Refund policy

Refund and Cancellation Policy

1. Overview: Made-to-Order Policy
At Surreal Theory, every order is printed fresh on-demand specifically for you. We do not maintain inventory. Because each product is custom-made based on your specific order, we do not accept returns or exchanges for size issues, dislike of color/design, or change of mind.
Please review the size chart carefully before placing your order.

2. Damages and Manufacturing Defects
We stand by the premium quality of our products. We offer a free replacement or refund only in the following cases:
The product has a manufacturing defect.
The wrong item, size, or color was sent to you.
The product arrived physically damaged.
Timeframe: You must report these issues within 10 days of receiving the order.

3. Mandatory Requirement: Unboxing Video
To ensure fairness and protect against fraudulent claims, we require an unboxing video to validate any claims of damage, defects, or missing items.
Please record a continuous video while opening the package.
The video must clearly show the shipping label, the packaging state, and the product condition.
Without this unboxing video, we will be unable to process a refund or replacement.

4. How to Request a Return/Replacement
To start a return for a defective item:
Email us at contact@surrealtheory.com or WhatsApp us at +91-979-123-7654.
Subject: "Defect - Order ID #[Your Order ID]".
Attach the unboxing video and clear photos of the defect.
If your return is accepted, we will arrange a reverse pickup from your address. If our logistics partners do not cover your pin code, we will ask you to self-ship the item. Upon submission of the shipping receipt, reasonable shipping costs (up to ₹100) will be reimbursed.

5. Eligibility for Return
To be eligible for a return (in case of defect):
The item must be unworn, unused, and unwashed.
Original tags and packaging must be intact.
You must have the receipt or proof of purchase.

6. Refunds
Once we receive and inspect your return, we will notify you if the refund was approved or rejected.
If approved: You will be automatically refunded on your original payment method.
Timeline: Please remember it can take 5-7 business days for your bank or credit card company to process and post the refund.

7. Non-returnable Items
To strictly adhere to hygiene and customization standards, the following items cannot be returned:
Products ordered in the wrong size (as they are custom printed).
Personal care goods (such as beauty products).
Sale items or Gift Cards.

8. Cancellations
As our products are printed on demand, cancellations are only accepted within 24 hours of placing the order. After this window, the production process begins, and we cannot cancel the order.

9. Contact Us
If you have questions or would like to make a complaint, please contact us:
Email: contact@surrealtheory.com
Phone: +91-979-123-7654
Operating Address: No.198/C, Near Sundagiri bus stop, Chennapalli village, Shoolagiri, Hosur 635117 TN, India.