1. Refund Eligibility
Refunds are considered only in verified cases such as a wrong product delivered, a damaged or defective product supported by an unboxing video, or a major discrepancy from the product description.
2. Refund Conditions
- The product must be unused, unwashed, unaltered, and in its original packaging.
- A clear unboxing video is mandatory for damage or defect claims.
- Requests must be submitted within 24 hours of delivery.
3. Refund Processing
Approved refunds are processed via the original payment method or as store credit, depending on the case. Typical processing time is 5–7 business days after approval.
4. Return & Exchange Eligibility
Returns or exchanges are accepted only when the delivered product is defective, incorrect, or materially different in size from the confirmed order specification.
5. Exchange Process
- Share the order ID, issue details, and unboxing video.
- Our team reviews the request within 24–48 hours.
- If approved, pickup is arranged depending on the serviceable location.
- An exchange or store credit is issued after inspection of the returned item.
6. Non-Eligible Items
- Custom outfits and personalised garments
- Altered pieces
- Sale or discounted items
- Accessories, for hygiene reasons
7. Cancellation Policy
Orders may be cancelled only before production begins. Once sourcing, cutting, embroidery, or stitching starts — especially for custom-made garments — the order cannot be cancelled, modified, or refunded.
8. Contact
Email: info@surai.shop
Phone: +91 98995 43566