Last Updated: November 16, 2025
At The Surds, customer satisfaction is our priority. If you’re not fully happy with your purchase, we’re here to help. Please review our return guidelines below.
1. Return Eligibility
You can request a return or exchange if:
The item is returned within 7 days of delivery.
The item is unused, unwashed, undamaged, and in its original packaging with all tags intact.
The product is not listed under non-returnable items.
2. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned:
Innerwear / intimate apparel
Accessories (if stated)
Items marked as Final Sale or Clearance
Personalized or custom-made products
3. How to Initiate a Return
Email us at [email protected] with your order number, product photos, and reason for return.
Our team will verify the request and provide approval along with pickup or return instructions.
Once the item reaches us, we inspect it and process a refund or exchange.
4. Return Shipping Costs
If you received a damaged, defective, or incorrect item, we will cover the return shipping cost.
For all size-related or preference-based returns, the customer may need to pay the return shipping fee.
5. Refunds
Once your return is approved and processed, refunds will be issued to your original payment method within 5–10 business days.
Refund timing may vary based on your bank or payment provider.
Shipping fees (if charged) are non-refundable.
6. Exchanges
Exchanges are subject to availability.
If the requested replacement is out of stock, you may choose an alternative product or receive a refund.
7. Damaged or Incorrect Products
If your order arrives damaged, defective, or incorrect:
Contact us within 48 hours of delivery.
Share clear photos/videos of the issue.
We will offer a replacement or full refund at no additional cost.
8. Cancellations
Orders may be cancelled within 12 hours if they have not been shipped.
Once an item is dispatched, cancellation is no longer possible.
9. Contact Us
For return-related support, reach us at:
Email: [email protected]
Website: www.thesurds.com
Business Hours: Monday to Saturday, 10 AM to 6 PM