Refund policy
At Surprise Parade, we want every delivery to be a good surprise. If something arrives damaged, we send the wrong product, or your purchase simply isn’t what you expected, our customer service team is here to help.
We offer a 30-day return period, subject to the conditions below. This policy is additional to any mandatory consumer rights that apply to your order.
1. Items Delivered Damaged or Faulty
Check your items when your order arrives. If you notice damage or a fault, please email info@surpriseparade.com promptly, preferably within 48 hours of delivery, so we can investigate.
Please include:
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Your order number.
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A short explanation of the problem.
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Clear photos or a brief video showing the issue.
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Photos of the packaging, including any visible shipping damage.
For items confirmed as damaged or faulty on arrival, we will arrange a replacement at no extra charge. You will not need to return the affected item. Keep the product and packaging until we have finished reviewing your request.
If a replacement is unavailable, we will arrange an appropriate alternative remedy, including a refund where applicable.
The requested 48-hour reporting period helps us resolve delivery issues quickly. It does not remove your statutory rights or prevent you from reporting a fault discovered later.
2. Wrong Products or Variants
If your parcel contains an item, size, color, or other variant that differs from your order, contact info@surpriseparade.com as soon as possible, preferably within 48 hours of delivery.
Include your order number and photos showing the product received and any relevant labels.
We will check the details and arrange the correct replacement. If we require the incorrect item to be returned, Surprise Parade will provide a prepaid return label and cover the necessary return shipping costs. No handling fee applies.
This reporting request does not limit any applicable statutory rights.
3. Returning an Item Because You Changed Your Mind
You may request a change-of-mind return within 30 days after delivery, without providing a reason.
To qualify under our voluntary return offer, the product must be:
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Unused and undamaged.
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In its original packaging.
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Returned with all supplied parts, accessories, instructions, tags, and labels, where applicable.
You are responsible for arranging and paying for return shipping when the return is due to a change of mind.
Before ordering, check the product description, measurements, specifications, compatibility, and available variants carefully.
These requirements apply to our voluntary 30-day offer. Separate rules apply when you exercise a statutory right of withdrawal, as explained in Section 9.
4. Exchanges
Within 30 days of delivery, you may request an exchange for another available size, color, or variant, provided the item meets the voluntary return conditions above.
Contact info@surpriseparade.com with your order number and the replacement you would like. We will confirm availability, any price difference, and any additional shipping charges before you return the item.
Customer-requested exchange returns are shipped at your expense. This does not apply when an exchange is needed because we supplied an incorrect or faulty product.
5. Starting a Return
To arrange a return:
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Email info@surpriseparade.com with your order number and the products you wish to return.
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If the request concerns damage, a fault, or an incorrect item, describe the issue and attach supporting photos or video where possible.
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We will send you the applicable return address and instructions.
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Package the goods securely and include your order number inside the parcel.
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Retain your proof of postage and send us the tracking number after dispatch.
Please contact us before shipping a return so we can direct it to the appropriate location. The sender’s address on your original parcel may not be the correct return address.
For our voluntary 30-day return offer, dispatch the goods within 14 days after receiving our return instructions. Statutory withdrawal deadlines are explained separately in Section 9.
6. Return Locations and Postage
Orders may be dispatched from warehouses in Slovakia, Poland, Singapore, Hong Kong, or China, depending on stock availability and the fulfillment location assigned to your order.
Returns are generally directed to the warehouse that originally shipped the goods. We will confirm the correct address before you send anything back. Depending on your order, this may involve an international return.
For customer-paid returns, postage depends on the parcel’s size and weight, your location, the return destination, and your carrier. Obtain a shipping quote before dispatch.
Use a tracked service and keep your shipping receipt. These records help us investigate any delay or loss during return transit.
Where an item requires special shipping arrangements, such as a product containing a battery, follow our return instructions and your carrier’s requirements.
7. Refund Processing
After receiving your return, we will review its condition and email you with the outcome.
Approved refunds are sent to the original payment method. We will also send confirmation to the email address associated with your order.
Your bank or payment provider may take additional time to post the credit after we issue it.
For voluntary change-of-mind returns, original shipping charges and customer-paid return postage are not refundable, unless applicable law requires otherwise.
If we confirm that the issue resulted from a product fault, shipping damage, or an incorrect item supplied by us, you will not be charged the necessary return shipping costs.
Statutory withdrawal refunds follow the deadlines and delivery-charge rules in Section 9.
8. Used, Damaged, or Incomplete Returns
Our voluntary return offer does not cover damage caused by misuse, accidents, failure to follow instructions, unsuitable storage, or unauthorized alterations.
Damage caused by liquid exposure is excluded only where the product was not advertised as suitable for that exposure.
If a returned product has been used, damaged, or is missing supplied components, we may decline a voluntary return or propose a reduced refund, subject to applicable law. We will explain any deduction and the reason for it.
These conditions do not exclude claims relating to manufacturing faults, inaccurate product descriptions, or failure to meet advertised specifications.
9. Statutory Withdrawal Rights for EU Consumers
Where EU consumer withdrawal rules apply, you may cancel an eligible online purchase within 14 days after delivery, without giving a reason.
Notify us at info@surpriseparade.com with a clear statement that you wish to withdraw from the purchase. You may also use the online withdrawal function provided on our website where applicable.
Return the goods within 14 days after sending your withdrawal notice. You bear the direct return shipping costs for a change-of-mind withdrawal, provided you were informed of this before purchase.
You may examine the goods as necessary to establish their nature, characteristics, and functioning. You are responsible only for a reduction in value caused by handling beyond what is necessary for that purpose. Opening ordinary packaging does not, by itself, cancel your withdrawal right.
For withdrawal from a complete order, we will refund the payments received, including the cost of our least expensive standard delivery option. Any extra amount paid for a premium delivery service is not refundable.
Reimbursement will be made without undue delay and no later than 14 days after we receive your withdrawal notice. We may withhold it until we receive the returned goods or evidence that you have dispatched them, whichever occurs first.
Certain products may be legally excluded from withdrawal, including clearly personalized goods, rapidly perishable goods, and sealed goods that become unsuitable for return for health or hygiene reasons once unsealed. Any relevant exception will be disclosed before purchase. These exceptions do not remove your rights concerning faulty or incorrectly supplied goods.
10. Mandatory Consumer Protections
Nothing in this policy replaces or restricts your mandatory rights regarding defective, damaged, incorrectly supplied, or misdescribed products.
Where applicable law provides different or additional protections, those protections take precedence over our voluntary return conditions.
Contact
For assistance with returns, exchanges, damaged items, or refunds, contact: