Return & Refund

There is a specific order juncture that we follow :

Confirming the order : 

• When a customer places an order, an email is sent to them by Surya Exporters which confirms the order placed by the customer. There is another email that follows the confirmation mail and is likely to be received within 24 hours from placing the order. This email processes the order and shows that it will be dispatched shortly.
• In case there is an issue regarding the payment, like a non-completion of the payment, an email is sent to the client addressing the same.

Confirming the shipping :

• An order that is confirmed is likely to be dispatched and shipped the day an order is placed. Once the shipping is confirmed at the back end, an email is sent to the customer regarding the tracking number of the order. This email will have all the shipping details as well as the timeline of when to expect the delivery. This email will also have a “connect with us” option so that the order can be tracked manually by making a call.
• The order can be shipped to the home as well as the work address, whatever is preferred by the customer. There is an option for registered airmail which is slightly expensive but is more secure in nature. This type of delivery asks for the buyer’s signature at the time of the delivery. In case the buyer is not available, a message is sent to the buyer regarding the attempt to deliver the package. The package can then be received by the buyer after contacting the post office the details of which are mentioned in the message sent at the time of the delivery. The order is placed on hold at the post office for about 4 weeks before an attempt to send it back is made.

APO Addresses and PO Boxes : The delivery is made at the APO address as well as the PO Boxes as long as the option is open in the method of delivery offered by Surya Exporters. You can set your delivery to the APO or PO address by setting the primary address to the same.

Customs : Surya Exporters is based offshore India and every order is treated as an imported good. A parcel after passing through the customs might experience a delay. The delay faced in custom can range from a few days to 3 weeks in case of extreme cases.

Delivery Times : The shipping is done within 24 to 48 hours after the order is placed. The time taken to deliver the product depends on the courier service. In case the custom holds an order, it may take around 21 days to reach you. It is essential to contact us in case the order is not reached within 7 days of placing the order.

Reshipments of Lost orders : Any order which is lost is reshipped or refunded by Surya Exporters. If there is a delay faced in receiving the order, it is important to report it to the customer care within 8 weeks from the day it is shipped to the customer.  A refund or reshipment for the order lost is done as soon as it is reported. Any report that is made within 8 weeks will not be accepted or refunded.

Following conditions apply for replacing an order that is made to the Surya Exporters :

• If the delivery of the product takes more than 7 days to what was mentioned in the shipping detail of the same.
• The shipping date provided is correct

If the buyer places the order at the incorrect address, the order is charged for the replacement policy.

Refund and Return Policy :

If the received order is damaged in any way or not received at all, the refund is made or the product is reshipped to you again. This usually depends on the call made by the buyer and can be refunded or reshipped as according to the choice made by them. Before a buyer can apply for a refund, they are required to wait for the minimum of 30 days from the day the order is placed. If there are any questions regarding the order or the product in general, Surya Exporters offer telephonic support to each one of you. The refund policy holds eligible for everyone as long as the product that is sent back to us can be resold. The only requirement is that the product should be sealed as it is, unused and unopened and should not exceed the expiry date of it.