Refund policy

We operate in partnership with theprintspace for order fulfillment. As such, we adhere to their return and refund policies, which are as follows:

Damages & Significant Delays

In the unlikely event that a product arrives damaged or experiences significant delays, we will arrange for a replacement or refund. Please contact us at papadu@surrihl.com to report such issues.

  • Damaged Items: If your product arrives damaged, please provide photo evidence of the damage and contact us within 7 days of receiving your order.
  • Significant Delays: Refunds for significant delivery delays are assessed at our discretion. Please note that normal postage delays or delays caused by customs are not eligible for refunds.

In either case, we may request the return of the product for inspection and proper disposal. The cost of returns in these situations will be covered by us. Refunds will only be processed once the returned items are received.

Non-Returnable Items

As a general rule, we do not accept returns unless they meet the specific criteria outlined above. This includes custom products, personalized items, and sale items, which are strictly non-refundable.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped to a customer in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

To exercise your right of withdrawal:

  1. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  2. You must provide proof of purchase (e.g., receipt).

To start a return under the cooling-off period, please contact us at papadu@surrihl.com. You will be responsible for the cost of returning the items unless the item is defective or an error was made on our part. Once we have received and inspected the return, we will process your refund within 10 business days.

Refunds

Once we’ve inspected the returned product and approved the refund, we’ll process it to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the refund.

If you have not received your refund after 15 business days, please contact us at papadu@surrihl.com.