Refund, Exchange and Cancellation Policy

RETURN AND EXCHANGE POLICY

We strive to achieve the highest production quality and also work closely with our delivery partners to ensure that you receive your pieces in a timely fashion and in great condition. However, in case you have an issue with the garment that you receive, please follow our policy below:

We do not offer refunds, but your product is eligible for an exchange or store credit if it satisfies the following conditions:

  • An incorrect garment has been delivered to you, not matching your order confirmation.
  • The garment you purchased has been delivered with a manufacturing defect.
  • The garment is not of the right size (in which case, it is eligible for a size exchange only, in the same piece).

Please note the following exclusions to the return/ exchange eligibility:

  • International orders
  • Any garment which has been customised for size, colour, etc.
  • Sale items
  • Slight irregularities in color and texture due to the handwoven nature of the fabric and techniques , which lend a unique beauty to your purchases
  • Slight variations in colour due to possible differences in rendering across screens.

If your garment meets the above criteria, please email us at info@surmaye.com, sharing the following details:

  1. Order number
  2. Delivery address
  3. Reason for the exchange request, sharing images in case of a defective or incorrect piece.

Our team will verify the request, after which we will email or contact you for necessary action. The product must be received within ten days from the day of contact from our team, at the address below:

A-3201, Oberoi Exquisite, Oberoi Garden City,
Goregaon East, Mumbai – 400063,
Maharashtra

Please ensure that the product you return is unused and that the original packaging and tags are in place.

INCORRECT/ INCOMPLETE SHIPPING ADDRESS

We are unable to offer refunds if we have been given an incorrect or incomplete address, or if there are three failed delivery attempts by our shipping partner. If you feel that you have given us the wrong delivery address, please contact us immediately within 24 hours of placing your order for a correction of address with your order number.

CANCELLATION POLICY

No cancellations will be accepted once the order has been placed. However, in case the order is canceled prior to dispatch due to product unavailability, the order amount will be credited to your initial payment account.

Please note by purchasing from Surmaye, you are agreeing to our purchasing terms, conditions, and policies.