Refund policy

At SURUL Chettinad Ayurvedic, every product is carefully prepared, packed, and handled with utmost care using authentic herbal ingredients. To maintain quality standards, hygiene, and fair business practices, we follow the policy outlined below.

1. Order Cancellation

Cancellation Timeframe

  • Orders can be cancelled only within 4 hours of placing the order.

  • All cancellation requests must be sent via email to surulchettinad@gmail.com

  • Requests made through Instagram, WhatsApp, DMs, or Facebook will not be considered.

Cancellation Charges

  • A 15% cancellation fee will be deducted from the order value towards processing and payment gateway charges.

  • The remaining amount will be refunded to the original mode of payment.

No Cancellation After 4 Hours

  • No cancellation is possible after 4 hours, as the order will be taken for processing, preparation, packing, or dispatch.

  • Orders once processed or dispatched cannot be cancelled under any circumstances.

2. Refund Policy (For Approved Cancellations Only)

  • Refunds will be initiated only for cancellations approved within the 4-hour window.

  • Refunds will be processed to the original payment method (credit card, debit card, net banking, UPI).

  • Refund initiation: 5–7 business days after cancellation approval.

  • Amount reflection in bank account may take an additional 5–10 business days, depending on your bank.

  • A Refund ID / Transaction ID will be shared if applicable.

3. Cancellation of Shipped Orders

  • Orders that are already processed or dispatched are strictly non-cancellable.

  • In such cases, 100% of the order value will be charged, as SURUL products are raw herbal, freshly prepared, and made specifically for individual orders.

4. Returns & Refunds – Damaged / Incorrect Products

Due to the nature of Ayurvedic beauty and personal care products, all products are non-returnable.

However, replacements will be considered only in the following cases:

  • Product damaged during transit

  • Wrong product delivered

  • Missing item in the order

Mandatory Proof

  • A complete, uncut unboxing video is compulsory.

  • Requests without video proof will not be accepted.

Reporting Timeline

  • Issues must be reported within 24 hours of delivery.

  • Email your request to orders@surulchettinad.com

  • Subject line: “Replacement – Order Number”

  • Include: Order ID, registered mobile number, and clear photos/videos.

SURUL reserves the right to assess the issue before approving a replacement or refund.

5. In-Transit Damage & Packaging Issues

  • For leakage, pump/dropper malfunction, broken containers, or transit damage, requests must be raised within 24 hours of delivery.

  • Requests raised after 24 hours cannot be entertained.

6. Product Suitability & Skin Reactions

  • We do not accept returns or refunds for:

    • Product not suiting your skin

    • Allergic reactions

    • Personal dissatisfaction

  • Skin compatibility varies from person to person. Customers are advised to:

    • Perform a patch test behind the ear

    • Observe for 24–48 hours before full application

7. Storage, Hygiene & Shelf Life

  • Customers are responsible for proper storage in a cool, dry, hygienic, moisture-free environment.

  • Replacement or refund requests cannot be raised after 7 days of successful delivery.

  • Shelf life guidelines:

    • Oils & powder products: Use within 6 months of opening

  • Products damaged due to improper storage, misuse, or expiry are not eligible for replacement or refund.

8. Final Note

  • No claims, returns, replacements, or refunds will be accepted beyond 7 days of delivery, under any circumstances.

  • Products ordered months earlier and reported later will not be eligible for replacement.

Our policies are designed to ensure transparency, fairness, and quality assurance.
For any queries, please contact us at surulchettinad@gmail.com.