Refund policy
Thank you for shopping with 24/7 Surprises. We want you to feel confident in your purchase. This Return & Refund Policy explains how returns, exchanges, and refunds are handled.
Eligibility for Returns
We accept returns on eligible items within 14 days of delivery.
To qualify, items must be:
- unused and in original condition,
- unwashed and undamaged,
- returned with all original packaging, tags, accessories, and inserts.
We reserve the right to deny returns that show signs of wear, misuse, or damage not caused during transit.
Non-Returnable Items
For hygiene, safety, and regulatory reasons, the following items cannot be returned:
- perishable goods
- personal care items (including cosmetics and beauty tools)
- intimate or sanitary products
- customized or personalized items
- gift cards or digital products
- clearance or “final sale” items
- hazardous materials where return shipping is restricted
If you are unsure whether your product qualifies for return, please contact us before submitting a request.
Return Process
To initiate a return, please email:
support@247surprises.com
Include the following information:
- your full name
- your order number
- the email address used at checkout
- the item(s) you want to return
- the reason for the return
Once reviewed, our support team will provide instructions, including the correct return address.
Do not return any items before receiving approval, as unauthorized returns may not be processed and may be returned to the sender.
Return Shipping Costs
Unless the return is due to a mistake on our part (wrong item, damaged item, defective product), the customer is responsible for:
- return shipping costs
- ensuring the item is safely and securely packaged
We strongly recommend using a trackable shipping method, as we cannot guarantee receipt of returned items.
Shipping fees paid at checkout are non-refundable unless required by law.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, notify us within 48 hours of delivery at:
Please attach:
- photos of the item
- photos of the packaging
- a brief description of the issue
We will investigate the claim and arrange a replacement, refund, or alternative resolution.
Refunds
Once your return is received and inspected, we will email you to confirm approval or rejection.
If approved:
- refunds are issued to the original payment method,
- processing typically takes 5–10 business days, depending on your payment provider.
If your refund is rejected due to condition issues, we will notify you with a clear explanation.
Late or Missing Refunds
If you have not received your refund after the processing period:
- Check your bank account again.
- Contact your credit card provider—processing may take additional time.
- Contact your bank, as processing delays can occur.
If you have completed all the above steps and still have not received your refund, contact us at:
support@247surprises.com
Exchanges
We offer exchanges only when an item is:
- defective,
- damaged, or
- incorrect.
For all other requests, please follow the return process and then place a new order after your refund has been processed.
Cancellations
Orders cannot be cancelled once processing or shipping has begun.
If you wish to cancel an order shortly after placing it, email us immediately at:
support@247surprises.com
We will attempt to accommodate your request, but cannot guarantee cancellation if the order has already been packed or shipped.
Return Address
A return address will be provided after your return request is approved.
Please do not return items to any address listed on the website or packaging without authorization.
Returns sent to the wrong address may be lost and may not qualify for a refund.
Contact Information
For all return, refund, and exchange enquiries:
Customer Support: support@247surprises.com
Business Enquiries: info@247surprises.com
24/7 SURPRISES LTD
Company Registration Number: SC868671