Return & Refund Policy

Thanks for choosing Suraziki. We guarantee that all Suraziki products are strictly tested by our quality inspectors before delivery. If you have any questions after receiving the products, please contact us by email: service@suraziki.com.

The following "Return & Refund Policy" applies to Suraziki products.

We have a 30-day return policy, which means you’ll have 30 days to request a return after receiving your item. After you email us to apply for a return, we will reply to you within 24 hours. The return address will be provided on the email. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide a receipt or proof of purchase when applying for a return.

Return Shipping Cost

The shipping cost for returning the products will be borne by Suraziki or the customer in the following situations.

1. When Suraziki Pays For Return Shipping

Suraziki will pay for the cost of return shipping if the reason for the return was the result of OUR error.

Examples of instances may include:

• Item arrived defective and cannot be fixed with a replacement part.
• We shipped out the wrong item.
• We shipped it to the wrong address.
• We shipped a duplicate order.
• Item malfunctioned during the 30-day returns period. (The customer should install and operate the item properly per the product manual instruction.)

Special Case Explanation: In cases where a product has quality issues, users are required to return it to the designated Suraziki warehouse in the United States, and Suraziki will cover the shipping costs. However, if the user's return address differs from the original shipping address (for example, if the shipping address was within the United States, but the return address is in a remote or international location), resulting in shipping costs that exceed Suraziki's initial shipping costs, the user will be responsible for paying the additional shipping fees.

IMPORTANT

• For items that arrive damaged or are defective, the customer MUST provide videos or photos to support the claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to provide videos or photos of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.
• If a customer claims an item is defective/damaged, the customer must provide a proof before return, with no exceptions.
• If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don’t have to ship a large bulky item back.
• Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund within 3 workdays.

In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Fees vary by region.

Suraziki will provide the pre-paid return shipping labels to the customer and the shipping cost for returning the products will be deducted from the refund.

It is important to note that any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.

After the 30-day returns period, customers may use the Suraziki Warranty Policy for repairs if the item is faulty or malfunctioning. Please refer to the Suraziki Warranty Policy for details.

Return Address

As we have warehouses in different places to receive the return products, please contact Suraziki customer service by email (service@suraziki.com) to obtain the return address.

Refund Policy

The customer can return or refund a product for up to 30 days from the date received it. Please keep the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the customer will be automatically refunded on the original payment method within 3 workdays. Please remember it can take some time for the payment bank or credit card company to process and post the refund too.

Exchange of order
If you would like to exchange an item, we recommend that you place a new order and return it so that you can receive the new item more quickly. According to our return policy, you will receive a refund for the original item. Don't worry about that.

Cancellation of order

Suraziki generally sends out your orders within 1-2 business days. To cancel an order, please contact Suraziki as soon as possible to cancel the order and the customer will get a refund within 12 hours if the products are not sent out.

When a customer cancels an order but the product has already been shipped, the customer needs to reject the package in person or contact us for return when the package has been delivered, and a refund will be processed within 3 business days after the package returns to our warehouse.

To cancel your order, please contact us via service@suraziki.com.

Email & Phone
We strongly recommend to contact us by email: service@suraziki.com

Phone Number:+86 158 8951 8564

Adresse: Room 1508, Building 1, Commercial Building, Wen Ti Center, Xuegang Avenue, Bogang Community, Shajing Street, Bao'an, Shenzhen, Guangdong, 518000

Working hours (Monday) - Friday. (From 9:30 am to 6:00pm GTM+8)