Return & Refund Policy

At surmall.shop, we want you to be completely satisfied with your purchase. If for any reason you are not completely satisfied, we offer a straightforward return and refund policy in compliance with UK consumer rights and Google Merchant Center guidelines.

1. Return Timeframe (30-Day Guarantee)

You have 30 days from the date of delivery to request a return. If 30 days have passed since your item was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Conditions for Returns

To be eligible for a return, your item must meet the following conditions:

• The item must be in the exact same condition that you received it.
• The item must be unworn, unused, with all original tags attached.
• The item must be in its original packaging.
• You must provide the receipt or proof of purchase.

3. Return Process (By Mail)

To initiate a return, please follow these steps:

1. Contact our customer support team at contact@surmall.shop to request a Return Merchandise Authorization (RMA).
2. Once approved, we will provide you with a return shipping label or instructions on where to send your package.
3. Securely pack the item in its original packaging and mail it to our facility at: 67 Lanark Ave, Livingston EH54 8QN, United Kingdom.

Note: Items sent back to us without first requesting a return will not be accepted.

4. Return Shipping Costs & Fees

• Defective or Incorrect Items: If the product is incorrect, damaged by the carrier, or defective in another way, surmall.shop will cover the full cost of return shipping. We will provide a pre-paid return label.
• Customer Remorse / Change of Mind: If you purchased the wrong product, it doesn't fit, or you no longer want the item, you (the customer) will be responsible for paying the actual cost of return shipping.
• Restocking Fee: We do not charge any restocking fees for returns.

5. Refunds Processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow 5 to 7 business days for the refund to be processed and officially post to your bank or credit card statement.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.