Returns & Cancellations

 

About SURABOOKS.COM’s Easy and Free returns policy 

We take immense pleasure in assisting you to take the right decision each and every time you rely on us for your purchase. We would like you to have a completely comfortable and convenient shopping experience.

We also proudly state that all the items sold through SURABOOKS.COM are 100% authentic and brand new (Except in the case of USED BOOKS Purchase). If by chance, the item that you received from one of our Seller is ‘Not as Described’, ‘Defective’ or ‘Damaged’, we make sure that that our Easy Returns promise gets you covered.

All purchases made by you on SURABOOKS.COM is backed with Buyer Protection for about Fifteen (15) days right from the delivery date, lest there are any issues faced by you.

If payment made through COD, the customer needs to send the Book back to our address through any courier or post. Once we receive the book, refund process will be initiated. Shipping fee which was included at the time of purchasing the product will not be refunded. Service Charge of Rs.100 only ( Hundred Rupees ) will be deducted from the refund payment. The remaining amount will be paid through cheque which will sent to your postal address.

If Payment made through Online, the above process is the same but the refund process will be done only through online.

About Free Replacement

If an item is received in ‘Defective’ ‘Not as Described’ or ‘Damaged’ condition, you can always request replacements, free of charges. However, the Return Policy being Seller Specific, the terms might differ with each Seller. You should check out the respective Sellers’s policies and terms, while purchasing or before trying to initiate a return to replace an item.

There is a 15 days Replacement Guarantee that covers Returns for seller SURA BOOKS or a 10 day Replacement Guarantee for every other SELLERS on SURABOOKS.COM.

Replacement is quite subjective to stock availability with the Seller. In case the item is not in stock, you will be given a refund in the form of Store Credits with no questions asked. You can redeem the Store Credits when you make the next purchase with SURABOOKS.COM

 

How to return items purchased on SURABOOKS.COM?

Returns are very easy. Follow these simple steps:

·        Contact us. Provide details of Order ID.

·        Return request will be confirmed by Customer Support executives. They will provide all details and information about the return procedure

·        You need to make sure that the product is in original condition and unused. Include everything like labels, price tags, invoice and original packing with the item while returning

Note:

·         Return policy and number of days within which the item can be initiated for return varies with each seller. You should contact us within the specified time period for initiating the return

·        Replacement across sellers/categories is supported by us in case of damaged items

·        Please refer the respective Seller page for details on the Seller return policy

·        If there is a Refund, your Product Amount will be Refund(Not Applicable Shipping Charges)

·        You will be provided with the necessary information about Return procedure by our Customer Support. While Pickup service is offered at most of the customer locations, we cannot provide the service in few areas. In these cases, you may courier the product through any other courier or india post.

·        Replacement depends on the availability of the stock with Seller. If Replacement is not available with, the entire amount of the item will be returned by the Seller

All these are subject to return policy of the Seller. Returns are covered with 15 day Replacement Guarantee for SURA BOOKS and 10 day Replacement Guarantee for every other sellers present on SURABOOKS.COM.

What is the procedure for product pickup? Why should I ship the product?

After you place a request for replacement, pickup will be scheduled by us for the originally delivered product. You need to make sure that the item is in original and unused condition. All price tags, original packing, invoice and labels are to be included along with the item.

·        Pickup is arranged by us from most customer locations and it is simple. Just abide by the given instructions in the email.

·        If we are not in a position to have the product picked from your location, then you can ship it back to Seller. All shipping charges would be reimbursed to you against original receipt.

·        You are to include all labels, price tags, invoice and original packing with the item. Pack item safely for ensuring against transit damage

·        Mention Return ID on package, so that your return can be acknowledged

·        Please specify Seller’s address as mentioned in the notification email sent to you

·        You need to retain original receipt of courier charges that you have paid. This will be necessary for reimbursing shipping charges. Do note down courier tracking id for further reference

·        Replacement or Refund is to be initiated once Seller receives the item from you.

What is to be done if I changed my mind to retain the item?

You need to call us for cancelling your Return Request so that we can take care of it. If the replacement is dispatched already, you can simply reject it at the time of delivery.

Is it possible to return part of the order?

Yes, you can initiate a return on an item level. In case you have ordered several items together, you can easily initiate return in specific for partial quantity.

What is to be done if the Seller declines my request?

If the seller declines Replacement request and the reason provided to you is unconvincing, you can mail us at [email protected]. A dispute can be filed within 45 days from the delivery date. SURABOOKS.COM mediates seller-buyer disputes and takes it on a case-by-case basis.

SURABOOKS.COM Buyer Protection covers buyers who are unable to solve disputes with their sellers and those who are not satisfied with the resolution provided by Seller.

About SURABOOKS.COM’s Buyer Protection

SURABOOKS.COM Buyer Protection is meant to assist all Buyers who face issues with a particular item, as the Seller is not in a position to offer adequate resolution and Buyer is unconvinced.

Mail us at [email protected] if you would like to raise dispute against the Seller. SURABOOKS.COM takes a look at every dispute on case-by-case basis. We try the very best to play fair with both the concerned parties. Sellers and Buyers are subjected to final consent by SURABOOKS.COM in regards to the dispute settlement.

When returns are not possible?

There are few scenarios during which we will not be able to support returns. Below are they:

·        Return request being made outside specified time frame

·        Item is damaged due to use, or item not in same condition as when delivered

·        Books used that are not in original condition when it was delivered

·        Second hand books bought from our sources cannot be returned

·        No markings, names or indications should be written in the book.

Where to find Seller’s Return Policy?

Please refer to Product page. Here, you can see respective policy of the Seller offering a product.

About Replacement Guarantee of SURABOOKS.COM

In case the product received by you is in defective or damaged condition, or not as described, you can get it returned and have a replacement within 30 days of delivery from SURA BOOKS, or within 10 days of delivery from different other Sellers.

Please feel free to contact us with your Replacement request. The products would be recalled and replaced with a brand new product. It will be shipped without any additional expenses.

Refunds: when are they provided?

We strive to bring to you a hassle-free and trouble-free online shopping experience with us. Your money will be completely safe with us.

Refunds will be issued during the below scenarios:

·        When the Seller is not in a position to offer replacement

·        In-line with the Buyer’s Protection, where dispute is ruled in favor of the customer

·        Seller allows Refunds only on specific categories under specific conditions. Please refer to the Returns Policy of the individual Sellers.

 

Why I did not receive the refund as of yet to my banking account?

Once you receive a mail confirming the refund request, you can be rest assured that your refund request has been initiated by us and follow up is being made with the concerned financial organization in the regard.

At times, financial organizations do take some time for processing the refund request. In case the refunds do not take place on the promised date, you can feel free to contact us and we would be certainly glad to help you.

 

How to cancel an order?

Before the product is being shipped, you are free to cancel the order online. The entire amount of the order will then be refunded to you.

If the product you ordered is already shipped, but not delivered yet, you can choose to cancel it online. We will process your refund once we get the ordered item from our courier partner. However, the order cannot be cancelled after delivering the product.

 

Follow the below steps to cancel a product in the order:

·        Log into your account with SURABOOKS.COM. Go to ‘My Orders’ page.

·        Identify the product that needs to be cancelled. Click on corresponding link stating “View Details.”

·        You will notice ‘Cancel’ links in detailed order page, against every item in that specific order.

·        Now click on ‘Cancel’ link, and also indicate the reason for cancellation. Select a refund mode and finally confirm cancellation.

·        Once the cancellation request is created, you can be rest assured that we will process the cancellation at the earliest

 

Why do I find the ‘Cancel’ link disabled?

Disabled ‘Cancel’ link could mean any of the following:

·        The product is non refundable (e-Gift Vouchers)

·        The product is shipped along with other order of yours

Whatever be the case, you can feel free to contact our Customer Support to get more details.

 

What is the time required for processing my Cancellation Request?

Once the cancellation of a product is requested, it would take about 1 to 2 business days for cancelling the order and initiating the refund. We will send an e-mail to notify you about this.

In case the Order Status displays products in the order as ‘Shipped’, your cancellation request will be processed by us directly with the logistics partner. We will process your refund once the cancelled products are received by us from our courier partner.

But, if you wish to have the money to get transferred from source of transaction, then it could take around 7 to 10 business days to get the whole process of refund completed. If there is any delay post confirmation of Refund/Cancellation by SURABOOKS.COM, you need to get in touch with the bank immediately.

 

What are the different Refund modes present after cancellation?

For confirming cancellation of products(s) in your order, you need to indicate your refund preference.

There are two different types of refund policies:

·        Back to Source: Here, the money originally used for making the transaction is refunded back to account/payment mode.

·        SURABOOKS.COM Store Credit: In case you select this option, the entire amount will be added to the SURABOOKS.COM  in ‘store credit’ component. This is applicable when the seller is SURA BOOKS.

Once the request is made for cancelling the produce in the order, SURABOOKS.COM will finalize the cancellation and have the refund initiated, depending on the preferred mode.