01
Overview
At Surcasual, we are committed to delivering products that meet high quality standards and match the details presented on surcasual.com. Our goal is to ensure that every customer receives exactly what they expect — both in design and fit.
Due to the nature of apparel products and to maintain hygiene, quality control, and operational efficiency, Surcasual follows a limited return and exchange policy. Returns or exchanges are only accepted under clearly defined conditions.
By placing an order on surcasual.com, you confirm that you have read, understood, and agreed to this Refund & Exchange Policy.
This policy is designed to balance customer satisfaction with product integrity and fair usage across all orders.
02
Eligibility for returns or exchanges
Return or exchange requests are accepted only if the issue is caused by an error on our end or a genuine product defect.
- Product is damaged or defective upon delivery
- Incorrect product delivered
- Incorrect size shipped by Surcasual
- Size does not match the official size chart
All requests must be submitted within 48 hours of delivery. Requests made after this window may not be considered.
Customers must provide valid proof such as images or videos clearly showing the issue.
We strongly recommend checking the size chart carefully before placing an order. Incorrect size selection by the customer is not eligible for return or exchange.
03
Non-returnable situations
To maintain fairness and product quality, the following situations are not eligible for returns or exchanges:
- Change of mind after delivery
- Incorrect size selected by the customer
- Preference change (design, color, style)
- Minor color differences due to screen variations
- Normal variation in print placement or fabric texture
- Products that have been worn, washed, or altered
All products must be returned in original condition if approved. Requests failing to meet criteria may be rejected.
04
Return request process
If you believe your order qualifies for a return or exchange, follow these steps:
Step 1 — Contact Support
Email us at surcasual@gmail.com within 48 hours of delivery with your order details.
Step 2 — Unboxing Video
Provide a complete unboxing video showing package opening, product condition, and issue clearly.
Step 3 — Size Proof (if required)
For size-related issues, share a measurement video showing mismatch with size chart.
Step 4 — Review
Our team will verify your request before approving return or exchange.
05
Store credit and refund method
All approved returns are processed as store credit only.
Store credit is issued after product inspection.
It is equal to the product value (excluding shipping unless decided otherwise).
Store credit can be used for future purchases and may include validity limits.
06
Exchange process
If eligible, we may offer:
- Replacement of same product
- Alternative product of equal value
- Store credit if replacement unavailable
Exchange is processed only after receiving and inspecting the returned product.
07
Inspection and approval
All returns go through a quality inspection process.
Products must be unused, unwashed, and returned with original packaging.
If the product does not match the claim or condition, the request may be rejected.
08
Policy misuse and fraud prevention
To maintain fairness, Surcasual monitors misuse of policies.
- False or misleading claims
- Missing required proof
- Repeated abuse of return policy
We reserve the right to reject claims and restrict future orders in such cases.
09
Additional conditions
Order Verification: Orders may be verified before dispatch.
Claim Verification: Proper proof is mandatory.
Service Restriction: Misuse may lead to account restriction.
10
Contact information
For any queries or support, contact us: