Refund policy

At U-Surface, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, we offer a simple and transparent return & refund process.

1. Return Eligibility

You may request a return within 7 days of receiving your product, provided that:

  • The item is unused, unwashed, and undamaged

  • It is returned in original packaging with tags

  • You have proof of purchase (Order Number / Invoice)

Non-Returnable Items

  • Custom-made or personalized items

  • Clearance / Sale items

  • Products that are used, washed, or damaged by the customer

2. Exchange Policy

We provide exchanges for size, color, or design where stock is available.

  • Exchange will be processed after the returned product is received and inspected.

  • If the desired replacement is out of stock, you can choose store credit or refund.

3. Refund Process

Once your returned product passes our quality check:

  • Refund will be issued within 5–7 business days.

  • Refund can be made to your original payment method or as store credit (your choice).

  • Shipping charges are non-refundable.

Full Refund Case

If the product you received was:

  • Damaged

  • Defective

  • Incorrect

U-Surface will issue a full refund or free replacement, including shipping cost.

4. Return Shipping

  • Return shipping cost is the customer’s responsibility unless the item delivered was defective/incorrect.

  • U-Surface will cover shipping cost only when the error is from our side.

5. Order Cancellation

Orders can be canceled within 12 hours of placing them.
If the order has already been shipped, cancellation is not possible, but you may still request a return after receiving the item.

6. How to Request a Return

Contact us with your:

  • Order Number

  • Reason for return

  • Photos (for damaged/incorrect items)

📩 Email: usurface.cs@gmail.com    
📞 WhatsApp: 0326-8954219
We respond within 24 hours.

7. Damaged / Wrong Item Received

If you received a damaged, defective, or incorrect product:

  • Report within 48 hours

  • Share photos/videos

  • We will arrange free replacement or full refund

8. Policy Rights

U-Surface reserves the right to reject returns that do not meet the above conditions.