Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed, or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at merchandise@surrey.ac.uk. Items sent back to us without first requesting a return will not be accepted.

FREE Returns to The Hideout Café:

If you are using this service, please take your returned item(s) to The Hideout Café (University of Surrey, Guildford, Surrey, GU2 7XH). Once the returned item(s) have come back to our team, you will receive an email notification confirming that your refund has been issued.

Returns by post (shipping cost paid by the customer):

For returns by post, you will need to to send your item(s) to the following address: University of Surrey Merchandise, University of Surrey, Guildford, Surrey, GU2 7XH, UK. 

Customers are responsible for the return shipping costs, unless you are returning faulty items. If this is the case, please email us to arrange this for you before you send the item(s) back to us. 

You can always contact us for any return question at merchandise@surrey.ac.uk.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items:

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Lab Coats and Safety Glasses
For hygiene and safety reasons, lab coats and safety glasses cannot be returned or exchanged if they have been worn. Please ensure sizing and suitability before use, as we are unable to process refunds or exchanges for used items.

Gift Cards:

We do not accept returns on gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at merchandise@surrey.ac.uk.