01
Overview
At Surcasual, we strive to ensure that customers receive products that meet our quality standards and match the details presented on surcasual.com. This policy outlines the circumstances under which customers may request a return, exchange, or store credit for products purchased from our website.
Due to the nature of apparel products and to maintain product hygiene and quality standards, Surcasual follows a limited return policy. Returns or exchanges are accepted only under specific conditions outlined in this policy.
By placing an order on surcasual.com, customers acknowledge that they have read, understood, and agreed to the terms stated in this Refund and Exchange Policy.
02
Eligibility for returns or exchanges
Surcasual accepts return or exchange requests only in cases where the product delivered meets one of the following conditions:
- The product received is damaged or defective upon delivery
- The wrong product has been delivered
- The wrong size was shipped by Surcasual
- The size received does not match the measurement chart provided on the website
Customers must notify Surcasual of any such issue within 48 hours of receiving the order. Requests submitted after this period may not be eligible for review.
To initiate a return or exchange request, customers must contact Surcasual through the official support email and provide relevant details along with clear photographic or video evidence of the issue.
Please refer carefully to the size chart before placing your order. Size exchanges due to incorrect selection by the customer may not be eligible for return or exchange.
03
Non-returnable situations
To maintain fair usage of our policies and ensure product quality for all customers, Surcasual does not accept returns or exchanges under the following circumstances:
- Change of mind after receiving the product
- Incorrect size selected by the customer at checkout
- Preference changes related to design, color, or style
- Minor variations in color due to screen display differences
- Normal variations in print placement or fabric texture
- Products that have been worn, washed, altered, or damaged after delivery
Surcasual reserves the right to decline any return or exchange request if the product does not meet the eligibility conditions outlined in this policy.
04
Return request process
If a customer believes they have received a damaged product, an incorrect item, or an incorrect size, they must submit a request within 48 hours of receiving the order by contacting Surcasual at surcasual@gmail.com.
Step 1 — Contact us
Email surcasual@gmail.com within 48 hours of delivery with your order number and a clear description of the issue.
Step 2 — Provide an unboxing video
A complete unboxing video recorded from the moment the package is opened, clearly showing the packaging, product, and the issue being reported. The video must be continuous and unedited.
Step 3 — Measurement evidence (if applicable)
In cases where a size discrepancy is being reported, also provide a clear video demonstrating the measurement of the product using a measuring tape, showing that the dimensions differ from the measurements stated in the size chart on surcasual.com.
Step 4 — Await review
Surcasual will evaluate all submitted proof before approving a return or exchange request. Requests submitted without proper video evidence may not be eligible for review.
05
Store credit and refund method
If a return request is approved after review, Surcasual will issue the refund in the form of store credit, redeemable for future purchases on surcasual.com.
Store credit will be issued only after the returned product has been received and inspected by the Surcasual team to confirm the reported issue.
The value of the store credit will correspond to the purchase price of the product, excluding any applicable shipping charges unless otherwise determined by Surcasual.
Store credit issued by Surcasual may be subject to validity terms and can be redeemed during future purchases through the website.
06
Exchange process
In cases where an exchange is approved due to a damaged product, incorrect item, or verified size issue caused by Surcasual, the brand may offer an exchange for the same product or an alternative item of equal value, subject to product availability.
Customers may be required to return the original product before the exchange is processed. Once the returned item is received and inspected, Surcasual will initiate the exchange or provide store credit if an exchange is not possible.
Processing times for exchanges may vary depending on product availability and logistics operations. Surcasual will communicate relevant updates to the customer during the exchange process.
07
Inspection and approval
All returned products are subject to inspection by the Surcasual team upon receipt to verify the issue reported and ensure that the product meets the eligibility conditions outlined in this policy.
Returned products must be in their original condition, including original packaging, tags (if applicable), and must not show signs of being worn, washed, altered, or damaged after delivery.
If the returned item does not match the condition described in the return request or fails the inspection process, Surcasual reserves the right to reject the return or exchange request. Once inspection is completed and the claim is validated, Surcasual will proceed with issuing store credit or processing the exchange, as applicable.
08
Policy misuse and fraud prevention
Surcasual reserves the right to investigate and decline return or exchange requests in cases where the policy appears to be misused or fraudulent activity is suspected — including situations where claims are made without sufficient proof, required evidence is not provided, or returned products do not match the reported issue.
To maintain fairness for all customers, Surcasual may refuse service, reject claims, or restrict future purchases if a customer is found to be repeatedly abusing the return policy or attempting to obtain refunds or exchanges through misleading claims.
These measures are implemented to ensure that the policy remains fair, transparent, and sustainable for both customers and the brand.
09
Additional conditions
The following additional conditions apply to all orders placed on surcasual.com:
Order verification — Surcasual reserves the right to verify customer orders in certain situations before processing or dispatching them. This may include verifying order details, shipping information, or contacting the customer for confirmation if an order appears unusual or potentially fraudulent. Surcasual may cancel or hold orders that cannot be successfully verified.
Claim verification — All refund, return, or exchange requests are subject to verification by the Surcasual team. Claims submitted without sufficient proof, including the required unboxing video or measurement evidence, may not be approved. Surcasual reserves the right to request additional information before processing any claim.
Service refusal in case of policy abuse — To ensure fair use of our policies, Surcasual reserves the right to refuse future service, decline refund or exchange requests, or restrict orders from customers who repeatedly misuse return policies, submit misleading claims, or engage in activities that negatively impact business operations.
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Contact information
If you have questions regarding this policy or need assistance with a return request, please contact Surcasual using the details below. Include your order number and relevant details to help ensure a faster response.