Return & Refund Policy

Return & Refund Policy

 

1. Introduction

At SURIYAA – King of Spices, customer satisfaction and product quality are our priorities. We aim to deliver carefully sourced and hygienically packed spices that meet our quality standards.

As we deal in food products, including spices and tea leaves, we follow a return and refund policy that considers product hygiene, safety, and customer rights.

Please read this policy carefully before placing an order on www.shop.suriyaaspices.com.

2. Return Eligibility

Due to the nature of our food products, we generally do not accept returns for change of mind, personal taste preferences, or products ordered incorrectly by the customer.

However, customers may request a return, replacement, or refund in the following situations:

  • The product received is damaged or defective.

  • An incorrect product has been delivered.

  • The product is expired at the time of delivery.

  • The packaging is damaged or tampered with upon delivery.

  • The product materially differs from its description.

  • The product is missing from the delivered order.

All requests will be reviewed based on the circumstances and applicable consumer protection laws.

3. Non-Returnable Products

For hygiene and food safety reasons, the following products are generally not eligible for voluntary returns:

  • Opened or partially consumed food products.

  • Products returned due to a change of mind.

  • Products damaged due to improper storage or handling after delivery.

  • Products purchased in error where the correct item was supplied.

  • Products returned without reasonable proof of purchase.

These restrictions do not affect customers' legal rights concerning defective, unsafe, incorrectly supplied, or misrepresented products.

4. Return Request Timeline

Customers are encouraged to report damaged, defective, incorrect, or missing products within 48 hours of delivery to help us investigate and resolve the issue quickly.

To submit a request, customers should provide:

  • Order number.

  • Customer name and contact details.

  • Description of the issue.

  • Clear photographs of the product and packaging, where available.

  • Unboxing photographs or videos, if available.

The 48-hour period is a preferred reporting timeline and does not override any rights available under applicable law.

5. Return & Replacement Process

To request a return or replacement:

  1. Contact our customer support team using the details below.

  2. Share your order number and explain the issue.

  3. Provide supporting photographs or other relevant information, where available.

  4. Our team will review the request and communicate the next steps.

  5. If approved, we will arrange an appropriate resolution, such as a replacement, return collection, or refund.

Please do not send products back without first contacting our support team for return instructions.

Where a return is required due to an error attributable to SURIYAA or a defective product, reasonable return shipping costs will be borne by us.

6. Refund Policy

Refunds may be issued in the following circumstances:

  • A prepaid order is cancelled before dispatch and is eligible for cancellation.

  • A product is unavailable after payment has been received.

  • A damaged, defective, expired, or incorrect product is delivered and a refund is the appropriate remedy.

  • An order cannot be fulfilled due to an issue on our end.

  • A refund is otherwise required under applicable law.

Once a refund is approved, we aim to initiate it within 5–7 business days.

For prepaid orders, refunds will generally be processed through the original payment method.

The time required for the refunded amount to appear in the customer's account may depend on the bank or payment gateway.

For Cash on Delivery (COD) orders, where available, eligible refunds may be processed through a mutually agreed bank transfer or another suitable payment method.

7. Replacement Policy

If a product arrives damaged, defective, expired, or incorrect, customers may request a replacement.

Replacement requests are subject to product availability and the circumstances of the complaint.

If the same product is unavailable, we may offer an appropriate alternative or refund, subject to customer agreement and applicable law.

8. Order Cancellation

Customers may request cancellation before an order is dispatched.

  • Before Dispatch: Eligible orders may be cancelled, and prepaid amounts will be refunded.

  • After Dispatch: Cancellation may not be possible once the shipment has been handed over to the courier partner.

  • Wholesale Orders: Cancellation terms may vary depending on the quantity, packaging requirements, and agreed commercial conditions.

Customers should contact our support team as soon as possible to request cancellation.

Any statutory cancellation or refund rights remain unaffected.

9. Wholesale & Bulk Order Returns

Wholesale and bulk orders may be subject to separately agreed commercial terms.

Returns or refunds for wholesale orders will be reviewed based on:

  • Product condition.

  • Order specifications.

  • Quantity supplied.

  • Packaging condition.

  • Agreed commercial terms.

  • Applicable legal requirements.

Wholesale customers should contact our team promptly if they identify any shortage, damage, or quality concern.

10. Damaged or Tampered Packages

If a shipment appears visibly damaged or tampered with at the time of delivery, customers are advised to:

  • Photograph the outer packaging.

  • Check the delivered items carefully.

  • Avoid consuming products with compromised packaging or suspected contamination.

  • Contact our support team promptly.

We will review the complaint and take appropriate action.

11. Shipping Charges on Returns

If a return is approved because of a damaged, defective, expired, or incorrectly supplied product, SURIYAA will bear reasonable return shipping costs where applicable.

For other voluntarily approved returns, any applicable return shipping charges will be communicated before the return is processed.

12. Refund Delays

If an approved refund has not been received within the communicated timeframe, customers should:

  1. Check the original payment account.

  2. Contact their bank or payment provider for processing updates.

  3. Contact SURIYAA customer support with the order number and refund details.

Our team will assist in checking the refund status.

13. Contact Information

For returns, refunds, replacements, or order-related assistance, please contact:

SURIYAA – King of Spices
Operated by Summit Enterprise

Address: J.L. Nehru Road, Marwadi Patti, Raniganj, Near Prakash Tea Emporium

Phone: +91 9775195484

Website: www.shop.suriyaaspices.com

Instagram: @suriyaa0001.rng

14. Changes to This Policy

SURIYAA reserves the right to update this Return & Refund Policy to reflect changes in business operations, service processes, or applicable laws.

Any updates will be published on this page with a revised date.

Changes will not retrospectively remove rights arising from existing orders or applicable law.

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