Refund policy

At Surevia, we want you to love your purchase. If you are not completely satisfied, we’re here to help.

30-Day Return Policy

We offer 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 unused and in the same condition that you received it

  • Be in its original packaging

  • Include all original parts, accessories, manuals, and tags

  • Include proof of purchase or order confirmation

Returns that show signs of use, damage, or missing parts may not qualify for a full refund.

To start a return, please contact us at support@surevia.ca.

If your return request is approved, we will provide instructions on how and where to send your package.

Please note:

  • Items sent back without prior return authorization will not be accepted.

  • Return shipping addresses may vary depending on the supplier or product ordered. The appropriate return address and instructions will be provided once your return request has been approved.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged

  • The item is defective

  • The wrong item was received

Original shipping charges (if applicable) are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival and contact us immediately if your item is damaged, defective, or incorrect. We will evaluate the issue and work to make it right as quickly as possible.

Non-Returnable Items

Certain items cannot be returned, including:

  • Opened or used personal-use or hygiene-related items

  • Customized or personalized products

  • Gift cards

  • Final sale or clearance items

If you have questions about whether your item qualifies for a return, please contact us before submitting a request.

Exchanges

The fastest way to exchange an item is to return the original item (once approved) and place a new order separately.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Please allow 3–5 business days for returns to be inspected after delivery to the designated return facility.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us at support@surevia.ca.

Refused Deliveries & Incorrect Addresses

Orders refused by the customer or returned due to an incorrect or incomplete shipping address may be subject to return shipping and handling fees.

European Union 14-Day Cooling Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

To qualify, the item must remain unused, in its original packaging, and accompanied by proof of purchase.