Buyer Protection

Surround Living Buyer Protection ensures that in the rare event you receive an item significantly different from its description or damaged during transit, we'll collaborate with you and the seller to rectify the situation. Your purchase qualifies for Buyer Protection if:

Your purchase is eligible for Buyer Protection if:

You placed the order securely online through our checkout
The item differs significantly from its description, is damaged in transit, or fails to arrive.
You reported the issue within 7 calendar days of the delivery date (or the promised delivery date, for non-delivered items)

Your purchase is not eligible for Buyer Protection if:

You're returning an accurately described item undamaged during transit. (Note: you may still return such items if allowed under the Seller’s Return policy).
You chose to arrange your own shipping or pick up the item in person.

Surround Living reserves the right to update or modify the terms of this guarantee at any time. View our User Agreement & Terms of Service.

What if the issue is reported after 7 days of delivery?

Please reach out to Customer Support to report any issues after the 7-day period. Prompt communication is appreciated as it enables us to work efficiently with our sellers and shipping carriers to resolve claims swiftly. Please note, if it has been more than 7 days, we may no longer be able to assist you with the issue you have reported.

Reporting an Issue

If you receive an item that doesn't meet your expectations, Contact Us within 7 days of the delivery date. When reaching out, make sure to state your Order Number, include photos of the areas of concern and the item as a whole, so our specialists can better evaluate the issue and more quickly reach a resolution. Here is a link to learn more on how to Report Item Damage or Issues.

Initiating a Return

If you’re unsatisfied with your purchase, you may be able to return the item depending on the seller's policy. Each seller on Surround Living is allowed to set their own return policy, and is not required to accept returns.

To check the seller’s return policy, should be stated next to items page.

To Start the Return Process:

If the seller permits returns, you can request one by contacting us. Our Surround Support team will strive to assist you with your claim at
Please specify the reason for your return and provide a detailed return address.
The request will then be sent to the seller to approve the return request.
Once approved by the seller, the Surround shipping team will provide you a shipping quote for the return shipping. You will need to approve of the quote and a return shipment will be arranged.
Once the seller receives the item back a refund will be processed back to you.

Seller Return Policy

Restocking Fees: A percentage of the item cost, set by the seller that is not refunded if the item is returned
Original Shipment Cost: Is not refunded if the item is returned Return
Shipping Cost: Will be subtracted from the refund amount

International and Select Domestic Item Returns

While we do our best to ensure returns are clearly noted on the label, there may be additional customs, duties and taxes applied to a return that are incumbent upon the customer to pay. Any costs for the return will be deducted from your refund.
International shipping is eligible for claim within 14 days of delivery, if the order meets the eligibility requirements of seller’s policy

If Your Item Arrived Damage

Note, any item that arrives damaged or not as described may be covered by the Surround Living Buyer Protection Policy. Once an item is reported damaged on delivery it cannot be treated as a standard return, because we need to determine how the damage has occurred.
For all shipments where it is cited as transit damage, we will need to collate the relevant images and documentation because this is a requirement to submit a claim to the carrier. This normally has to be fulfilled within 30 days of the shipped date or the delivery date of the order.

14 Day Return Shipment Window For Approved Returns

14 Day Return Shipment Window: For approved returns, the following milestones must be met within 14 days. Otherwise the return will be considered void and the sale deemed final with no extension on the return period.
Freight Returns: If your item will need to be professionally crated and shipped via freight — the return shipping quote must be accepted no later than 14 days from the quote provided or the return will be considered void.

Return Policy

Return Policy Sellers set their own return policies for pieces on Surround Living. You can find their policy any time on the item details page within the Shipping & Returns section.
Items must be returned in the condition received. All return shipments must go through Surround Living and must comply with sellers policy and terms stipulated under User Agreement.

International & Select Domestic Returns

Surround Living must oversee the return shipment of all international returns and domestic returns of furniture and fine art. If you've initiated a return within the time frame provided in the seller's return policy, and you've communicated to a Surround Living Support representative your intent to return, you'll receive a quote for the cost of a fully insured return for your approval.

Once approved, you'll be sent a prepaid label and any other necessary documentation for the return. While we do our best to ensure returns are clearly noted on the label, to help customers avoid extra costs, there may be additional fees and taxes applied to a return that are incumbent upon the customer to pay. Any costs for the return will be deducted from your refund.

Items must meet the eligibility requirements for eligibility of return.

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.