Orders can be canceled within 1 hour of placing them. To request a cancellation, please message us on WhatsApp with your full name and order number. Note: If we do not reply immediately within the hour, don’t worry—we will honor the timestamp on your message and process your cancellation accordingly.
Refund & Return Policy
Refund & Return Policy
Welcome to Surahi. We are committed to providing high-quality bottles, jars, tumblers, and glassware. If you are not completely satisfied with your purchase, please review our Refund & Return Policy below.
1. Return Eligibility
You may request a return within 7 days of receiving your order if:
The product is damaged, broken, or defective upon delivery.
You received the wrong item.
The product is unused, unwashed, and in its original packaging with all tags and accessories.
Products that have been used, damaged by the customer, or returned without their original packaging may not be eligible for a refund or exchange.
2. Non-Returnable Items
The following items cannot be returned:
Products damaged due to misuse or improper handling.
Items returned after the 7-day return period.
Customized or personalized products (if applicable).
Clearance or sale items (unless they arrive damaged or incorrect).
3. Damaged or Incorrect Orders
If your order arrives damaged, broken, or incorrect, please contact us within 48 hours of delivery.
To process your request, please provide:
Your order number.
Clear photos of the product.
Photos of the packaging.
A brief description of the issue.
4. Exchange Process
We do not offer cash refunds. However, to assist with your exchange, we offer the following options:
- Exchange for the exact same product (subject to stock availability).
- Exchange for any item within the same product series.
- Select a different product of equal value.
5. Exchange Policy
We offer exchanges for products that are:
Damaged during shipping.
Defective.
Incorrectly shipped.
Exchanges are subject to product availability.
6. Return Shipping
If the return is due to our error (wrong, damaged, or defective item), we will cover the return shipping cost.
If the return is for any other eligible reason, the customer may be responsible for the return shipping charges unless otherwise stated.
7. Order Cancellation
8. Contact Us
If you have any questions regarding refunds or returns, please contact us with the following information:
Surahi Customer Support
Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM
We are committed to resolving your concerns as quickly as possible and ensuring a smooth shopping experience.
