Refund policy

At Surat, customer satisfaction is important to us. If you experience an issue with your order, we're here to help.

Return Eligibility

We accept return requests within 7 days of delivery. To be eligible for a return, the product must:

• Be unused and unopened 
• Remain in its original packaging
• Have all seals intact
• Be accompanied by proof of purchase or order confirmation

To request a return, please contact us at suratdotpkrefund@gmail.com with your order details.

Please note that returns sent without prior approval will not be accepted.

Damaged, Incorrect, or Defective Products

We kindly ask that you inspect your order upon delivery. If you receive a product that is:

• Damaged during transit

• Defective

• Incorrect compared to your order

Please contact us within 48 hours of receiving your package. Include clear photos of the product and packaging so our team can review the issue and provide a suitable resolution.

Non-Returnable Items

Due to hygiene, safety, and product integrity considerations, we cannot accept returns or exchanges for:

• Opened or used skincare products

• Products with broken or removed seals

• Products damaged due to misuse, improper handling, or incorrect storage

• Sale, promotional, or discounted items

• Complimentary products, PR packages, gifts, or samples

Exchanges

We currently do not offer direct product exchanges.

If an exchange is approved due to a damaged, defective, or incorrect item, our team will provide replacement options based on product availability.

Refunds

Once we receive and inspect an approved return, we will notify you regarding the status of your refund.

If approved, the refund will be processed to the original payment method used during purchase. Depending on your bank, payment provider, or financial institution, it may take 7–15 business days for the funds to appear in your account.

Shipping charges are non-refundable unless the return is the result of an error on our part, such as receiving a defective or incorrect product.

Contact Us

For any questions regarding returns, refunds, or order issues, please contact our support team:

Email: suratdotpkrefund@gmail.com 

Our team will be happy to assist you.