Return Policy

Damaged Items or Issues

If you receive an item that does not meet your expectations, we are committed to working with you and the seller to reach a mutually satisfactory resolution in accordance with our Buyer Protection Policy. Please inspect your item promptly upon delivery and notify us within 7 days of any issues. Failure to report damage or provide requested evidence within this period may render your claim invalid.

How to Report an Issue

Contact Support: Reach out and Contact Us via email or phone and have your Order Number ready.
Document the Issue: Clearly specify the affected areas and provide detailed photographs.
Delivery Inspection: If you must sign for delivery, inspect the item beforehand. Document any discrepancies on the shipping provider’s official paperwork and retain all packaging and shipping documents.
Submit Evidence: Contact us within 7 days of delivery with photos showing any discrepancies, condition issues, or damages that were not disclosed by the seller. For optimal evaluation, include both close-up images and overall views of the item. For transit damage, please also capture images of the original packaging for carrier claim purposes.
Notify us immediately upon receipt so that we can determine whether repair, restoration, or return is the most appropriate course of action. If the item received significantly differs from the seller’s listing or if an incorrect item is shipped, please notify us immediately and follow the above reporting process.

International Claims for Item Issues or Damage

Claims for damage or loss in international shipments are not eligible for return.
Resolutions for international claims will be managed under our mandatory All Risk Insurance Policy available to international shipments.

Non-Receipt of Purchase

If you suspect that your item has been lost in transit, please contact our support team immediately. We will work diligently to resolve the matter.

Return Policy

At Surround Living, we are committed to providing high-quality products and ensuring your satisfaction. Please review our domestic & international return and exchange policy.

Domestic Returns

Damaged or Incorrect Items

Report any issues within 7 days of receiving your product to Contact@surroundliving.com
Provide clear evidence (such as photos or videos) showing the damage or error, along with your order number.

Upon review of the evidence, if your case is eligible for replacement, we will process the replacement free of charge.

Return Conditions

The product must be in its original condition—unused, unwashed, and in the original packaging.
If the issue is attributable to the seller, Surround Living will cover the return shipping costs within Thailand.
Non-Returnable/Non-Exchangeable Items:
- Items that have been used, altered, or are no longer in their original condition.
- Items that match the original order specifications as purchased.
- Requests for returns or exchanges made beyond the specified return window (7 days).
- Custom-made products tailored to individual customer specifications.

International Returns

International customs duties and taxes are non-refundable.
Return shipping costs for international orders are not subsidized and may exceed the original shipping cost.

Buyer Protection Process Overview

Your satisfaction is our top priority. Our Buyer Protection team follows a structured 5-step process to resolve any issues:

Initial Client Outreach:
Within 2 business days of your report, we will contact you to provide an overview of the process and specify any required documentation.
Evidence Review:
Once all necessary materials are received, your case will enter the Evidence Review stage. We will collaborate with specialists and the seller, taking up to 5 business days to conduct a thorough review.
Proposed Outcome:
Based on the evidence, we will propose a resolution (repair, restoration, or replacement). If no support can be provided, a detailed explanation will be issued. We request your acceptance of the proposed outcome within 5 business days to ensure a timely resolution.
Resolution Implementation:
Upon receiving your acceptance, we will initiate the resolution process. Timelines for this stage will vary based on the specifics of the case.
Final Resolution:
A case is considered resolved only after the agreed-upon resolution is delivered. You will receive a final confirmation email upon completion.

Photos & Supporting Evidence

Photographic evidence is essential for assessing any reported issue. Clear images help us evaluate the problem effectively and expedite the resolution process. Please ensure that you:

Provide detailed images from multiple angles, including both close-ups and overall views.
Include images with a measuring tape if the issue relates to the item’s dimensions.
Submit photographs of the packaging (for parcel and front door deliveries) to document the condition upon arrival, and retain all packaging for potential returns.
Attach copies of any delivery paperwork or other relevant documents.
Alternatively, you may submit a video if it better illustrates the issue. If you encounter any difficulties in capturing or sending the required images, please contact us for assistance.

Customer Support & Dispute Resolution

Surround Living will serve as your primary point of contact for any issues relating to refunds, cancellations, or disputes that may arise throughout your transaction. Our support team is dedicated to facilitating clear communication between buyers and sellers, ensuring a fair and efficient resolution process in accordance with our policies. Whether you have a question about your order or require assistance with a claim, Surround Living is here to guide you every step of the way.

Final Resolutions

Our objective is to provide a resolution that meets your satisfaction and fully upholds our policies. Once your case has been thoroughly reviewed and a final resolution is offered, the matter will be considered conclusively resolved.
Please note that custom-made items, items that have been used or altered, or items returned beyond the specified reporting window will not be eligible for return. This User Policy is designed to ensure a fair, prompt, and comprehensive resolution process for all issues related to item damage, discrepancies, and returns. We appreciate your cooperation in helping us maintain the high standards of service you expect from Surround Living.