Return & Exchanges

Return & Exchange Policy – SUREVIOLET

Effective Date: [Date]

Brand Name: SUREVIOLET
Contact Email: info@sureviolet.com
Contact Phone: +852 5687 0940
Business Address: B27, Shing Lee Commercial Building, 8 Wing Kut Street, Central, Hong Kong
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Hong Kong Time)

1. Overview

At SUREVIOLET, we want you to love your new handbag. If you are not completely satisfied with your purchase, you may return or exchange certain items within the specified timeframe, subject to the conditions below.

For any return or exchange inquiries, please contact us at info@sureviolet.com before sending back any item.

2. Return & Exchange Eligibility

To be eligible for a return or exchange, items must meet the following conditions:

Condition	Requirement
Timeframe	Within 14 days from the delivery date
Condition	Unused, unworn, and in original condition with all original packaging (dust bag, tags, box, etc.)
Exclusions	Custom-made bags, personalized items, and items marked as "Final Sale" or "Clearance" are non-returnable

Important for handbags: Bags that have been used, worn, or show signs of handling (e.g., scuffs, stains, scratches) cannot be returned unless they are defective.

3. How to Initiate a Return or Exchange

Step 1: Contact our customer service team at info@sureviolet.com with the following information:

Your order number
The item(s) you wish to return or exchange (e.g., "Women's Leather Tote – Black", "Crossbody Bag – Beige")
Reason for return/exchange
Photos of the item (for damaged or defective cases)

Step 2: We will review your request and provide you with a Return Merchandise Authorization (RMA) number, along with return instructions.

Step 3: Package the item securely in its original packaging. Include the RMA number on the outside of the package.

Step 4: Ship the package to the return address provided by our team.

Important: Please do not send any item back without first obtaining an RMA number. Unauthorized returns may be refused or delayed.

4. Return Shipping Address

After we approve your return request, we will provide you with the specific return address. The general address is:

B27, Shing Lee Commercial Building
8 Wing Kut Street
Central, Hong Kong

Please always wait for our confirmation before sending your return package.

5. Return Shipping Costs

Return Reason	Who pays shipping?
Defective item / Wrong item sent	SUREVIOLET (we will provide a prepaid label or reimburse you)
Changed mind / Doesn't fit / Not satisfied	Customer (you are responsible for return shipping costs)

Important: We recommend using a trackable shipping service for return packages. We are not responsible for items lost during return transit.

6. Exchange Policy

We offer exchanges for the following cases:

Color exchange: Different color of the same bag (subject to availability).
Style exchange: Different handbag style (subject to price difference).

Exchange process:

Contact us at info@sureviolet.com to request an exchange.
Ship the original item back (at your cost for standard exchanges).
Once we receive and inspect the returned item, we will process the exchange and ship the new item to you.

If the new item is more expensive, you will need to pay the difference. If it is less expensive, we will refund the difference.

7. Refund Process

After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to the original payment method within 7–10 business days.
Shipping costs (original) are non-refundable unless the item was defective, incorrect, or damaged in transit.
Return shipping costs are non-refundable unless the item was defective, incorrect, or damaged in transit.

Please allow your bank or credit card provider additional time for the refund to appear in your account.

8. Damaged or Defective Items

If your handbag arrives damaged (e.g., torn stitching, broken strap, missing hardware, or stains), please:

Contact us immediately at info@sureviolet.com within 48 hours of delivery.
Include clear photos of the damaged item and the packaging.
Do not use the item.

We will arrange a replacement or full refund at no cost to you, including covering return shipping.

Note: Minor manufacturing imperfections (e.g., slight color variations, small loose threads) are not considered defects.

9. Exceptions / Non-Returnable Items

The following items cannot be returned or exchanged:

Custom-made or personalized bags (e.g., custom sizes, custom designs, embroidered initials)
Items marked "Final Sale" or "Clearance"
Bags that have been used, worn, or damaged by the customer
Items without original packaging or tags
Items returned after 14 days

10. International Returns

For international customers:

Return shipping costs and any customs fees/duties are the responsibility of the customer for non-defective returns.
We recommend clearly marking the package as "RETURNED GOODS" to avoid customs charges.
For defective or damaged items, please contact us first – we may provide a return label or arrange a local return.

11. Processing Time

Request Type	Processing Time
Return request confirmation	1–2 business days
Inspection of returned item	3–5 business days
Refund processing (after approval)	7–10 business days
Exchange shipping	3–5 business days after receiving the original item

12. Contact Us

If you have any questions about our Return & Exchange Policy, please contact us:

Email: info@sureviolet.com
Phone: +852 5687 0940
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Hong Kong Time)
Address (for correspondence – do not send returns here without prior approval):
B27, Shing Lee Commercial Building, 8 Wing Kut Street, Central, Hong Kong