Return & Refund policy

By placing an order through the Surpustore.store website, you agree to the terms below. We have put these policies in place to ensure that you fully understand our refund and returns practices and procedures.

1. 30-day refund policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a refund, please ensure that:

– Product is unused, still in the original box.

– The product does not have any damage, stains or signs of wear.

– Request a return within 30 days from the date of purchase.

2. Return procedure

To initiate a return, you can contact us at [email protected].

If your return is accepted, we will provide you with an Email notifying you of our acceptance to return the product to us. Inspections can take approximately 2-10 business days as well as instructions on how and where to send your package.

You must return the item at your own return shipping costs. You will then receive a new product. After receiving the product we will refund the full amount. Items returned to us without first requesting a return will not be accepted.

3. Product damage, wrong or problem

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item so we can evaluate the problem and fix it.

To return your product, you should contact our support department at [email protected].

4. Exchange

We will only exchange goods if the product is damaged, wrong product, wrong size or defective.

If you need to exchange an item please contact us at [email protected].

5. Return free

We do not charge a restocking fee for returns.

6. Return shipping fees

Return shipping fees must be borne by the customer.

7. Refunds & order cancellations

If the product is still being processed, you are eligible to cancel your order and receive a full refund.

If your order has been placed and you received a tracking number via Email and want to cancel, you MUST wait until the package arrives to initiate the return process.

Refunds

Important Note

You have 24 hours from placing your order to contact us and request a change or cancellation. Your order cannot be changed after 24 hours as the order may have already been processed and sent to the carrier.

Did not receive the order

Contact us through the Contact Us page if your order hasn’t arrived 30 days after you placed your order to receive a free replacement order or a full refund on your transaction.

Note: this policy does not apply to errors caused by customers providing incorrect shipping details on their order(s) or missing packages.

Returns & Refunds

Most of the time, all we need to replace the faulty item or incorrect purchase is a photo that clearly shows the product problem and the order number. Please contact our customer service to return the purchased item. Please note that you are responsible for paying the cost of return postage.

Please be aware that used items are not returnable or exchangeable. Products that have been successfully delivered to customers within 30 days and are brand-new, unused, and returnable are eligible. After 30 days from the date the product was delivered, refunds and exchanges are not permitted.

If you have any questions, please send us a message at:

Email: [email protected]

Hotline: +1 309-703-2183

Address business: 9702 Monticello Drive, Texas City, TX 77591, USA

Working hours: 8 am – 5 pm (from Monday to Friday; Saturday & Sunday off)