Return Policy

Returns
Our policy lasts 24 hours. If 24 hours have gone by since your acceptance of parcel, unfortunately we can’t offer you a refund or exchange.

To be eligible for a exchange or refund, kindly emailed us the photos proof of damage within 24 hours acceptance of parcels. Damaged items need to be couriered back to us within the same day or next day in the original packaging and protection how it was wrapped before it has been opened up, with the provide of POSLAJU tracking number as well.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase, damage item photos and photo of returning parcel with new given tracking number.

Please do not send your purchase back to the manufacturer.

Any item not in its original condition or missing parts for reasons not due to our error, do notify us within 7 days, we will arrange a second courier to the same address for the missing parts or replacement.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at welovesurprise.com@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, no refund or exchange is provided.

Shipping
To return your product, you should mail your product to: Jalan PJU 8/1 Petaling Jaya Selangor MY 47820. Kindly contact us for detailed address information.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs will be refunded to you after we have received the returning goods.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

All the returning items need to use Poslaju as courier service provider, with trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.