Our Role as an Aggregator
Please note that SurbTech Store is a platform for independent Sub-Merchants. The return and refund policies are set by each individual Sub-Merchant. SurbTech Store facilitates the process, but the final decision rests with the Sub-Merchant who sold you the item.

Our Sub-Merchants:

  • ActiveSoul Wear
  • ThreadAura Fabrics
  • Mystique Essence
  • BagVibe Studio
  • MiniNest Apparel
  • OrnaShine Jewellery
  • HeelCharm Studio
  • TickTock Smartwear
  • PlayHive Toys
  • InkNest Supplies

General Return Process

  1. Contact the Sub-Merchant First: If you wish to return an item, you must first contact the Sub-Merchant directly within their specified return window. You can find their contact information in your order confirmation email or in your “Order History” on SurbTech Store.
  2. Return Policy Period: Each Sub-Merchant has their own return window (typically 7, 14, or 30 days from delivery). Please check the specific policy on the product page.
  3. Condition of Item: Items must be unworn, unwashed, and in their original packaging with all tags attached. For cosmetics from Mystique Essence, items must be unopened and sealed for hygiene reasons.
  4. Return Shipping: The cost and responsibility for return shipping may vary by Sub-Merchant. Some may provide a prepaid label, while others may require you to cover the cost.

Refunds

  • Once the Sub-Merchant (e.g., HeelCharm Studio or MiniNest Apparel) receives and inspects the returned item, they will initiate the refund.
  • Refunds will be credited to the original method of payment.
  • The time it takes for the refund to appear in your account depends on your bank or card issuer’s processing time.

Non-Returnable Items
Due to the nature of certain products, the following are generally non-returnable unless faulty:

  • Personalized or Made-to-Order items (e.g., from BagVibe Studio or OrnaShine Jewellery).
  • Intimate Apparel and Hosiery (for hygiene reasons).
  • Cosmetics and Fragrances from Mystique Essence (if sealed has been broken).
  • Earrings for piercing hygiene.
  • Clearance or final sale items (will be marked as such).

Damaged or Defective Items
If you receive a damaged or defective product (e.g., a faulty smartwatch from TickTock Smartwear or a torn fabric from ThreadAura), please contact the Sub-Merchant within 48 hours of delivery with photographic evidence. They will arrange for a replacement or refund.

How SurbTech Store Can Help
If you are unable to resolve an issue directly with a Sub-Merchant, please contact our customer support team at [Your Support Email]. We will act as a mediator to help find a resolution.