Refund & Cancellation Policy

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.

Order cancellations

• 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.

Delivery

• 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.