Refund policy
Return & Refund Policy
Please read this policy carefully before placing your order with Surprise Me HQ. By completing a purchase, you confirm that you have read and understood the terms below.
Our Quality Control Commitment
Every order packed at Surprise Me HQ is video recorded as part of our quality control process. This ensures that all bundles are dispatched in perfect condition and provides an accurate, verified record of each order before it leaves us.
Returning an Order
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods and return them for a full refund.
Before arranging a return, please ensure the following conditions are met:
- Your bundle must be returned as a complete, single unit — we are unable to accept returns of individual items
- All bundle items must be unopened and in their original condition, with all original packaging and labels intact
- Partial returns will not be accepted
- You must notify us of your intention to return within 14 days of receiving your order before sending anything back to us
Once we have received and inspected your return, your refund will be issued within 14 days to your original payment method.
Return Postage In the event of a change of mind return, the cost of return postage is the sole responsibility of the customer. Please note that original shipping costs are non-refundable. We recommend using a tracked postal service, as we are unable to accept responsibility for items lost or damaged in transit on their way back to us.
Damaged or Faulty Items
If your order arrives in a damaged or faulty condition, please contact us within 30 days of delivery with the following information:
- Your order number
- A description of the fault or damage
- Clear photographic or video evidence of the issue
We will review your case and respond promptly.
Your rights under the Consumer Rights Act 2015 are as follows:
- Within 30 days of delivery — you are entitled to a full refund or replacement
- Between 30 days and 6 months — we will offer a repair or replacement; if neither is possible, a full refund will be issued
- After 6 months — we may ask you to provide evidence that the fault was present at the time of delivery
Return Postage for Faulty or Damaged Items Where an item is confirmed as faulty or damaged, you will not be required to bear the cost of return postage. Once the item has been received back to us and the fault has been verified, your return postage costs will be refunded in full to your original payment method. We recommend using a tracked postal service to ensure the safe return of your item.
If you believe the damage occurred during delivery, please notify us within 4 days of receiving your order. We ask that you retain all original outer packaging and provide photographs of both the packaging and the affected item. This allows us to raise a formal claim with the courier and work towards a resolution on your behalf as efficiently as possible.
Cancellations
If you need to cancel your order, please contact us as soon as possible. Orders cancelled before dispatch will be refunded in full. Once your order has been dispatched, we are unable to cancel it.
Contact Us
For all returns, cancellations, or general enquiries, please get in touch with our customer care team at admin@surprisemehq.co.uk.
We aim to respond to all messages within 24 to 48 hours. If you contact us on a Friday, please allow until the end of day Monday for a reply.
This policy does not affect your statutory rights under UK law.