Introduction

At Surprises by Steph, your happiness is at the heart of everything we do.

We want every surprise you order from us to bring joy – not stress.

This Return & Refund Policy explains your rights and our process for returns, exchanges, and refunds when shopping with us online or through any of our service channels.

By placing an order, you agree to the terms outlined below.

1. Overview

We understand that sometimes a product may not be exactly what you expected.

If that happens, don’t worry – we’re here to help.

This policy covers:

• How to return an item
• When refunds or exchanges apply
• What items are non-returnable
• How long the process takes

Our goal is to make your experience fair, transparent, and hassle-free.

2. Eligibility for Returns

To qualify for a return, your item must meet the following conditions:

• The item must be in its original condition — unused, unwashed, and undamaged.
• All original packaging, tags, seals, and labels must be intact.
• The item must be returned within 24 hours of delivery.
• You must present proof of purchase (order confirmation email, receipt, or invoice).

If these conditions are not met, we may be unable to process your return.

3. Items Not Eligible for Return or Refund

Please note that the following products cannot be returned or refunded, except if faulty, damaged, or not as described:

• Personalised or customised items (e.g., engraved boxes, name-printed bags, monogrammed gifts).
• Opened or unsealed products, especially fragrances, food hampers, or beauty products.
• Perishable or consumable goods (such as chocolates, cakes, or flowers).
• Gift cards and e-vouchers.
• Products missing their original packaging, accessories, or labels.
• Items that have been tampered with or altered after delivery.

4. Return Process

Here’s how to initiate a return:

1. Contact Us:
2. Send an email to info@surprises.com.ng within 24 hours of receiving your order. Include your order number, product name, and reason for return.
3. Approval & Pickup:
4. Once your request is approved, our delivery partner will contact you to arrange a pickup or provide a drop-off location.
5. Inspection:
6. Returned items are carefully inspected to ensure they meet our return criteria.
7. Refund or Exchange:
8. Once approved, you can choose a refund, store credit, or an exchange for another product.

If your return request does not meet our policy conditions, the item will be redelivered to you, and no refund will be processed.

5. Refunds

Once your return is approved, we’ll process your refund within 3 – 5 business days.

Refunds will be made through your original payment method (e.g., debit/credit card, bank transfer, or wallet credit).

Please note:

• Shipping and handling fees are non-refundable unless the product was faulty or incorrectly delivered.
• For items purchased with a gift card or promo code, refunds will be issued as store credit.
• Depending on your bank or payment provider, it may take additional time for funds to appear in your account.

6. Exchanges

If you prefer to exchange an item (e.g., for a different size, colour, or product), please mention this in your return request.

Exchanges are subject to product availability.

If the desired product is unavailable, you may choose a refund or store credit.

7. Damaged, Defective, or Wrong Items

We take quality seriously and do our best to ensure every order arrives in perfect condition.

However, if your product is damaged, defective, or incorrect:

• Contact us within 24 hours of delivery.
• Attach a clear photo or video showing the issue.
• We’ll replace or refund the item promptly at no extra cost to you.

8. Order Cancellations

You may cancel your order within 2 hours of placing it, provided it has not been processed or shipped.

Once the order is in transit, cancellation will no longer be possible — you may, however, request a return after delivery (subject to the conditions above).

To cancel, email us at info@surprises.com.ng immediately with your order number.

9. Return Shipping

• For approved returns due to product defects or incorrect delivery, return shipping is free.
• For voluntary returns (e.g., change of mind), the customer may bear the return shipping cost.

We recommend keeping your shipping receipt or waybill as proof of return until your refund is confirmed.

10. Contact Information

We’re always happy to help.

If you have any questions about this policy or need assistance with a return or refund, please reach out to our support team:

Email: info@surprises.com.ng

Phone: +234 808 841 4462

Head Office: Shop D4, Adeniran Ogunsanya Shopping Mall, Surulere, Lagos, Nigeria

Surprises by Steph

Your trusted partner in making every gift a joyful surprise.