If an order is not picked up by the recipient, it will be returned to our warehouse. Once the goods are received in our warehouse, they are automatically managed by the SAT team and forwarded to the administrative department to process the payment.
The delivery of the goods and the return to our warehouse are associated with transport costs, for which you have to pay. Accordingly, you will receive a refund in the amount of the order less the double delivery cost.
Please note that this management process can take several weeks.
If the product shows clear signs of improper use, unjustified claims or if it arrives in poor condition;
- If the product is received without or with damaged packaging or shipping labels that make the packaging unusable, we deduct 50% of the product value; and
- If the product is received with missing items or accessories, or if the description of the incident is not factual, the product value will not be refunded.
Important note: Surpriseyou does not reimburse any products that are not actually defective or where the described issue is not factual. We store these products in our warehouse and you will receive a message. You have 7 days after receiving the notice to let us know if you would like to receive the products after payment of the delivery cost. If we do not receive such notice or payment from you within 7 days, the Products will be destroyed in a recycling center and Surpriseyou will under no circumstances accept any further claims on the Products.
Once the goods are received in our warehouses and subject to the confirmation of their condition, we proceed with the reimbursement of the amount. Please note that the refund may take several weeks to evaluate the goods received.