Refund policy


At Surene, we want you to love your items! Please read our return and refund policy for items  below.

 

When you complete an order on our website, you are entering into a legally binding contract of sale. It is your responsibility to ensure all details are correct before confirming payment.

We are not responsible for accidental or unauthorized transactions. If you believe your card was used fraudulently, please contact your bank or payment provider directly. They can assist you in raising a chargeback if necessary.

2. Refunds and Returns

 

All sales are final. We do not offer refunds for accidental purchases, change of mind, or buyer error. Refunds will only be considered if an item is:

  • Incorrect (not what you ordered)
  • Faulty or damaged upon arrival (photo proof required within 48 hours of delivery)

Bundles Returns

• Defective or Damaged Items: We only accept returns or exchanges  if there is a defect or damage to the items. If your item  contains a damaged or incorrect item, please contact us within 7 days of receiving your order. We will arrange for a return or exchange at no additional cost to you.

• Non-Defective Items for bundles: Due to the nature of bundles, we do not accept returns or refunds on non-defective items in the bundle. Once a bundle is purchased, all items within that bundle are considered final sale, unless there’s a defect or mistake on our part.


Refunds for Bundles

• Defective or Damaged items : If your bundle or item  has a defect or damage, we will process a full refund or replacement. Refunds will be issued to the original payment method after the return of the defective item.

• Exchanges: We do not offer exchanges for bundles unless the bundle is defective or damaged. In such cases, we will provide a replacement.


How to Initiate a Return/Refund 

• To initiate a return or refund for a defective or damaged item , please contact us at sureneapparel@outlook.com within 7 days of receiving your order. Include your order number, the issue with the bundle, and any relevant photos (if applicable).

• Once we confirm the issue, we will provide instructions for returning the damaged or defective item(s).


Sale Items and Bundles

• Bundles purchased during a sale are also subject to the same return and refund policies. Refunds or exchanges will only be offered if the bundle is defective or damaged