Returns Policy
Surus offers a returns policy for physical products, whereby goods will be refunded if there is a reason considered valid for their return such as damage or physical defect.
To request the return of goods, requests must first be made in writing via email to help@surus.co.uk. Requests must include personal contact details, web order number or invoice number, which product is to be returned, and a stated reason(s) for return to be considered.
If the reason for return is considered valid, Surus will request the item(s) to be returned via recorded delivery. The cost of the item(s) will then be refunded to the customer’s PayPal account. A returns label is included with every order invoice to enable easy labelling of returned goods.
The decision to authorise a return is solely the decision of Surus. Returns will only be accepted by prior agreement with Surus and within seven days of receipt of goods. Confirmation of a return decision is final and the customer will be informed of the decision via email. Goods returned without prior agreement will not be refunded. No other correspondence will be entered into.