Refund policy

Return Policy

At The surds, we want our customers to have a comfortable and satisfying shopping experience. If you are not completely satisfied with your purchase, you may request a return under the following conditions.

Return Eligibility

You may request a return in the following situations:

  • The product received is damaged or defective.
  • You have received the wrong product.
  • There is no return or exchange policy for customized products.

To be eligible for a return, the request must be made within 24 hours of receiving the order.

Return Conditions

To qualify for a return:

  • The product must be unused and unwashed.

  • All original tags and packaging must be intact.

  • The item should be in the same condition as received.

Returns may not be accepted if the product shows signs of use or damage caused after delivery.

Return Process

  1. Contact our support team with your order number and product details.

  2. Provide clear photos or videos if the item is damaged or incorrect.

  3. Once the return request is approved, we will guide you through the return process.

Refund After Return

After the returned product is received and inspected:

  • The refund will be initiated to the original payment method.

  • Refund processing may take 7–10 working days depending on your bank or payment provider.

Important Notes

  • Returns requested after the allowed time frame may not be accepted.

  • Shipping charges (if applicable) may not be refundable.

  • Thesurds reserves the right to approve or reject returns after reviewing the product condition.

At The surds, we strive to provide high-quality products and ensure customer satisfaction. If you receive a product that is damaged or defective, we are here to help.

Damaged or Defective Products

If the product you receive is damaged or has a manufacturing defect, you may request a refund. To be eligible, you must contact us within 48 hours of receiving the product and provide clear photos or videos showing the issue.

Our team will review the request and confirm whether the product qualifies for a refund or replacement.

Refund Eligibility

A refund will only be approved under the following conditions:

  • The product is damaged during delivery or has a manufacturing defect.

  • The issue is reported within the required time frame after delivery.

  • The product is unused and in its original packaging with tags intact.

Refund Process

Once your request is verified and approved:

  • The refund will be initiated to the original payment method used during purchase.

  • Refund processing may take 7–10 working days depending on your payment provider or bank.

Non-Refundable Situations

Refunds will not be applicable in the following cases:

  • Incorrect size selection by the customer.

  • Change of mind after placing the order.

  • Normal wear and tear after use.

  • Products that have been used, washed, or damaged after delivery.

Contact for Refund Requests

If you believe you have received a damaged product, please contact our support team with your order number and product photos so we can assist you quickly.

Note: Thesurds reserves the right to review and approve refund requests based on the condition of the returned product and the information provided by the customer.