Returns and Refund Policy

Surplus-GY is a marketplace. Each order is sold by an independent vendor, so returns are handled by the vendor you bought from, within the rules set out here. Where you and a vendor cannot agree, Surplus-GY will step in and decide.

THE RETURN WINDOW
You have 14 days from delivery to start a return. After 14 days a vendor is not obliged to accept one, though many will.

CONDITION
The item must be unused, in the condition you received it and in its original packaging. You will need your order number or another proof of purchase, which may be an emailed confirmation.

HOW TO RETURN SOMETHING
Start the return from your order in your account. The vendor receives it and tells you where to send the item, because the goods are theirs and they hold the stock. Do not post anything before the vendor has given you a return address.

Unless the item is faulty, not as described or the wrong item, you pay the cost of returning it. Where the vendor is at fault, they cover it.

RESTOCKING
A vendor may apply a restocking fee of up to 10% on a change-of-mind return. It cannot be charged where the item is faulty, damaged in transit, not as described or the wrong item, and it must be shown before you confirm the return.

REFUNDS
Once the vendor has the item back and has checked it, your refund goes to your original payment method. How long it then takes to appear depends on your bank or card issuer.

If a vendor does not respond, refuses a return you believe is valid, or the item never arrives, contact us at customerservice@surplusgy.com and we will review it. We can hold or recover a vendor's payout while a case is open, and our decision is final on the platform.

WHAT CANNOT BE RETURNED
Perishable goods such as food and drink. Items damaged by misuse, accident, fire, flood or other natural disasters. Items that failed because they were used on a voltage or circuit they were not designed for. Items returned incomplete, for example missing cords, plugs or remotes. Delivery, installation and labour charges are also non-refundable once the work has been done.

FAULTY ITEMS AND WARRANTY
An item that fails after the 14 day window is covered by the manufacturer's warranty where one applies, for the period the manufacturer states. Warranty claims go to the vendor who sold the item, and you will need your order number. A warranty does not cover damage from misuse, accident, fire, flood, voltage fluctuation, improper installation, attempted repair, neglect, or an item whose factory seals or serial numbers have been removed or defaced.

CONTACT
Surplus GY, 45 Evans Street, Charlestown, Georgetown, Guyana. Email customerservice@surplusgy.com.