Refund policy

At Surree, we stand behind the quality of our products and want you to be completely satisfied with your experience. We are legally obligated to provide goods that meet the standards outlined in our contract with you. If a product does not meet your expectations, please review our comprehensive return and refund guidelines below.

1. Return Window & Eligibility

We proudly accept returns for all customers located within Switzerland. You have a total of 30 days from the date your package is delivered to request a return.

2. Condition of Returned Items

To qualify for a successful return and refund, the items must meet the following criteria:

  • The product must be entirely unused, uninstalled, and free from any signs of wear or damage.
  • It must be returned in its original, unopened packaging and in resalable condition.
  • You must provide a valid receipt or proof of purchase (such as your order number).

3. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

  • Customer Remorse (Change of Mind): If you are returning a product because it wasn't what you expected or you simply changed your mind, you are responsible for covering the return shipping fees back to our facility. We highly advise using a trackable shipping service, as we cannot issue refunds for packages lost in transit.
  • Defective or Incorrect Items: If we made a mistake or the item arrived damaged/faulty, Surree will cover all return shipping expenses entirely or arrange for a complimentary replacement.

4. How to Start a Return

To ensure a smooth process, please do not send items back without authorization.

  1. Reach Out: Email our team at help@surree.com with your order number, the reason for the return, and clear photos if there is a defect.
  2. Get Authorized: Our support staff will evaluate your request and provide you with a Return Authorization Number along with specific mailing instructions.
  3. Ship It Back: Package the item securely and drop it off at your local carrier following the provided instructions.

Note: Any packages sent back to us without prior approval or outside the 30-day window will be rejected and will not qualify for a refund.

5. Damaged, Faulty, or Incorrect Orders

Please inspect your package as soon as it arrives. If the contents are damaged, defective, or incorrect, please email us at help@surree.com immediately (ideally within 48 hours of delivery).

Include your order number, a short explanation of the problem, and photographic evidence. Once our team verifies the issue, we will swiftly issue a full refund or send a brand-new replacement at no cost to you.

6. Refund Processing

  • Once your returned package reaches our facility, we will inspect the items to ensure they meet our return conditions.
  • Upon approval, your refund will be automatically processed and credited back to your original payment method.
  • Please allow up to 7 business days for the funds to reflect in your account, depending on your financial institution.
  • We will send you a confirmation email the moment your refund is issued.
  • Zero Restocking Fees: Surree does not charge any hidden restocking fees for standard returns.

7. Exchanges

At this time, the fastest way to exchange a product is to go through the standard return process for the unwanted item and place a completely new order for the desired item on our website.

8. Order Cancellations

If you need to cancel a purchase, please email help@surree.com as soon as possible. We can successfully cancel and fully refund orders as long as they have not yet been processed or dispatched by our fulfillment team. If the order is already in transit, cancellation is no longer possible, but you are welcome to initiate a standard return once the package is delivered.

Contact Us

We’re here to help with any questions about your order, our products, or our policies. Our support team is always ready to provide quick, reliable assistance.

Customer Support

Order Inquiries: If your inquiry is related to an existing order, please include your order number in your email or have it available when you call so we can assist you more quickly.

Company Information (Legal Operator)

  • Business Name: Surree
  • Legal Entity: FIREBLADE LLC
  • Business Address: 1621 Central Ave, Cheyenne, Wyoming, 82001, United States
  • Company Registration Number: 2025-001603504
  • Employer Identification Number (EIN): 36-5130650