Surple Refund & Cancellation Policy

Effective Date: 29 October 2026 Last Updated: 29 October 2026

This Policy explains cancellations and refunds for (1) manufacturing orders that brands place with factories through Surple, (2) printed products bought by individuals, (3) AI generation credits and (4) subscription plans. It should be read together with our Terms of Service and, for manufacturing orders, our Surple Pay Terms.

Nothing in this Policy limits a mandatory right you have under the law of the country where you live.

1. Manufacturing Orders (Brands and Factories)

Surple Pay is launching soon. Surple Pay, the service through which Surple collects, holds and pays out money for manufacturing orders, is not yet available: our payment service provider has not yet approved it. Until Surple Pay is made available for an order, the payment terms for that order are agreed between the brand and the factory and stated on the order, and Surple does not collect, hold or refund that money. The cancellation rules below apply to every manufacturing order; the rules on held money and on refunds sent by Surple apply to orders paid through Surple Pay. On an order not paid through Surple Pay, the factory makes any refund due.

1.1 Before you pay

A brand can decline a quote, or withdraw an accepted order before paying anything, at no charge.

1.2 Cancellation before production

Before production starts, the brand may ask to cancel an order in Surple. If the factory accepts the request, or does not answer it within 2 business days, everything the brand has paid is refunded in full. If the factory answers within 2 business days that it has already started work, it may deduct the costs it has already incurred for the order and shows evidence of, such as materials bought for it; the rest is refunded. If the brand disputes those costs, the dispute process in section 6 of the Surple Pay Terms applies. Surple's service fee is refunded in proportion to the amount refunded.

Once production has started, an order can be cancelled only by agreement between the brand and the factory, or under sections 1.3 and 1.4.

1.3 If the brand does not pay the balance

Orders under US$1,000 are paid in full up front. Orders of US$1,000 or more are paid as a 30% deposit before production starts and the 70% balance when the goods pass final inspection, before shipment. If the balance is not paid within 7 business days after the goods pass final inspection, Surple reminds the brand and the goods do not ship. If it is still unpaid 7 business days after that, the factory may cancel the order; the deposit is then paid to the factory for the work done, and anything else Surple holds is refunded to the brand.

1.4 If the factory cannot deliver

If the factory cancels, misses the agreed delivery without the brand's agreement, or the goods fail final inspection and are not reworked to the approved standard, the brand can ask for the order to be cancelled, and everything Surple holds for it is refunded.

1.5 Problems after delivery

The inspection window is 7 business days. It starts when the goods are delivered to the brand or, on EXW or other collection terms, when the factory makes the goods available for collection and notifies the brand. During the window the brand can report a problem (not received, damaged, wrong items, short quantity, or not matching the approved sample) with photos or other evidence. The factory can respond, offer a refund or accept the brand's request; if they do not agree, Surple proposes an outcome and, if needed, decides. Agreed or decided refunds come out of the money Surple still holds. The factory is paid only after the inspection window ends with no problem open. The full process is in section 6 of the Surple Pay Terms.

1.6 Refunds of money already paid out

Surple holds payments until the inspection window ends precisely so that refunds can be paid from money it still holds. If a refund is due on money already paid out to the factory, Surple will ask the factory to return it and take reasonable steps to recover it, but the refund of money already paid out depends on what Surple recovers. The brand keeps every right it has against the factory, which is the seller of the goods, and Surple will give the brand the order's records (the quote, sample approval, inspection results, shipping documents, messages and evidence) to support a claim. The surest protection is to check the goods and report any problem within the inspection window, while the money is still held.

1.7 Samples

Sample orders follow the same rules. Where the quote says so, the cost of a paid sample (not its shipping) is credited against a later production order with the same factory.

1.8 How refunds are paid

Refunds go back to the card or bank account the brand paid from. We send refunds of money Surple holds within 7 business days of the cancellation, agreement or decision; the time a refund then takes to arrive depends on the brand's bank or card issuer.

2. Printed Products for Individuals

Each printed product is made specifically for you after you order ("made to order"), from the design you chose.

• Because products are custom-made, we do not accept returns or give refunds for a change of mind once production has started.
  • For EU/UK customers: the right of withdrawal does not apply to goods made to your specifications or clearly personalised. By ordering a custom product, you acknowledge this exemption applies.
• Group and campaign pre-orders. When a group sells against a unit minimum, your card is authorised but not charged until the minimum is reached, under the rules shown at checkout. If the minimum is missed by the deadline, the authorisation is released. The ship-by date on the campaign page is the date we aim to ship; if it moves, the page shows the new one. See also our Group & Campaign Purchase Terms.
• Defective, damaged or incorrect items. If your order arrives damaged, defective or different from what you ordered, contact [email protected] within 30 days of delivery with your order number and photos. We will reprint or replace the item, or refund it.
• Lost or significantly delayed shipments. If tracking shows your order as lost, or it has not arrived within a reasonable time after the estimated delivery date, contact us and we will offer a reprint or a refund.
• Returns. We do not usually need defective items back. If we ask for a return, we cover reasonable return shipping for confirmed defects.

3. AI Generation Credits

• Credits used to generate a design are non-refundable, because the service has been performed.
  • For EU/UK customers: digital services performed immediately are exempt from the 14-day withdrawal right once performance begins, provided you consented to immediate performance and acknowledged losing the withdrawal right, which we ask for before generation starts.
• Unused credits may be refunded on request within 14 days of purchase. Requests after 14 days are reviewed case by case.
• Promotional or free credits have no cash value and are non-refundable.

4. Subscription Plans

• Billing. Subscriptions renew automatically at the end of each billing period at the current price until cancelled.
• Price changes. We give at least 30 days' notice of a price increase before it applies to your next renewal.
• Cancellation. You can cancel at any time in your account settings or by emailing [email protected]. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• No prorated refunds, except where the law requires them.
• Free trials, if offered, convert to a paid plan at the end of the trial unless cancelled before; the trial terms are shown at sign-up.

5. How to Ask for a Refund

For a manufacturing order, report the problem on the order page in Surple. For anything else, email [email protected] with your order number or account email and a description of the issue. We reply within 2 business days and resolve most requests within 7 business days.

6. Chargebacks

Please contact us before disputing a charge with your card issuer: most issues are resolved faster directly, and for manufacturing orders paid through Surple Pay the money is still held. A chargeback for a payment you authorised and received value for may lead to your account being suspended while it is resolved.

7. Changes to This Policy

We may update this Policy. Changes apply to orders placed after the update.

8. Contact

Surple, Inc., a Delaware corporation, USA
Registered office: 131 Continental Dr Suite 305, Newark, DE 19713, United States
EIN: 37-2248237
Email: [email protected]
Phone: +1 (628) 800-7088
Support hours: Monday–Friday, 9 am–5 pm US Eastern Time