Refund policy
Returns & Refunds
At AshSurge, we ship to customers in multiple countries and regions. You can contact us to request a return within 14 days after delivery, regardless of where your order was delivered. This policy applies to purchases made on ashsurge.com and its regional storefronts. Your rights under applicable consumer law are not limited by this policy.
How to request a return
- Email hello@ashsurge.com within 14 days after delivery. Include your order number and the item you want to return. You do not need to give a reason for a change-of-mind return. If an item is damaged, defective, or different from what you ordered, please describe the problem and include photos if possible.
- We will reply with return instructions and the correct return address for your order. Please contact us before sending anything back so your parcel goes to the right location. The return address may differ from our registered business address in Hong Kong.
- Send the item back within 14 days after receiving our return instructions, unless applicable law gives you longer. We recommend using a tracked shipping service and keeping your proof of postage.
Condition of returned items
For a change-of-mind return, please handle the item only as needed to inspect its nature, characteristics, and fit, as you would in a store. Keep any tags and packaging where reasonably possible. We may reduce the refund for loss in value caused by handling beyond what is needed to inspect the item, where permitted by law. These conditions do not limit your rights if the item is faulty, damaged, or not as described.
Some items may be exempt from change-of-mind returns under applicable law, such as sealed goods that are unsuitable for return for health or hygiene reasons after the seal is broken. We will identify any applicable exemption before purchase where required. Your rights concerning faulty or misdescribed goods still apply.
Return shipping and exchanges
If you change your mind or order the wrong size, colour, or style, you pay the return shipping cost. We will tell you the return destination before you send the item. If an item is damaged, defective, or different from what you ordered, we will cover the reasonable return shipping cost and arrange a replacement or refund in accordance with applicable law.
If you want a different size or colour, please request a return and place a new order. If we sent the wrong item or a faulty item, contact us so we can arrange a suitable remedy.
Refunds
We will confirm by email when we receive your return or proof that you sent it. Refunds are made to the original payment method. We normally process an eligible refund within 5–10 business days after receiving and checking the returned item, and your bank or card issuer may take additional time to show it. If applicable law requires an earlier refund, we will follow that deadline.
EU and UK customers
If your order is delivered to the European Union or the United Kingdom, you may withdraw from an eligible online purchase by notifying us within 14 days after delivery, without giving a reason. You then have another 14 days to send the goods back. You may inspect the item as you would in a store; opening ordinary packaging or trying on clothing does not by itself remove this right. Legal exceptions may apply, including to certain sealed hygiene goods after unsealing.
For a valid withdrawal from the whole order, we will refund the item price and the cost of our least expensive standard delivery option, if you paid for delivery. You pay the direct return shipping cost unless we agree to cover it. We will refund you without undue delay and within the applicable 14-day legal period; we may wait until we receive the goods or evidence that you sent them back. This withdrawal right is separate from your rights if goods are faulty or not as described.
Contact
AshSurge is operated by Ashsurge Limited (灰燼湧動有限公司), Hong Kong. For return instructions or questions, email hello@ashsurge.com. Please use the return address provided by our customer service team for your order.