Refund policy
RETURN & REFUND POLICY
Thank you for shopping with SURPLUS STORE. We strive to provide high-quality fashion apparel, footwear, accessories, and lifestyle products. Please read this Return & Refund Policy carefully before placing an order.
COLOR ACCURACY
We make every effort to display product colors accurately. However, actual colors may vary due to screen settings, display resolutions, and device differences.
SIZE GUIDE
Customers are advised to review the size guide available on product pages before placing an order. Size guides may vary between products.
DEFECTIVE OR INCORRECT PRODUCTS
If you receive a defective, damaged, or incorrect item, please notify us within 48 hours of delivery.
To process your request, please provide:
• Order Number
• Clear photographs of the product
• Description of the issue
Upon verification, we will provide:
• A replacement product, or
• A full refund if a replacement is unavailable
RETURN ELIGIBILITY
Returns must be requested within 3 days of delivery.
To qualify for a return, the product must:
• Be unused and unworn
• Have all original tags attached
• Be returned in its original packaging
• Be free from stains, damage, odors, or alterations
Products returned without prior approval may not be accepted.
REFUND CONDITIONS
For approved returns of non-defective products:
• Shipping and handling charges will be deducted based on the order weight and location.
• A non-refundable transaction fee of 5% of the total order value will be deducted.
• Refunds will be issued in the form of Store Credit or an E-Voucher redeemable on future purchases.
Refund processing timelines may vary depending on the nature of the return request and verification process.
EXCHANGE POLICY
Customers may request an exchange within 3 days of receiving their order.
Exchange requests must be reported through:
Email: surplusstoreprivatelimited@gmail.com
Phone: +91 85900 21661
Exchange requests are subject to the following conditions:
• Product must be unused and in original condition.
• Original tags and packaging must be intact.
• Exchange requests must be approved by our customer support team.
EXCHANGE PROCESS
Step 1:
Contact our customer support team with your order number and exchange request.
Step 2:
Specify the product and reason for exchange, including preferred size if applicable.
Step 3:
Await confirmation from our support team before returning the product.
Step 4:
We may arrange pickup through our logistics partner. If pickup service is unavailable, customers may be requested to self-ship the product.
Step 5:
After inspection and approval, the replacement item will be dispatched.
If the requested replacement product or size is unavailable, our team will contact you regarding available alternatives.
NON-RETURNABLE ITEMS
The following items are not eligible for return or exchange:
• Products that have been used, washed, or altered
• Products without original tags or packaging
• Products damaged due to customer misuse
• Clearance, promotional, or sale items unless received damaged or defective
• Gift cards or digital products, if applicable
CANCELLATION POLICY
Orders may only be cancelled before dispatch. Once an order has been shipped, it cannot be cancelled and will be subject to the return process outlined above.
POLICY ABUSE
SURPLUS STORE reserves the right to refuse returns, refunds, exchanges, or cancellations if the request does not meet the conditions outlined in this policy or if fraudulent activity is suspected.
CONTACT INFORMATION
SURPLUS STORE
Ground Floor, 49/460
Royal Oak Shopping Centre
Thalassery Road, Thana
Kannur – 670002
Website: https://surplusstore.online
Email: surplusstoreprivatelimited@gmail.com
Customer Support: +91 85900 21661