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Refund and Returns Policy
We hope you love what you’ve ordered! But just in case you’re not 100% satisfied, we’ve made the return process super easy.
All items sold on Surpass Homeware.com may be returned within 30 days after the date of purchase if they meet all applicable return requirements listed below.
Return Requirements for Return-Eligible Items
Items must be returned in their original, unused, unaltered, and unwashed, condition with all tags attached and in their original packaging.
Free gifts cannot be returned or exchanged.
Quality Check for Returns
1. When a return item arrives at our warehouse, we will inspect and/or test it to ensure it is return- eligible and meets the applicable return requirements listed above. If the item passes our quality check, we will issue a refund. If our inspection finds that the returned item is not return-eligible or does not meet the return requirements listed above, we will reject the return and refuse to issue a refund or credit.
If the return item is rejected, we will send the item back to you at the same address that was specified in the original order and will deduct its return shipping fee from the amount of refund of other item(s) returned in the same order, if any. Currently, the return shipping fee for sending the rejected-return item to you is $7.99, and we reserve the right to adjust this fee.
2. In certain cases, we reserve the right, at our sole discretion, to offer a refund on the rejected-return item, instead of sending it back to you.
3. If you receive a damaged/defective item, please contact Surpass Homeware Customer Service within 24 hours of receipt.
Return Shipping Fee
Return Shipping is free on your 1st return package for any order. You must use the return label (“Return Label”) we provide (See “Return Request Process” section below for details), then send the return package to us postmarked within 30 days after the purchase date.
If you have already returned item(s) from an order but would like to make additional returns of item(s) in the same order, you can use the Return Label we provided, and a $7.99 shipping fee will be deducted from your refund. Please note that additional returns must also be postmarked within 30 days after the purchase date.
Return Request Process
1. Sign into your Surpass Homeware User Account.
2. Go to “My Account” and click the “Orders” section, then find the order that contains the item(s) you would like to return and click “View Order Messages”.
3. Then click the “View Order Messages ” button, then you can come to the page to request a Configure Refund Request page, pls specify your request and upload supporting images (Please note that you can upload up to 5 photos here), then hit “Send” button. Our customer service staff will make an assessment and reply to you as soon as possible. You can also check your message history in bellow.
4. If we confirm the return, you will receive both an email and a notice on our website. We will coordinate your delivery time and arrange door-to-door pickup. Please prepare our products in advance and pay attention to check our information.
5. Pack your return item(s) securely, in the original package if possible, and securely tape the Return Label on the outside of your return package.
NOTE:
1. Please make sure you do not include any items that were not purchased on the Surpass Homeware Site or App by mistake in your return package. We will not be responsible for sending those items back to you.
2. To ensure a smooth and timely refund process, please make sure that the item(s) you are returning match(es) the details listed on your return request. Any discrepancies may cause delays or prevent us from being able to process your return.
Refunds
1. Refunds will be issued only after a return-eligible item, postmarked within 30 days after the purchase date, has been received at our warehouse and has passed our quality check.
2. For products that are returned in accordance with this Return Policy and pass our quality check, refunds will be processed within 7 business days after we receive your return package. The refund will be issued to the original payment method, as per your request.
Unfortunately, due to transportation delays, your refund may require an additional 3-5 days to process. Thank you for your patience and understanding.
3. The original shipping fee, if any, is non-refundable.
NOTE:
If you have any issues with your return, please contact Customer Support within 90 days after your purchase date.
ABOUT US
Shop at Surpass Homeware for premium home essentials at affordable prices, including collections of bedroom, bathroom, kitchen room, living room and daily-used products, with hassle-free returns and excellent customer service.
QUICK LINK
All rights are reserved.
Developed by Surpass.
ABOUT US
Shop at Surpass Homeware for premium home essentials at affordable prices, including kitchenware, storage solutions, dinnerware and glassware, with hassle-free returns and excellent customer service.
QUICK LINK
All rights are reserved.
Developed by Surpass.
ABOUT US
Shop at Surpass Homeware for premium home essentials at affordable prices, including kitchenware, storage solutions, dinnerware and glassware, with hassle-free returns and excellent customer service.
QUICK LINK
All rights are reserved.
Developed by Surpass.