Refund policy
Returns
We accept return requests within 15 days of delivery.
To be eligible for a return, your item must be unused, in its original condition, and in its original packaging.
To initiate a return, please contact us at hello@disguisethesurprise.com with your order number and reason for the return. We will provide instructions on how and where to send your item. Please do not send items back without contacting us first.
Return Shipping
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect. We do not provide prepaid return labels for standard returns.
As a small business, we work hard to keep our products affordable and absorb a portion of the original shipping costs. For this reason, we are unable to cover return shipping for standard returns.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible so we can evaluate the issue and make it right.
Refunds (if applicable)
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for your bank or credit card company to process and post the refund.
Original shipping charges are nonrefundable. Return shipping costs are the responsibility of the customer, unless the return is due to a damaged, defective, or incorrect item.
If more than 15 business days have passed since your refund was approved, please contact us.
Sale Items
Sale and clearance items are final sale and cannot be returned or refunded, unless they arrive damaged, defective, or incorrect.
Exchanges
We replace items that arrive damaged, defective, or incorrect. If you experience an issue with your order, please contact us with your order number and a description of the problem so we can assist you.
Digital Products
Due to the nature of digital downloads, all digital product sales are final and nonrefundable once the files have been delivered or made available for download. If you experience any issues accessing your files, please contact us so we can help.