Refund policy

At Surevia, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

14-Day Return Policy

We offer a 14-day return policy, which means you have 14 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 or call us toll-free at 1-855-837-7555.

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 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 as soon as possible if your item is damaged, defective, or incorrect.

We will review the issue and work with you to make it right as quickly as possible. We may request photos or other information to help us assess the issue.

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 return request.

Exchanges

The fastest way to exchange an item is to return the original item once the return has been 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.

If approved, your refund will typically be processed to your original payment method within 5–7 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 and you have not received it, 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 may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable consumer protection laws.

Returned items must be in the same condition in which they were received, unused, with all original parts, accessories and packaging, and accompanied by proof of purchase.

Nothing in this policy limits any mandatory consumer rights that may apply in your country or region.