Refund and Returns Policy

Customer Returns & Cancellations

Here at Surreal Solutions, we do understand that few things might not work as planned and there might be an instance you need to return or cancel your goods.

What will you do?
Send your return or cancellation request to our email address info@surrealsolutions.com.au stating the order number and your query will be reviewed and assessed accordingly to the following criteria:

1. Request for cancelation
   If no costs are incurred by Surreal Solutions, a full return will be issued.
2. If Surreal Solutions has packed the goods, cancellation fees of 25% will incur
3. If stock is put on hold for more than 30 days and you wish to cancel, this matter will carry 25% fees.
   Request for return
4. Returns within 7 days of delivery date will be accepted with a full refund if the company didn’t incur any costs and the products returned are in the same condition as at the time delivered.
5. Returns after 15 days of purchase date will not be accepted unless stock is deemed faulty or not fit for purpose, an exchange, store credit or refund will be offered.
6. Special/cut to size orders are unfortunately not accepted to be returned and refunded due to the nature of the goods being ordered and cut for a specific job. When ordering a special order, 100% payment will be required so make sure your selection and special request fits your needs before finalising your order.
7. All orders that will be accepted for a return will carry a 25% return fees and return freight charges may apply.
8. No returns will be accepted and refunded on items sold as “clearance” or “sale”.

The Surreal Solutions team would gladly assist you and investigate into your questions if they differ from those indicated above. Send an email or phone for assistance.