Refund policy
Exchange and Return Policy
At SURUR, we are committed to delivering the very best shopping experience. Whether we sent the wrong product, the item is faulty, or you simply changed your mind, we are happy to accept returns free of charge, provided the following conditions are met:
- Items must be in new condition, unaltered, and free of damages by the customer.
- Returns or exchanges for items with standard specifications must be initiated within 15 days of receiving the order.
- Customized Items: Pieces created specifically for you (custom dimensions or specific fabrics) are unique to your home and are not eligible for return.
- Defective Items: Items with a manufacturing defect may be repaired, returned, or exchanged, provided the defect was not caused by misuse or failure to follow care instructions.
- A valid original receipt is required for all transactions.
Custom Order Flexibility
We understand that design decisions take time. We offer a window of flexibility for all furniture orders:
- First 72 Hours: Full flexibility to cancel or amend style, color, or dimensions with a 100% refund.
- Within 7 Days: Cancellations made after 72 hours but within 7 days of order placement will receive a 50% refund.
- After 7 Days: Production has begun; therefore, orders cannot be amended or cancelled.
Refund Process
Once your return is received and inspected by our quality control team, we will send you an email notification regarding the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5 working days.
Shipping & Logistics
To initiate a return, please contact our support team at: info@surureg.com.
Please note that customers are responsible for paying the shipping costs for returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your final refund amount. Transition times for exchanged products may vary based on your location.