Refund policy

Refund Policy
We aim to process all returns within 1 week of them arriving back at our warehouse.
During busy periods this may be a little longer and we thank you for your kind patience with this. If you have requested a refund, once processed, this will
be returned to your original payment method in 3-5 working days.

Return and Exchange Policy
Should you be unhappy with any part of your order, we encourage you to contact us immediately. We are committed to doing whatever we can to resolve the situation to your satisfaction!

If you would like to return your Surrender Designs product for a refund or exchange, please contact us within 14 days of delivery. Provided the item(s) have not been handled or used and are returned in a saleable condition with all original packaging intact, your return can be processed. Kindly note that for non-faulty returns, we ask that our customers cover a return label fee. Returns of items with damaged packaging will incur a handling charge designated by us on a per-product basis. This does not affect your statutory rights.

We ask that you contact us first so that we can organize the return of your package with our designated courier. For non-faulty items, please note that we will not be able to cover the cost of gift wrap, initial shipping, return shipping, or replacement shipping.

The package is your responsibility until it reaches us, so always retain proof of receipt. It is your responsibility to ensure the goods are insured for their full value during their journey back to us. We cannot accept liability for lost or damaged goods.

We kindly ask for your consideration of environmental sustainability when making online purchases. At Surrender Designs, we are particularly concerned with the additional carbon footprint of sending packages back and forth. We seek to provide the most efficient service possible to prevent unnecessary wastage of resources. It's very important to us that we manage returns efficiently, which is why we'd always prefer to discuss the matter with you first.

Please feel free to get in touch anytime to discuss any part of this policy in greater detail, and we'd be happy to help.