
If you have not yet received your refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next step, contact your bank. It often takes some time before your refund is posted.
If you have followed all these steps and still have not received your refund, please contact us at surmadesigns@gmail.com.
Sale items (where applicable)
Only regular priced items will be refunded, unfortunately sale items will be exchanged for another item.
Exchanges (where applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, please send us an email to surmadesigns@gmail.com.
You will be responsible for paying the shipping costs for the return of the item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
Depending on where you live, the time it takes to receive the exchanged product may vary.
If you are shipping a product with a value greater than €75, you should consider using a trackable or insured shipping service for shipping. We do not guarantee that we will receive your return.
----
Our return policy applies only to defective items as we do not work with stock and each garment is made to order. If your product is defective, you must notify us on the same day of delivery by sending an email with a photo of the defect.
To be eligible for a return, the item must be unworn and in the same condition in which you received it. It must also be in its original packaging and be a collector's item with no changes to the original design.
There are several types of goods that are exempt from being returned
Additional non-returnable products:
* Discounted products
* Personalized products
* Collectible products with modifications at the customer's request.
To complete your return, we require a receipt or proof of purchase.
Refunds (where applicable)
Once your return is received and inspected, we will send an email to notify you that we have received your return. We will also notify you of the approval or denial of your refund.
If you are approved, then your refund will be processed and a credit minus the initial shipping cost will be automatically applied to your credit card or original method of payment, within a certain amount of days.
Return shipping of the product is at the customer's expense and must be shipped to the company's headquarters, not to a pick-up point.
Late or Lost Refunds (where applicable)
If you have not yet received your refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next step, contact your bank. It often takes some time before your refund is posted.
If you have followed all these steps and still have not received your refund, please contact us at surmadesigns@gmail.com.
Sale items (where applicable)
Only regular priced items will be refunded, unfortunately sale items will be exchanged for another item.
Exchanges (where applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, please send us an email to surmadesigns@gmail.com.
You will be responsible for paying the shipping costs for the return of the item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
Depending on where you live, the time it takes to receive the exchanged product may vary.
If you are shipping a product with a value greater than €75, you should consider using a trackable or insured shipping service for shipping. We do not guarantee that we will receive your return.