Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Return Conditions
Returns and replacements are only accepted for damaged or defective products. If the item you received differs in size from what you ordered, a replacement will be provided based on availability, or a refund will be issued.

Claiming a Defect
To claim a defect, please take an unpacking video and photos immediately upon receiving the package. Additionally, provide a clear photo showing the measurement of the outfit with a measurement tape.

Return Process
To start a return, contact us at surathausberlin@gmail.com. We will provide you with further instructions upon contacting us. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom products (special orders or personalized items) and personal care goods (beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at surathausberlin@gmail.com.

Cancellation Policy
No cancellations are allowed for confirmed orders.

European Union 14-Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.