Refund policy

By placing an order on SURYUS SHOP, you confirm that you have read, understood, and accepted the following Return and Refund Policy.

30-Day Return Policy

We accept return requests within 30 days from the date you receive your order. If there is an issue with your order, such as a defective product, incorrect item, damaged item, or other order-related problem, please contact us within 30 days of delivery.

To start a return request, please contact our customer support team before sending any item back. Returns sent without prior approval may not be accepted.

Please contact us by email at 3756792@qq.com and include the following information:

Your order number
Your full name
The email address or phone number used for the order
A description of the issue
Photos or videos of the product, packaging, or damage, if applicable

After we receive your return request, our customer service team will review the case and provide return instructions if your request is approved.

Return Eligibility

To be eligible for a return, the item must meet the following conditions:

The return request is submitted within 30 days of receiving the order.
The item is unused, unworn, unwashed, and in its original condition.
The item is returned with its original packaging, accessories, manuals, tags, and proof of purchase, if applicable.
The order number must be provided so that we can correctly identify and process your return.

We reserve the right to refuse a return request if the returned item does not meet the conditions above, if the item has been used or damaged by the customer, or if the return request is suspected to be fraudulent, abusive, or related to malicious competitive business practices.

Non-Returnable Items

The following items are not eligible for return or refund unless they are defective, damaged, or incorrect due to our error:

Items that have been used, worn, washed, altered, or damaged after delivery
Items without original packaging or required accessories
Items returned without prior approval from our customer service team
Items returned after the 30-day return period
Gift cards, downloadable products, or digital products, if applicable
Customized or personalized products, unless defective or incorrect

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible after receiving your order. Please provide your order number and clear photos or videos showing the issue.

If the issue is confirmed to be caused by our error, product quality, or shipping damage, we may offer one of the following solutions:

A replacement item, if available
A partial refund
A full refund
Other reasonable after-sales support depending on the situation

For approved cases involving defective, damaged, or incorrect items caused by our error, we will provide further instructions regarding the return or replacement process.

Customer Responsibility

You are responsible for return shipping costs if the return is due to personal reasons, including but not limited to:

You no longer want the item
You ordered the wrong item
You selected the wrong size, color, model, or quantity
The item does not meet your personal preference
You entered an incorrect shipping address or order information

Please note that original shipping fees and return shipping fees are non-refundable unless the return is caused by our error, a defective product, an incorrect item, or a damaged item confirmed by our customer service team.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, size, color, or model, please return the eligible item first according to this policy. Once the return is approved and the refund is processed, you may place a new order on our website.

Refunds

Once we receive your returned item, we will inspect it and notify you by email whether your refund has been approved or rejected.

We usually inspect and process approved returns within 3 business days after the returned item arrives at our return location. During peak periods, return inspection and approval may take up to 7 business days.

If your refund is approved, the refund will be issued to your original payment method. After we process the refund, the time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or payment method. In general, refunds may take 5-15 business days to appear in your account after processing.

If you have not received your refund after the expected processing time, please first check with your bank, card issuer, or payment provider. If you still need assistance, please contact us at 3756792@qq.com.

Shipping Costs

You will be responsible for paying your own shipping costs for returning your item, unless the return is due to our error, a defective product, an incorrect item, or a damaged item confirmed by our customer service team.

Shipping costs are non-refundable. If you receive a refund, the original shipping cost may be deducted from your refund unless otherwise required by applicable law or approved by us.

If you are returning an item, we recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, damaged, or not delivered to the return address.

Return Procedure

To request a return or refund, please follow the steps below:

Contact us at 3756792@qq.com within 30 days of receiving your order.
Provide your order number, contact information, reason for return, and photos or videos if applicable.
Wait for our customer service team to review your request.
If your return is approved, we will provide return instructions and the return address.
Pack the item securely with its original packaging, accessories, and order information.
Ship the item according to the instructions provided by our customer service team.
After we receive and inspect the returned item, we will notify you of the refund result by email.

Return Address

Please do not send returns to any address without contacting us first. The return address may vary depending on your order, product type, and location.

Returns must be approved by our customer service team before shipment. Once your return request is approved, we will provide the correct return address by email.

Order Cancellation

If you need to cancel an order, please contact us as soon as possible at 3756792@qq.com.

If your order has not been processed or shipped, we will try our best to cancel it and issue a refund. If your order has already been processed, shipped, or handed over to the carrier, cancellation may not be possible. In that case, you may request a return after receiving the order according to this policy.

Important Notes

Please contact our customer service team before returning any item.
Please keep the original packaging whenever possible to avoid affecting return eligibility.
Product colors may vary slightly due to lighting, screen settings, photography, or display differences.
Product size may have slight measurement differences due to manual measurement.
We do not accept returns for items not purchased from SURYUS SHOP.
We reserve the right to refuse returns that do not comply with this policy.