Refund and exchange policy

Return and Refund Policy

90-Day Hassle-Free Returns

At Makemesurprise.com, we are committed to delivering high-quality products and ensuring your complete satisfaction. Our 90-day return policy begins from the date of delivery, giving you ample time to evaluate your purchase.
Every item undergoes a strict quality inspection before shipping. Please review product details carefully before ordering, especially for personalized items, as they are uniquely crafted for you.

1. 90-Day FULL COVERAGE Returns
(We cover return shipping and replacement costs for the following reasons:)

✅ Incorrect or defective items received (e.g., damage, manufacturing flaws).
✅ Customization errors (e.g., engraving/design mistakes made by us).
✅ Major quality issues (e.g., peeling paint, broken parts, non-functionality).

Process:
① Email support@makemesurprise.uk within 90 days of delivery.
② Provide clear photos/videos of the issue.
③ We’ll process a replacement or refund within 48 hours—no return required.

2. 90-Day LIMITED COVERAGE Returns
(Customer covers return shipping; original shipping fees are non-refundable.)

✔ Change of mind (e.g., color, size, or personal preference).
✔ Non-defective personalized items (eligible for 70% refund; 30% crafting fee applies).

Process:
① Contact us within 90 days for return authorization and instructions.
② Return the item unused and in original packaging.
③ Refunds are processed within 3 business days after receiving the return.

3. Non-Returnable Items

❌ Products damaged by misuse, accidents, or modifications.

4. Cancellation Policy

① Not Yet Produced: Full refund (including shipping fee)
② Produced but Not Shipped: 70% product refund + full shipping refund
③ Already Shipped/In Transit: Non-cancellable

5. Return Shipping & Refunds

① Quality issues? We cover all costs—no return needed.
② Non-quality returns? Customer pays return shipping. Refunds are issued to the original payment method (7–10 business days).

6. Return Processing Time:

Please allow 2–3 weeks for your return to be received and processed.

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Refund and exchange policy