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Refund & cancellation policy

Last updated: 29 October 2026

This policy explains cancellations and refunds for (1) the Network plan, (2) Surple Factory plans, the factory software subscription, and (3) Surple deals: manufacturing orders that brands place with factories through Surple. The rules for Surple deals are those of Surple's Refund & Cancellation Policy and the SurplePay Terms, published at surple.ai. Nothing in this policy limits a mandatory right you have under the law of the country where you are based.

1. The Network plan

Joining the Surple network and the Network plan are free: there is no joining fee and no subscription for network orders, so there is nothing to cancel or refund. On network orders, Surple's service fee is 5% of the order value, taken from the factory's payout on deals paid through SurplePay. There is no fee when there is no deal, and money refunded to a brand carries no fee: Surple's fee is refunded in proportion.

2. Surple Factory plans

Every plan and its price is on the pricing page.

3. Surple deals

SurplePay is launching soon. SurplePay, 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 SurplePay 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 SurplePay. On an order not paid through SurplePay, the factory makes any refund due.

Before the brand pays

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

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 the SurplePay 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 as described below.

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.

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.

Problems after delivery, and disputes

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 has 3 days to respond: give its side, 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.

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.

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.

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.

4. How to ask for a refund

For a Surple deal, the brand reports the problem on the order in Surple, and the factory answers it on the deal in Surple Factory. For anything else, email support@surple.ai with your company name or account email and a description of the issue. We reply within 2 business days and resolve most requests within 7 business days.

5. Chargebacks

Please contact us before disputing a charge with your card issuer: most issues are resolved faster directly, and for manufacturing orders paid through SurplePay 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.

Related policies

Shipping & delivery policy, Surple Factory terms and, at surple.ai, the SurplePay Terms and Surple's Terms of service.

Contact

Surple, Inc. (a Delaware corporation, USA)
Registered office: 131 Continental Dr Suite 305, Newark, DE 19713, USA
EIN: 37-2248237
Phone: +1 (628) 800-7088
Email: support@surple.ai
Support hours: Monday to Friday, 9 am–5 pm US Eastern Time
Contact page: surple.ai/contact