Last updated: 12 October 2026
At SURZ, we want you to love what you buy. If something isn't quite right, our returns policy is designed to give you the time and flexibility to make the right decision.
Our policy applies to purchases from both the main SURZ collection and SURZ Outlet, subject to the terms below and your statutory consumer rights.
We offer a 30-day returns window from the date you receive your order.
For orders placed during December, we extend the returns deadline to 31 January to give you extra flexibility over the Christmas period.
To qualify for a change-of-mind return, please contact us within the applicable returns period and follow the return instructions we provide.
These timeframes are our customer-friendly returns policy. Your statutory cancellation rights for online purchases may apply separately, and nothing in this policy limits those rights.
We know Christmas can be a busy time, especially when buying gifts.
For orders placed during December, the returns deadline is extended to 31 January following the purchase.
For example, an order placed on 18 December can be returned under our extended policy until 31 January of the following year, provided the item meets the applicable return conditions.
The extended deadline does not remove your statutory rights if an item is faulty, damaged or not as described.
Returning an item is straightforward.
Email sales@surz.co.uk with your order number and details of the item you wish to return.
Package the item securely and include your order details, if possible. Please ensure that the item meets the condition requirements in section 4.
We will confirm the return arrangements and the appropriate return address.
Unless we agree otherwise, customers are responsible for the direct cost of returning an item for a change-of-mind return. Where an item is faulty, damaged or incorrectly supplied, SURZ will cover return costs where required by law.
We recommend using a tracked delivery service and keeping your proof of postage until your return has been resolved.
Please do not send returns to an address without first confirming the correct arrangements with us.
To help us maintain the quality of our clothing for all customers, returned items must be in a condition suitable for resale, subject to your statutory rights.
Items must not show signs of being worn or used beyond reasonable inspection. In particular, returned clothing should be:
You may try on clothing to check its fit, as you would in a shop. Please do so carefully and avoid applying makeup, perfume or products that could mark or affect the garment.
Items that have clearly been worn, washed, damaged or marked may not qualify for a change-of-mind return. Where the law permits, we may make a reasonable deduction if handling has reduced the item's value beyond what was necessary to inspect it.
We will assess returned items fairly and contact you if there is a concern about their condition.
Important: These condition requirements do not remove your statutory rights if an item is faulty, damaged on arrival or not as described. We will assess those cases in accordance with applicable consumer law.
Once your return has been approved, we will process your refund to your original payment method wherever possible.
For returns under our additional 30-day policy, we will explain the refund arrangements when confirming your return.
For statutory cancellations, refunds will be handled in accordance with applicable law. This generally includes the cost of the goods and, where required, the cost of the least expensive standard delivery option originally offered. Additional charges for a more expensive delivery option do not normally need to be refunded.
Where permitted by law, we may wait until we receive the returned goods or you provide evidence that they have been sent back before issuing a statutory cancellation refund.
Your payment provider may take additional time to show the refund in your account.
We will not charge a fee simply for processing a refund.
We're sorry if something isn't right with your order. If an item arrives faulty, damaged or different from what you ordered, please contact sales@surz.co.uk with your order number and a description of the issue. Photographs can also be helpful.
We will review the issue and explain the next steps.
Your legal rights may entitle you to a refund, repair, replacement or another remedy depending on the circumstances and how long you have had the item.
We will not apply our usual change-of-mind condition requirements in a way that unfairly restricts your statutory rights. Where an item is faulty or incorrectly supplied, we will cover return costs where required by law.
Our SURZ Outlet range may include discounted, end-of-line or limited-availability items.
The same 30-day returns window and December Christmas extension apply to Outlet purchases, subject to the conditions of this policy.
Outlet items must meet the applicable return condition requirements for change-of-mind returns. Any known faults or imperfections relevant to the purchase should be clearly described before the item is bought.
Buying an item at a discounted price does not remove your statutory consumer rights.
If you would prefer a different size or item, contact us to check availability.
If an exchange is not available, you may be able to return the item under this policy and place a new order.
The item must meet the relevant return conditions, unless your return relates to a fault or another circumstance in which different statutory rights apply.
UK consumer law provides limited exceptions to the usual right to cancel an online purchase. These may include certain personalised goods and some sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
We will only rely on an exception where it legally applies and will explain any relevant restrictions before purchase where required.
These exceptions do not remove your rights regarding faulty or misdescribed goods.
If you wish to cancel an order before dispatch, please contact us as soon as possible and provide your order number.
We will do our best to stop the order from being sent. If it has already been dispatched, we will explain the appropriate cancellation and return process.
Your statutory cancellation rights remain unaffected.
If you have questions about a return, refund or exchange, please contact:
Email: sales@surz.co.uk
Please include your order number so we can help you as quickly as possible.
We aim to treat every customer fairly and resolve issues in a friendly and practical way.
Nothing in this policy is intended to limit or exclude your rights under applicable UK consumer law.
For further information, visit the UK Government's guidance on online and distance selling and the Consumer Contracts Regulations 2013.
SURZ — Inclusive fashion. Personal style. Confidence for everyone.
