Refund policy

Effective date: September 1, 2026

At Surture, we want you to be satisfied with your purchase. If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product description, please contact us and we will work with you to resolve the issue.

1. Return window

Unless otherwise stated on the product page, eligible products may generally be returned within 7 days from the date of delivery.

Some products may have different return conditions or may be non-returnable because of their nature, hygiene requirements, customization, consumable characteristics, or other legitimate reasons. Any applicable product-specific return conditions will be displayed on the relevant product page.

2. Return eligibility

To be eligible for a return, the product should generally:

• Be unused and in its original condition.
• Be returned with its original packaging, tags, labels and accessories.
• Not be washed, worn, altered or damaged after delivery.
• Include the order number or other proof of purchase.

Returned products may be inspected before a refund or replacement is approved.

3. Damaged, defective or incorrect products

If you receive a damaged, defective, incorrect or incomplete product, please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and relevant photographs or video.

Where the issue is verified, Surture may provide an appropriate remedy, including:

• Replacement
• Return and refund
• Refund without return where appropriate

The applicable remedy will depend on the circumstances and applicable law.

The 48-hour reporting period is intended to help us investigate delivery and product issues quickly and does not limit any rights or remedies available to you under applicable law.

4. Category-specific return conditions

Return eligibility may vary depending on the product category.

Product-specific exceptions will be displayed on the applicable product page.

5. Non-returnable products

Certain products may be marked as non-returnable, including where appropriate:

• Personalized or customized products
• Opened consumable products
• Hygiene-sensitive products
• Certain products that cannot reasonably be resold for health or safety reasons
• Digital products, if offered
• Products specifically identified as final sale

These exclusions do not limit remedies available under applicable law for defective, damaged, incorrect or materially misrepresented products.

6. How to request a return

To request a return:

1. Visit the Contact Us / Support section of the Surture website.
2. Submit a support ticket.
3. Provide your order number.
4. Explain the reason for the return.
5. Provide photographs or video where relevant.
6. Follow the return instructions provided by Surture.

Please do not send products to an address unless Surture has provided return instructions.

7. Return shipping

For approved returns relating to defective, damaged, incorrect or materially different products, Surture will arrange or reimburse reasonable return shipping where applicable.

For eligible change-of-mind returns, return shipping treatment will depend on the product-specific return conditions displayed at the time of purchase.

8. Refunds

After an eligible return is received and approved, Surture will initiate the applicable refund.

Refunds will generally be issued to the original payment method, subject to payment-provider and banking timelines.

For Cash on Delivery orders, you may be asked to provide appropriate payment or bank details for the refund.

9. Refund timing

After Surture approves a refund, the time taken for the money to appear in your account may depend on your payment provider, bank, card issuer or other financial institution.

10. Order cancellation

Customers should contact Surture as soon as possible if they wish to cancel an order.

Cancellation may be possible before an order enters processing or fulfillment. Once an order has been shipped or entered fulfillment, cancellation may no longer be possible and the applicable return process may apply.

Cancellation and refund practices will comply with applicable law.

10A. Cash on Delivery delivery refusal

For Cash on Delivery orders, customers are expected to accept the order and pay the applicable amount at the time of delivery.

If a customer no longer wishes to receive a COD order, they should contact Surture as soon as possible rather than refusing delivery without notice.

If a COD shipment is refused or cannot be delivered because the customer is unavailable, unreachable, or the delivery information is incorrect, the order may be returned to the sender.

Repeated refusal or failed delivery of COD orders may result in COD availability being restricted or removed for future orders.

Any applicable cancellation, return, refund or shipping charges will be handled in accordance with the applicable order terms and this policy.

11. Exchanges

Exchange availability depends on the product.

Where an exchange is unavailable, an eligible return and refund may be provided instead.

12. Return inspection

Returned products may be inspected to verify their condition, packaging, accessories, tags and other applicable requirements.

Nothing in this policy limits rights available to consumers under applicable law.

13. Changes to this policy

Surture may update this policy from time to time. The applicable policy will be determined in accordance with applicable law and the terms presented to the customer at the relevant time.

14. Contact Surture

Surture

Website: surture.com
Email: hello@surture.com
Support: Online Support Ticket System

For return or refund assistance, please submit a support request through the Surture Contact Us page.