Store Policies | THE SURFACE AGENT

STORE
POLICY

We make every effort to conduct quality inspections on all items prior to delivery. However, if you are not satisfied with your purchase, your item may be replaced or refunded where applicable.

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PRICING

ALL prices are listed in Eastern Caribbean Dollars (XCD).

Prices displayed are inclusive of shipping charges to Grenada and DO NOT include Customs Duties or other import taxes. The payment of importation fees are the sole responsibility of the customer and is expected to be paid upon notice.

For estimates on Customs Duties, contact the Grenada Customs and Excise Division. To find out if you are eligible to receive Duty-Free Concessions see Duty-Free in the Info & Downloads tab). Please note, prices of our products are subject to change without notice due to any factor beyond the control of The Surface Agent, such as currency exchange rate fluctuations or increases in international shipping rates.

DISCOUNTS

Wholesale and Bulk Order price discounts are NOT applied to Samples. ALL Swatch Cards, Cut Samples, and Production Sample orders are FINAL SALE. Wholesale pricing is applied to orders no less than 20 metres total of a single style and colour. Further discounts are applied to Bulk Orders which are no less than 50 metres total. For style and colour restrictions see Orders & Returns.

SHIPPING

All shipping and handling charges are included in the prices listed on this website. For your convenience, we have included the shipping rate in the per unit cost of each item. Because we include shipping rates, the price of our items are subject to change without notice due to fluctuations in shipping and currency rates.

Tracking updates and notifications will be sent to the email address provided at the time of purchase.

Orders are fulfilled using DHL International Express and FedEx International Economy.

*The Surface Agent is not responsible for lost, damaged, stolen or delayed shipments. Any claims will be made directly to the courier service.

TRANSIT TIME

All samples and bundle orders are available for Pick-Up within 2-3 business days.

Estimated transit time for all wholesale orders is 7 - 14 business days.

Please note that estimated transit times include both order and payment processing times, and are calculated from the date payment is received.

Orders are dispatched Monday through Friday. Orders are NOT dispatched on weekends or holidays.

CUSTOMS DUTY & PICK-UP

The Surface Agent will handle all Customs Declaration needs.

Once your shipment has been processed by Customs you will be notified with payment instructions for Clearance. Be aware that delays in Customs Clearance may incur daily storage fees, as well as impact the allowed timeframe for requesting returns or replacements from our suppliers.

Please note if using Duty-Free concessions, you will still be responsible for 6% Customer Service Charge (CSC) of the Customs Valuation. See here for information on applying for Duty-Free Concession. For questions or assistance, contact info@creativeaffairs.gov.gd.

Once your import is cleared, you will receive pick up instructions for collection at our Showroom location. The Surface Agent does not currently offer delivery. Do kindly make the necessary arrangements to transport your items to your desired location.

ORDER PROCESSING

Orders placed by 4PM Monday - Thursday are processed within 48 hours.

Orders placed by 4PM on Fridays will be processed the following Monday.

Delays in order processing are possible due to; public holidays, or payment method used by the customer.

ORDER CANCELLATIONS

We are happy to cancel your order within 24 hours of being submitted.

Cancellation requests MUST be received between 8AM and 4PM, Monday - Friday.

Please note, bank transaction fees are non-refundable in the event your payment has already been processed.

ORDER MINIMUMS

There is no order minimum for Retail Samples and Bundles.

Order Minimum for Non-Stretch Vinyl is 5 yards per colour.

Order Minimum for ALL Wholesale Orders is 20 metres total.

ORDER SPLITTING MINIMUMS

20 metres : 2 x 10 metre cuts of any style, colour, or print.

50 metres : 10 x 5 metre cuts, or, 5 x 10 metre cuts of any style, colour, or print.

There is no restriction on style and colour combinations with Order Splitting. EXCEPT for Non-Stretch Vinyl fabrics which are not eligible for Order Splitting and cannot be combined with other fabric styles.

RETURNS

The Surface Agent wants you to be 100% satisfied, so as a result if you are unhappy with your order, you may submit a return claim.

Claims are accepted on the basis of; defects in quality or condition, receiving an incorrect item, or items missing from your order.

NO RETURNS are permitted on any items that have been cut, partially used, or altered in any way since delivery. ONLY defective or incorrect items will be accepted for return.

IMPORTANT: COMMERCIALLY ACCEPTABLE QUALITY

Fabrics that “do not match” or appear different in colour and texture than they do on your device screen will NOT be considered a defective or incorrect items as colour and resolution settings vary greatly from device to device. Therefore we strongly advise purchasing samples prior to placing large orders. Large production runs of some dye formulations may result in minor shade differences between batches produced. These are deemed as commercially acceptable differences. For made-to-order digitally printed fabrics, due to the way the colour is applied, there may be a possibility of fine lines or banding appearing in the print, often unnoticeable, is considered commercially acceptable quality. Refunds, reprints, or replacements will only be offered in the event the degree of variation in colour, or imperfections to any printed or foiled fabric falls outside of commercially acceptable quality guidelines.

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REPRINTS will only be offered on orders which do not pass commercially acceptable quality. ANY fabric that is cut, swatched, or altered in any way cannot be accepted for reprint. This applies to all digitally printed and foiled fabrics.

REPLACEMENTS can only be made for the exact item ordered in the same colour and finish. Replacement of any fabric is subject to supplier stock availability. In the event your item is no longer in stock you will be refunded for those specific items.

DEFECTIVE ITEMS must be returned in the same condition as received, and reasonably packaged. Fabrics that present; staining, holes, tears, or misprinted areas on the usable width will be considered defective. Note; Common occurrences during production such as scrimps, crease marks, scuff marks or machine fluid stains on the selvedge, are all considered commercially acceptable and will NOT be accepted for return.

TESTING it is the customer’s responsibility to test and sample fabrics prior to placing large orders to ensure that selections meet requirements for performance and intended application. The Surface Agent is not responsible for issues such as colour bleeding, crocking, colour-fastness, pilling, or shrinkage.

MISSING ITEMS an item is considered missing if the customer receives a lesser quantity than ordered, or, it was omitted completely by the supplier without prior notice and not deducted from the final order total. Items confirmed missing from your order will be refunded. Please allow

DAMAGED, LOST, OR STOLEN in the event items are damaged, lost, or stolen during shipment, a dispute will be raised with the courier. Please note that this process may take 1 - 3 weeks depending on the courier. The Surface Agent is NOT responsible for the refund of shipping fees, or the cost associated reshipment of packages.

RETURN CLAIMS

Prior authorisation is required before returning ANY item.

Return Claims MUST be submitted to The Surface Agent within 3 days of pick-up. Claims are processed by our suppliers within 7 - 14 business days after receipt, so it is important that you collect your order as soon after Customs Clearance as possible.

The Surface Agent is not liable for the expiration of the allotted Returns period.

To request a Return Merchandise Authorisation (RMA) number, send an email to sales@thesurfaceagent.com. You MUST include; your order number, a written description of missing items or defects present, along with clear photo or video evidence, to receive authorisation for a return.
Return your item to The Surface Agent in the same condition as sent, and reasonably packaged with your RMA number clearly displayed.
If your claim is accepted by our suppliers your item will be replaced free of charge.

If your claim has been rejected by our suppliers, and you do not wish to keep your item, you may opt to resell to The Surface Agent dead-stock program. Shipping fees, Import Duties, Taxes, plus a 25% restocking fee will be deducted from the resale offer.

REFUNDS

NO refund is processed without receipt of all defective or damaged items. Supplier inspections of defective or damaged items may take up to 30 days as items must be returned to their warehouses. If approved, refunds will be credited to your account, or in the original method of payment. The time it takes to receive your refund will depend on your financial institution policies.

Shipping charges may ONLY be refunded if the courier accepts full liability for damages caused, or loss incurred during shipment.

For ANY return, customers are responsible for all related Import Duties, Taxes, and Shipping charges. These charges will be deducted from your refund total.

Please note; reimbursements for these charges can be pursued independently through the Shipping Courier or Customs Department by the customer and are not the responsibility of The Surface Agent.

STORE POLICY

We make every effort to conduct quality inspections on all items prior to delivery. However, if you are not satisfied with your purchase, your item may be replaced or refunded where applicable.

DISCOUNTS

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STORE
POLICY