In case of customized products or experiences, there may be a slight variation from the picture/video shown. We shall, however, ensure our best to keep it as close to the photograph/description as possible.
Any case of failing of any prank experience due to reasons pertaining to customer or receiver of the experience, it will not be subjected to refund.
If the receiver of the surprise is unavailable at the given address or unreachable at the time of delivery or an incorrect address has been shared, we will attempt to communicate with the receiver to ensure delivery. If the receiver is still unavailable/location is drastically different from the address shared while ordering, then surprise machi can not assure delivery on the same day.
Though we ensure 100% deliveries on time, there could be delays due to weather, calamities and other unavoidable reasons that are beyond our control. In such cases, your surprise will be delivered at the earliest.
The products are subject to availability.
The Surprises are entitled to be shot and used for marketing with the consent of the surprise giver. In case of any other issues the party is entitled to pay 30% of the order value for removal of posts or videos of the surprise.
Returns and Refunds
Customized products cannot be returned, unless there is transit damage or other defects.
In case the delivery of an experience is not upto your satisfaction, you can contact us and your complaint will be resolved on a mutually agreed manner within 7 days.
In case of purchases by credit or debit card, the refund will be credited by cheque or to the original card / account, within a period of 7-10 working days.
Orders are subject to cancellation from Surprise Machi in case of unfortunate events beyond our control. We will work on best alternative date or product.In cases where you would rather prefer a refund, we shall reimburse the entire amount paid for the product.
Refund of order cancellations from a customer’s end depends entirely on the nature of the product and the time of cancellation.
Orders once placed cannot be cancelled. We endow an opportunity of changing the product if in case you want to cancel, we will keep the amount in your account and you can redeem it towards surprise(s) within a period of 12 months from the date of order.
Gifts can be delivered to the requested address.
Please ensure the correct delivery address with phone number in your order. We hold no responsibility for any delays or non-delivery due to incorrect addresses, or in case premises are locked.