Refund & Cancellation

1. Order Cancellation

You may cancel your order within 24 hours of placement, provided it has not yet been dispatched. To cancel, please contact us at support@surawe.com or call +91 98765 43210 with your order number. Once an order has been shipped, it cannot be cancelled and must instead go through our return process.

2. Return Eligibility

We accept returns within 7 days of delivery under the following conditions:

• Item is unused, unwashed, and unaltered.
• All original tags and packaging are intact.
• Item is not from the sale, clearance, or customised category.
• The return request is raised within the 7-day window.

Items that show signs of use, damage caused by the customer, or are missing tags will not be accepted for return.

3. Non-Returnable Items

The following items are strictly non-returnable:

• Sale and clearance items.
• Customised or made-to-order products.
• Items marked as "Final Sale" at the time of purchase.
• Gift cards and vouchers.

4. How to Initiate a Return

To start a return, follow these steps:

1. Email support@surawe.com with your order number and reason for return.
2. Attach clear photographs of the item and packaging.
3. Our team will review your request within 2 business days.
4. Upon approval, you will receive a return shipping label or instructions.
5. Pack the item securely and dispatch it within 3 days of approval.

5. Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund within 2 business days. Approved refunds are processed within 7–10 business days to the original payment method.

6. Exchange Policy

We offer exchanges for a different size or colour of the same product, subject to availability. To request an exchange, follow the same return initiation process and mention your preferred replacement. If the requested item is unavailable, a full refund will be issued instead.

7. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photographs. We will arrange a free replacement or issue a full refund including return shipping costs. No return shipping charges will be borne by the customer in such cases.

8. Return Shipping Costs

For standard returns (change of mind, size issues), the return shipping cost is borne by the customer. We recommend using a trackable courier service, as Surawe is not responsible for items lost in transit during return. For defective or incorrect item returns, we will provide a prepaid return label.

9. Contact Us

For any refund or cancellation queries, reach out to us:

• Email: support@surawe.com
• Phone: +91 98765 43210
• Hours: Monday – Saturday, 10 AM – 6 PM IST