Surterra offers hassle-free returns on products returned within 30 days of purchase. All returns are issued as store credit only. Cash refunds or milligram/ounce reversals are not offered and will only be considered in rare, extenuating circumstances. If you believe your situation qualifies, please contact Customer Care to request a review—this process may take several days.
Please note: Guests with returns must provide original packaging with their return item. Only one return transaction can be processed per order. If you’re returning multiple items from the same purchase, all items must be brought back at the same time. We strongly encourage you to inspect all the products in your order before returning it to the store.
If you purchased multiple units of the same product and only returned one, any remaining items from that purchase will not be eligible for return later.
For example: A customer buys two vape carts during a single shopping trip. After leaving the store, they find one vape isn’t working and return it. The return is processed without issue. A few weeks later, they realize the second vape is also defective. However, because the return transaction for that order has already been completed, the second vape cannot be returned.
If both defective vapes had been brought in together, they both could have been replaced. This is why it’s essential to check all items in your order —especially if you notice an issue with one.
Returns After 30 Days
Returns must be requested within 30 days of purchase. Any returns requested after the 30-day window will be reviewed on a case-by-case basis.
Questions?
If you need assistance or clarification, please reach out to Customer Care. We're here to help. Call us at (850) 391-5455, or contact us via email or web chat.
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