Refund policy

Last Updated: September 17, 2026

At Surmora, we want you to be happy with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, you may contact us to request a return or refund.

1. Eligibility for Returns

Products may be eligible for return if:

  • The product received is damaged or defective.
  • You received a wrong product, size, color, or variant.
  • The product received is significantly different from the product description.
  • The product is unused, unworn, unwashed, and in its original condition.
  • All original tags, labels, packaging, accessories, and invoices are retained.

Products that have been worn, washed, altered, damaged after delivery, or returned without their original tags or packaging may not be accepted.

2. Return Request Period

Please contact us within 7 days of receiving your order if you wish to request a return.

To initiate a return, contact our customer support team with:

  • Order number
  • Product name
  • Reason for return
  • Clear photographs of the product
  • Unboxing/video evidence, where applicable

Our team will review the request and inform you whether the return is approved.

3. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

We may request photographs or videos showing:

  • The product received
  • The damaged or defective area
  • Product tags and packaging
  • Shipping label
  • The package as received

If the issue is verified and the return is approved, Surmora may provide a replacement or refund, subject to product availability and the circumstances of the case.

4. Non-Returnable Products

Certain products may not be eligible for return due to hygiene, customization, or product-specific conditions.

Returns may not be accepted for:

  • Products that have been worn, washed, altered, or used.
  • Products without original tags or packaging.
  • Products damaged after delivery due to customer handling.
  • Customized or personalized products, unless received damaged or defective.
  • Products returned after the applicable return period.
  • Products purchased under conditions specifically stated as non-returnable on the product page.

5. Refunds

Once your returned product is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be processed to the original payment method used for the order, subject to applicable payment processing timelines.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

6. Shipping Charges

Original shipping charges, if applicable, may not be refundable unless the return is due to an error on our part, such as:

  • Wrong product being shipped.
  • Damaged product being delivered.
  • Defective product being delivered.

Return shipping arrangements may vary depending on the reason for the return and the applicable return conditions.

7. Exchanges

If you wish to exchange an eligible product, please contact us within the applicable return period.

Exchange requests are subject to product availability. If the requested replacement is unavailable, we may offer an alternative solution or refund, as applicable.

8. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order.

Once an order has been processed, packed, shipped, or handed over to the delivery carrier, cancellation may no longer be possible. In such cases, the order will be subject to our applicable return policy.

9. International Orders

For international orders, returns, refunds, customs duties, taxes, and shipping charges may be subject to additional conditions depending on the destination country.

Any applicable customs duties, import taxes, or other charges imposed by the destination country are the customer's responsibility unless otherwise stated by Surmora.

10. Refund Delays

If you have been notified that your refund has been processed but have not received it, please first check with your bank or payment provider.

If the amount is still not reflected after the applicable processing period, please contact us so that we can assist you.

11. How to Contact Us

For return, exchange, or refund-related queries, please contact:

Surmora

Phone: +91 9650661117
Email: info@surmora.com

Address:
H-1154, 11th Avenue
Gaur City 2, Greater Noida West
District – Gautam Buddh Nagar, Uttar Pradesh, India