1. What is the lifecycle of a return request?
- You can place a Return request within 7 days of order delivery. However, in case of Damaged/Missing or incompatible Product, the Return request should be filed within 1 day of delivery.
- Once filed, Return request will be reviewed by surf2getretail.com for approval.
- After approval, pickup of the product will be arranged through our courier partners.
- If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by surf2getretail.com
- After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability else a complete refund will be provided.
2. Under what conditions can I return/ replace my product?
Returns/Replacement are accepted under the following cases –
- Wrong Product – Wrong color/ size/ style
- Wrong item ordered/ delivered
- Defective Product – Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
- Damaged Product – Physical damage/ Tampered product or packaging
- Wrong Quantity – Missing Products/ Parts
- No Invoice/Warranty Received – Available on Electronics only
3. Under what conditions returns/ replacement request will not be accepted?
Returns/ Replacement requests will not accepted under following cases –
- If Products are Altered/ Used
- If Product is Returned without Original Packaging (price tags, labels & accessories)
- If Serial Number is tampered
- For Defective product that is covered under Seller/Manufacturer’s Warranty or Reported after 7 days of the Delivery
- For Damaged/Missing product that is reported after 1 day of the delivery
- For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page
4. Which categories are not eligible for returns/ replacement?
Categories that not eligible for Returns/ Replacement are:
- Customized Products
- Softwares & Product Keys
- E-learning & Music CDs/ DVDs
5. What is the best time to place Return/ Replacement request?
Return/Replacement request of the Product(s) should be initiated within 7 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 1 day of Delivery:
- Damaged Product
- Missing Items
To file return request, refer to My Account, Orders section and click on Return button on selected order once order is delivered to you. Our system automatically disables the returns button after a specific time.
6. When do you initiate Pickup for Returns?
Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit. Please take care of the following points, while packing your product for Pickup –
- Product should not be used/altered/ tampered
- Keep original price tag & packing slip intact
- Mention Order Number on the box
- Take a video/pictures of the returning item/packing.
- Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
- Keep the Courier Company’s receipt for tracking purposes
Please Note – surf2getretail.com shall not be liable for any incidental defect/damage etc.
7. What do I do if my area does not have a reverse pick up service?
If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, surf2getretail.com will reimburse your courier charges (upto Rs.500) in form of Bank deposit. Please take care of the following-
- Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
- Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
- Track your Return Shipment on the Courier Company’s Website
8. What if the order delivered is no longer required?
Once the order delivered to you is no longer needed or required. You stand eligible for up to 7 days to request return of your order if the item(s) in the order are un-open only. We provide return shipping for your order. Returned items are subjected to verification. There will be a restocking fee of Rs.300 or 5% of order value (whichever is greater) and additionally, return shipping charges to be borne by the customer.
If the item(s) in the order is/are opened/used, return under No Longer Required clause do not apply.
9. How to claim Return/ Replacement for products under Seller/ Manufacturer’s Warranty?
You can Claim for product’s warranty by calling or visiting the nearest Service Centre of the product’s Brand For any issues, please contact us.
*Some products are non-replaceable or non-returnable. Please check our Terms & Conditions page before making a purchase.
10. Do I need to pay the courier company to send my product back?
No, you don’t need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of deposit. The courier charges eligible for reimbursement are up to Rs.500. For availing reimbursement of courier charges, upload the courier receipt in ‘HelpDesk’ section or attach it in the confirmation email received after filing the return.
11. How will I know that my Returned product has reached you?
You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company’s website.
12. How much time does it take to replace an order?
We initiate the replacement or refund within 2 working days of receiving the product at our center.
13. Can I cancel the order when I no longer needed it?
After placing the order, You can cancel the order within 3 hour if you wish to. And in case of requesting for a refund, a fee of 4% of the order value will be charged by the bank and refund will be processed through same mode within 7 working days. Products can be returned within 24 hours from the day of delivery when the products are unused and no longer needed.
Anti Fraud & Security Tips
- Beware of fraudulent (duplicate/unofficial) sites and fake offers
- Never share your Account Details like Personal Details, Password, OTP or Credit/Debit Card Details with anyone on Call/Email, if someone claims to be a Surf2get Retail representative
- We will never ask you to deposit funds in any Bank Account
- We never run any Contest with Cash Rewards or Lottery Prizes
- Immediately Report any Fraudulent or Suspicious Email/Call/SMS to us at firstname.lastname@example.org or call us at 7772900199
Cashbacks, Deals, Discounts, Promotions and Store Credits
- Whenever we say Cashback, it means – the customer is eligible for upto certain said amount of value return in the form of store credit. We calculate Cashbacks based on the order amount excluding any prior used coupons for that order and generate a unique coupon code which can be redeemed in the form of cash value for the next purchase on surf2getretail.com. We do not process Cashbacks in the form of cash returns, cheques, gift cards, refund on payment types or any other. However, our Cashback NEVER EXPIRES.
- Whenever we say Store Credit, it means – the customer has a special coupon valid only once till the value of the credit expires. The customer can use the credit to purchase products on surf2getretail.com and NEVER EXPIRES.
- Whenever we say Coupon, it means – the customer has a valid coupon code to redeem for a discount on a purchase at surf2getretail.com! Only one coupon can be used at a time on one order. Some Coupon codes has EXPIRATION DATE.
- We never run any Contest with Cash Rewards or Lottery Prizes