Returns and Refunds Policy
Thank you for shopping at Surma Design.
Please read this policy carefully. This is the Return and Refund Policy of Surma Design.
We issue refunds for digital products within 14 days of the original purchase of the product. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Before requesting a refund:
- Contact us via contact form on the Contact page
- Check is the item compatible with your software version
- Search our Help Center for the issue you experienced
You are eligible for a refund if:
- Product is is materially different from the item preview or description
- Product doesn't work how it should and it can't be easily fixed
You may not be eligible for a refund if:
- you made a purchase by mistake
- you changed your mind
- product didn’t meet your expectations
- you don’t know how to use purchased item
- you can no longer access the item because it has been removed
- you don't want it after you've downloaded it
All of ordered products come personalised to the customers’ specification and are printed after clear approval. As a result of which returns will be not accepted. If the print materials are found to be faulty within a reasonable time after the delivery has been made, you may reject them and claim a refund. If the damage is found later on, or if you delay in making a complaint, you will still be entitled to a repair or, if a repair cannot be done without causing you significant inconvenience, a replacement. If a replacement is not available, you may claim a part or full refund of your money.
In the event that the wrong product has been shipped to you, we will refund the full amount you paid for your order with us including the original shipping costs. Any costs incurred on your behalf for the return of the wrong item shall also be refunded by us once we have received the goods.
We recommend contacting us for assistance if you experience any issues receiving or downloading our products.
To complete your return and refund, we require scan or copy of your invoice or proof of purchase. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven’t received a refund yet, first check your bank account again. Next step is to contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
If you have any questions about our Returns and Refunds Policy, please contact us:
By phone number: 07378740512
By email: email@example.com