Return and Exchange Policy – Sur Suites At Sur Suites, we are committed to providing the best quality and experience for our customers. Due to the nature and sensitivity of our food products, we clarify the following return and exchange policy: Receiving the order Due to the sensitivity of food products, the order must be received directly in hand. If the order is not received directly in hand, the store is not responsible for the condition of the product after it has been received from the shipping company. Errors in the order If there is an error in the order, please contact us within two hours of receiving the product to resolve the issue according to the store’s policy. Not receiving the shipment If the customer does not receive the shipment after two delivery attempts by the shipping company, the store is not responsible for resending the order or refunding the amount, due to the sensitivity of the product and storage and transportation conditions. There is no refund if the order has been processed or shipped to the customer. Addresses outside the delivery area If the customer provides an address outside the delivery area, the following will apply: 1. No refund If the order is shipped based on the data provided by the customer and it becomes clear that the area is outside coverage, the amount will not be refunded. 2. Reshipping (if the products are intact) If the products are in good condition and undamaged, they can be reshipped to another address within the delivery area after coordinating with customer service. 3. Additional costs The customer bears the additional shipping fees resulting from reshipping the order to the new address. Quality and packaging We always commit to safe and professional packaging to ensure the products arrive in the best possible quality. For your service Any inquiry or support, we are happy to communicate via: Customer service on the website or the dedicated support email
