Terms & conditions

These shopping terms and conditions apply to any private purchase with www.surpasofficial.com When you order goods from us, you accept our terms and conditions to form a legally binding agreement between Trimtex Europe OÜ and you as our customer. 

When shopping from Surpas, you can choose whether to register as a customer, or to shop as a guest. You can create an account under “My account” or when you are making your first purchase. You need a valid e-mail address to register. We deliver to all counties that are available at checkout. You need to be 18 years or older to shop with us. When shopping with us, you are obliged to provide your e-mail and phone number. 

Shopping with Surpas is safe, and you can choose several secure payment methods. All prices are stated in Euros. Depending on chosen payment form, a payment fee may also be added.

You can use Visa and MasterCard. When shopping in our web shop, the purchase sum will first be reserved, and the money is only credited to your account once the order has shipped.

Offers are valid while stock lasts and within the timeframe stated in the relevant campaign. Errors in stock counts and erroneous pricing due to technical web shop errors may occur. Discount codes are only valid for full-price goods, unless otherwise stated. Certain discount codes are personal, and we reserve the right to decline certain orders and cancel discount codes if we suspect they are being abused. Unless otherwise stated, only one discount code can be used per order.

Your shipment will be sent to the nearest Post office, mail-in-store or other point of mail delivery. You will receive an SMS message and/or a delivery slip once the shipment has arrived and is ready for collection.

At www.surpasofficial.com, we have the utmost respect for your desire to protect personal data online. We are aware of the need for suitable protection and responsible handling of all personal data we receive. We handle personal information in accordance with the current laws. If you find our privacy policies unacceptable, we ask you not to use this website. 

 To make a purchase with us, we need the following information: Name, address, phone number and e-mail address. We register your personal information in order to be able to send your item(s) to you. All personal information is registered by Surpas and stored for five years, at which point the information is deleted. When personal information is gathered through our website, we ensure that it always happens with your expressed consent, ensuring that you are informed about exactly what information we gather and why. 

The employees of the company have access to personal information gathered through www.surpasofficial.com. Furthermore, certain entrusted third parties may use your personal information in order to deliver item(s) or provide service(s) you have ordered. These persons have signed a non-disclosure agreement and are not at liberty to use personal information for other purposed. Information given to Surpas will never be handed over to or sold to third parties, and we never register sensitive information. When signing up for our newsletter, we register your e-mail address. Your e-mail address will not be passed on to others. We are happy to inform you about what information we have stored about you. If you wish to receive a copy of this information, e-mail us at sales@surpasofficial.com This might incur a minor administration fee, in order to cover the costs of sending you the registered information. Incorrect information can be deleted or changed. 

A cookie is a small data file we store on your computer to keep track of while you visit our website and in order to recognise your computer. Cookies are necessary in order to make the website work and help us get an overview of your website visit, enabling us to constantly optimise and adapting the website to suit your needs and interests. For instance, cookies remember what you have put in your basket on previous visits, if you are logged in, and what language and currency you prefer to use on our website. Furthermore, cookies help us measure website traffic, enabling us to know how many people visit our website so that we can document this to the parties who advertise with us. We also use cookies to target ads, so that we can show you the ads we believe to be the most relevant.

Surpas offers a 2-year warranty on all products. The guarantee does not apply to deviations due to normal wear and tear or errors in use. If you discover errors and omissions in the shipment or other discrepancies on the product, we would like you to let us know as soon as possible and within a reasonable time, no later than three months after you have received the item

If you receive the wrong item, or a damaged or otherwise lacking item, we kindly ask you to get in touch by e-mailing sales@surpasofficial.com, and we will find a solution. You may register a complaint within 24 months from the time of delivery. You can complain no later than two years after you received the item. We require that all complaint products are washed before they are sent back to us. Depending on the inquiry, we will consider whether a complaint will be granted and whether we can repair the product or whether we will send you a new one. www.surpasofficial.com always follows the European Purchasing Laws. We ask you to tell us about the issue in all relevant detail. Feel free to fill in the return slip, stating all details of the issue. If the complaint is valid, we will refund any reasonable shipping costs. Remember that the item must always be shipped securely wrapped, and make sure you get a receipt of sending. Save your mailing receipt, including shipping costs and any shipping numbers. In accordance with the Purchasing Law, the customer is responsible should the item be damaged or disappear due to insufficient packaging

DELIVERY

We normally pack and ship your products the same day as the order is made, except in weekends where we send the following Monday. Normal delivery time is 2-6 working days, depending on the distance from our warehouse in Estonia.

SHIPMENT INFORMATION

On orders with order value above 150 EUR we offer free delivery to all countries inside EU. Otherwise, you pay 10 EUR for shipping. For countries outside EU shipping cost is 20 EUR and we offer free shipping for orders above 250 EUR.  

Packages are shipped with DHL and Trimtex cover all fees/taxes/VAT for the order. Orders with shipment to selected countries which DHL don’t offer their service to will stopped and customer contacted by our customer service (for example shipment to Russia, Belarus, North Korea etc. is not possible). 

These shopping terms and conditions apply to any purchase with www.surpasoffical.com When you order goods from us, you accept our terms and conditions to form a legally binding agreement between Trimtex Europe OÜ and you as our customer. 

COOLING-OFF PERIOD (VALID FOR PRIVATE CUSTOMERS)

Surpas operates with a 30-day cooling-off period, starting the day you or your representative (though not the shipper) physically receives the goods (in case of partial deliveries, the final goods). In order to use the cooling-off period and return your purchase, it's vital that you let us know within 30 days of receipt. You don't need to state a reason for cancelling your purchase. If you wish to cancel your entire order, you will be debited what you are owed no later than 14 days after we receive the returned goods. You will receive an e-mail once we have processed your returned goods. If you used a card to pay, the money will be debited to the card you charged your purchase to. You can use your cooling-off rights by notifying us, for instance by sending us an e-mail or fax stating that you wish to cancel your purchase. You cannot cancel your purchase by refusing the parcel or by not collecting your parcel if you do not also notify us of your cancellation. While you may use the standard form provided by the law, this is not mandatory. You find the cancellation form at the end of your order confirmation. We consider the cooling-off period as honoured if you notify us of your cancellation within the 30-day limit as stated above. 

 RETURNS AND COST OF RETURNS 

 If you have cancelled your purchase, you are obliged to return the item to us without delay and no later than 14 days after informing us that you wish to cancel your purchase. We consider the time limit as approved if you return the goods before the 14 days have passed. You are responsible for the cost of return. 

Please register your return on:

https://returns.surpasofficial.com/ And follow the instructions. 

You are responsible for any devaluation of the item due to other handling than what we consider necessary to establish the nature, properties, and functionality of the item. We normally expect you to examine the item like you would and should in a physical store, but you are not allowed to start using the item. Should you have used the item in any way, so that we cannot resell the item, or cannot charge full price for the item, you must expect us to subtract the devaluation of the item from the amount we refund you. There can be no smell or stains on the item. If the item is no longer sellable, we will not refund the purchase sum. You need to return the item in the original packaging, and all tags and labels must be attached to the item. Furthermore, you should ensure that the item is properly wrapped for shipment. You are responsible for any risks to the parcel and items until we have received it. For this reason, it's important that you save your postal receipt and shipment number. 

 Once we have received your return, we will refund the payment we have received from you, including any shipment costs (with use of return label subtracted, if relevant). Delivery costs are only refunded if the entire order is cancelled. If you have chosen a form of delivery more expensive than the cheapest mode of delivery we offer, any extra expenses will not be refunded. We issue refunds without any unnecessary delays and under no circumstance later than 14 days after the date we received your notification of cancellation. We might, withhold the refund until we have received the items in return, or until you have provided evidence of returning the items. If you paid using a card, we will refund to the account linked to the card you used to make your purchase. 

Delivery

Lead time for delivery on customized orders is normally 5-8 weeks and you will be informed of the precise lead time when your order is confirmed. 

We point out that the purchase of specially manufactured goods does not have the right of withdrawal cf. the exception in the Law of Obligations Act §53 “(4) The right of withdrawal provided for in subsection 1 of § 56 of this Act shall not apply to contracts the object of which is, (3) for delivery of goods manufactured according to the conditions established by the consumer”