RETURNS & REFUNDS

RETURNS, REFUNDS AND ORDER RESOLUTION

A Fair Review for Every Request

Surhacnveโ„ข wants customers to receive the correct product in acceptable condition. This policy explains when a return, replacement, store credit, or refund may be available.

Return Request Period

Eligible products may be submitted for return review within 30 days of confirmed delivery.

A return request must be approved before merchandise is shipped back. Sending an item without authorization may delay processing or prevent us from identifying the package.

Basic Return Conditions

To qualify for a standard return, an item should generally be:

  • Unused
  • Unwashed
  • Unmodified
  • Free from stains, odors, pet hair, or household residue
  • Returned with original components and accessories
  • Packaged safely to prevent transit damage
  • Accompanied by proof of purchase

Reasonable inspection of a product is permitted, but signs of extended use may make the item ineligible.

Items That May Not Be Returnable

Returns may be restricted for:

  • Personalized or custom-made products
  • Final-sale merchandise
  • Gift cards
  • Products with hygiene or safety seals that have been opened
  • Items damaged through misuse or improper care
  • Products returned after the stated request period
  • Items missing essential parts or accessories

Any product-specific return limitation should be displayed on the relevant product page.

Damaged, Defective or Incorrect Items

Customers should contact us promptly when an order arrives damaged, defective, incomplete, or different from what was ordered.

Please provide:

  • Order number
  • Description of the issue
  • Photograph of the complete item
  • Close-up photograph of the affected area
  • Photograph of the shipping packaging and label when relevant

Depending on the review, we may offer a replacement, refund, store credit, replacement component, or another appropriate solution.

Return Authorization

Approved requests will receive return instructions. Customers should follow the supplied instructions carefully and retain proof of shipment until the return is completed.

Do not send returns to 890 Prospect St, La Jolla, CA 92037 unless our support team specifically confirms that address in writing for the individual return.

Return Shipping Costs

For standard change-of-mind returns, the customer may be responsible for return shipping costs.

When an item is confirmed to be defective, damaged before delivery, or incorrectly supplied, Surhacnveโ„ข may provide a prepaid return method or another suitable resolution.

Original shipping charges are generally non-refundable unless required by law or the return is caused by our error.

Refund Processing

Approved refunds are issued to the original payment method whenever possible. After a refund is submitted, the customerโ€™s bank or payment provider may require additional time to post the funds.

Typical processing stages include:

  1. Return delivery
  2. Product inspection
  3. Approval or status update
  4. Refund submission
  5. Financial institution processing

Surhacnveโ„ข cannot control the posting speed of banks, card issuers, or third-party payment services.

Exchanges

Direct exchanges may not be available for every product. Where an exchange cannot be completed, the customer may return the eligible item and place a separate order for the preferred option.

Cancellations

Cancellation requests should be sent immediately after an order is placed. We will try to stop fulfillment, but cancellation is not guaranteed once warehouse preparation or shipment has begun.