Refund and Returns

Surplus, Inc.

Surplus provides an online marketplace for consumers. Refund requests are processed by Surplus in line with e-commerce requirements and in accordance with our Terms of Service (TOS).

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Eligibility

The Buyer may be eligible for a refund for the following reasons:

• Doesn’t match listing
• Possibly not authentic/ counterfeit
• Doesn’t work
• Damaged
• Item is incomplete
• Wrong item

The Buyer must provide complete, accurate answers to specific questions about the received item and provide each specific photo requested, both of which may vary depending on the type of issue the Buyer is presenting. Other issues may be raised during this process that may/may not result in a return or refund.

Evaluation

Surplus evaluates the issue presented to determine if the item is as described or warrants a return or refund. In some cases, Surplus may share the Buyer’s Issue with the Seller to understand the Seller’s perspective in the issue evaluation process. Sellers may dispute the request and provide additional information. Surplus may also have the Buyer and the Seller discuss and attempt to resolve the issue independently. If the Buyer has a complaint about the item that falls outside of Surplus’s Refund Policy, the Seller may use discretion to accept a refund and item return due to complaints such as:

• Doesn’t fit
• Smells
• Doesn’t match listing
• Changed my mind

The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:

• Provide photos to show the entire item(s) received
• Highlight the problem area (when applicable)
• Provide photos of the packaging and full shipping label
• Serial number or IMEI number (when applicable)
• Other information as warranted

Refunds – Under Nominal Amount

Refunds under a nominal are issued as an account credit upon issue review by Surplus, expiring in 90 days, unless the Buyer requests to have the funds added to the account balance or processed back to the original form of payment. The item may not be required to be returned to the Seller. Requests for other payment forms must be made within 3 days of return approval and before credits are used.

Returns and Refunds – Over Nominal Amount

Refunds will be processed to the original form of payment no later than three (3) business days after confirmation from the Seller that the item was returned by the Buyer to the Seller.

• For approved returns, Surplus provides a free shipping label to the Buyer. The Buyer has three (3) calendar days to mail the item back or the Return can be nulled. In the event that the item is shipped but cannot be delivered to the Seller, the Buyer will be refunded 10 days after approval.
• Refunds are also issued to the cardholder if the bank or issuer provides adequate evidence that the purchase was made without the cardholder’s knowledge.
• Refunds will be processed no later than 10 days after a written refund request has been received and substantiated.
• If a refund request is received after the transaction has been processed outside of our Return Policy timeframe, a refund to the original form of payment may not be available. In that case, an account credit may be made.
• Returns are reviewed by the Seller. The Seller has 24 hours from receipt to inspect the item before the refund is issued to the Buyer.
• The Seller may file a “Return Condition Dispute” and provide evidence of the condition or other claims which will be investigated before a refund can be issued. In such cases, the item may not be eligible for a refund to the Buyer.

Return Condition Disputes

When the Seller receives an item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Surplus know that it was different from how it was sent. Sellers must request help from the Order Status Page or Help Center and completely and accurately provide the information and photos requested. Surplus agents will review the request and may provide a partial or full credit to the Surplus account.

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.