Shipping policy

Shipping & Delivery Policies

Store Policy - Online

"Kindly note that our products are exclusively designed for personal use. We strictly prohibit any form of reselling, selling, or utilization of one or more of our products as ingredients for manufacturing, selling under a different label, or repackaging any part of it with different packaging. The use of our products as ingredients for creating other products is also not permitted. Any violation of these terms will result in legal action being taken against those responsible." 

1. Understanding our Delivery Process 

When you place an order via our website, your selected products undergo a meticulous inspection to ensure they are in impeccable condition. Once these products successfully pass our stringent quality assessment, they move on to the packing stage. Our dedicated staff members meticulously pack and verify the contents, marking each package with our signature of trust. These packages are then entrusted to our reliable delivery partners. 

Subsequently, our proficient delivery partners embark on the task of bringing your package to your doorstep at the earliest convenience. In the event that reaching your provided address or coordinating an appropriate delivery time poses a challenge, our delivery partners will get in touch with you promptly to address and resolve any issues. 

2. Products Packing

Our products are thoughtfully packaged with utmost care. Each item is securely wrapped in layers of protective cardboard paper before being gently placed within a sturdy outer box. This meticulous packaging approach ensures that your products reach you in pristine condition, safeguarded against any external factors. Your satisfaction and the safe delivery of your order are our top priorities. 

3. Track Your Order

After your order is dispatched, an email will be sent to you containing the tracking details and information about the courier company responsible for handling your order. T If you do not receive this email within 6-8 business days of placing your order, we recommend checking your spam, others, or promotions folders. If you still cannot locate the email, please feel free to reach out to
us via email. 

You will be able to track the status of your package approximately 24 hours after it has been dispatched from our warehouse. This tracking capability ensures that you are kept informed about the whereabouts of your order throughout its journey to you. 

4. Order Dispatch and Delivery Timeline

Our commitment to timely delivery is paramount. Here's an overview of our order dispatch process and estimated delivery times: 

4.1 Domestic Shipping

4.1.1 Dispatch Timing

The majority of orders are dispatched within 6 to 8 business days, excluding Sundays and public holidays. This efficient dispatch schedule allows us to uphold our commitment to timely delivery. Please note that the time frame for dispatch may slightly vary, particularly when we offer complimentary batch processing for a selection of products. 

  4.1. 2. Standard Dispatch Target

Our standard goal is to dispatch all orders within 6 business days from the order date. However, it's important to note that during sale periods or when we are processing free batches of products, the processing time may be extended. During such times, it could take up to 10 business days from the order date for dispatch. Rest assured, you will receive a notification via your registered email ID once your order has been shipped. 

 4.1.3. Delivery Timeframe

The delivery timeline is contingent upon the courier service and the customer's location. Couriers generally require anywhere from 3 to 10 business days to deliver shipments. It's noteworthy that most pin codes located in metropolitan areas tend to receive orders more swiftly compared to other locations. 

4.1.4. Tracking and Notifications

We keep you informed throughout the journey. Customers receive a tracking email via Bludart to the mail ID provided at the time of order placement. This tracking information empowers customers to monitor the package status directly on the courier websites. The tracking information on these websites will also provide an estimated delivery date for each package. 

4.1.5. Address Accuracy

To minimize delays, it's strongly recommended to provide accurate address details, including area names, landmarks, and phone numbers, during the order placement process. 

4.2 International Shipping

4.2.1 Dispatch Timing

The majority of orders are dispatched within 6 to 8 business days, excluding Sundays and public holidays. This efficient dispatch schedule allows us to uphold our commitment to timely delivery. Please note that the time frame for dispatch may slightly vary, particularly when we offer complimentary batch processing for a selection of products. 

  4.2.2. Standard Dispatch Target

Our standard goal is to dispatch all orders within 6 business days from the order date. However, it's important to note that during sale periods or when we are processing free batches of products, the processing time may be extended. During such times, it could take up to 10 business days from the order date for dispatch. Rest assured, you will receive a notification via your registered email ID once your order has been shipped. 

 4.2.3. Delivery Timeframe

The delivery timeline is contingent upon the courier service and the customer's location. Couriers generally require anywhere from 6 to 10 business days to deliver shipments. It's noteworthy that most pin codes located in metropolitan areas tend to receive orders more swiftly compared to other locations. 

4.2.4. Tracking and Notifications

We keep you informed throughout the journey. Customers receive a tracking email via DHL  to the mail ID provided at the time of order placement. This tracking information empowers customers to monitor the package status directly on the courier websites. The tracking information on these websites will also provide an estimated delivery date for each package. 

4.2.5. Address Accuracy

To minimize delays, it's strongly recommended to provide accurate address details, including area names, landmarks, and phone numbers, during the order placement process. 

Your satisfaction is paramount, and we are dedicated to ensuring a smooth and timely delivery experience. Should you have any queries or concerns regarding the delivery of your order, please do not hesitate to reach out to us. 

5.Shipping Charges

We have standard shipping charges for most addresses. For an exact estimate, Please add items to the cart and proceed to checkout. Enter your
shipping details, country, etc and you will get a shipping fee update. 

For orders with more products, Shipping is calculated using the weight of the package. 

6. UpdatingAddress/Complete Address Change or Phone Number Updates

We understand that circumstances may require you to update your delivery address or contact information. Here's how we manage such
requests: 

6.1 Address Changes Before Dispatch

We are pleased to assist you with changing the delivery address for your order. You can request an address change at any time before the order is dispatched from our facility. Our team will make the necessary updates to ensure your order reaches the correct location. 

6.2 Address Change Limitation

Please note that once the package has been dispatched from our facility, we are unable to consider any address change requests. This is due to the logistics involved in the shipping process, and our aim to ensure a smooth and efficient delivery experience. 

Should you need to update your delivery address or contact details, kindly get in touch with us as soon as possible. Your satisfaction is important to us, and we strive to accommodate your requests to the best of our ability. 

7. Delayed Delivery

If the expected delivery time has passed and you're still waiting for your order, please don't hesitate to get in touch with us. We're here to assist you and will initiate an investigation to determine the status of your shipment. Your satisfaction is important to us, and we're committed to ensuring that your order reaches you in a timely manner. Feel free to reach out to us, and we'll work to resolve any issues and provide you with the necessary updates regarding your delivery. 

8. Loss/Damage in Transit Packages- Process & Claim

Your parcels are insured against both loss and damage, up to the value specified by the courier. Process for Damaged Parcels in Transit (Section 12.1): 

In the unfortunate event that your parcel is damaged during transit, we will initiate the process for a refund or replacement. This will be done once the courier company completes its investigation into the claim and provides us with its findings. 

9.Process for Lost Parcels in Transit

If your parcel is determined to be lost during transit, we will proceed with the necessary actions for a refund or replacement. This will occur after the courier company conducts a thorough investigation and confirms the loss of the parcel. 

Please rest assured that we take these situations seriously and will work diligently to ensure that you receive the appropriate resolution in a timely manner. Your satisfaction is our priority, and we are committed to addressing any issues with the utmost care.  

5. International Shipping, Customs Clearance & Refund Policy

5.1. International Import Regulations

All international orders are subject to the customs laws, import regulations, product restrictions, and regulatory requirements of the destination country.

Customers are responsible for verifying whether the products they intend to purchase may lawfully be imported into their destination country and whether any personal import permits, licences, approvals, or other documentation are required from them.

SURUL Chettinad Ayurvedic will comply with applicable export requirements and any import-related obligations imposed on the seller.

5.2. Customs Clearance Responsibility

International shipments may be subject to customs inspection, import duties, taxes, regulatory verification, and additional documentation requirements.

Customers are responsible for providing accurate recipient information, completing customs formalities assigned to the recipient, and paying applicable import duties, taxes, or clearance charges unless otherwise agreed in writing.

5.3. Customs Detention, Confiscation or Destruction

Where a shipment is detained, confiscated, rejected, returned, or destroyed by customs or another government authority due to:

  • Failure by the recipient to obtain legally required import permissions;

  • Failure to provide required recipient documentation;

  • Non-payment of applicable import duties or clearance charges;

  • Incorrect or incomplete information supplied by the customer;

  • Refusal or failure by the customer to complete required customs procedures;

SURUL Chettinad Ayurvedic shall not be responsible for the resulting loss to the extent permitted by applicable law, provided that SURUL has fulfilled its own regulatory, disclosure, and shipping obligations.

5.4. Refunds for Customs-Rejected Shipments

Where customs detention, confiscation, rejection, or destruction results from a customer's failure to fulfil their disclosed import responsibilities, the order may be ineligible for a refund or replacement.

Product costs, international shipping charges, customs handling fees, and other non-recoverable expenses may be deducted from any refund where legally permitted and properly disclosed before purchase.

No refund exclusion applies where the loss results from SURUL's failure to comply with applicable legal requirements, inaccurate product declarations, misleading shipping representations, or other circumstances in which a refund is required by law.

5.5. Government and Customs Actions

SURUL Chettinad Ayurvedic cannot guarantee customs clearance or delivery timelines where a shipment is subject to lawful inspection or intervention by government authorities.

Each customs-related non-delivery claim will be assessed using available courier tracking information, official customs documentation, the circumstances of the shipment, and applicable consumer-protection laws.

5.6. Customer Acknowledgement

By placing an international order, customers acknowledge that cross-border shipments may involve import restrictions, customs duties, documentation requirements, and the risk of customs detention.

Customers agree to fulfil the import responsibilities clearly disclosed to them before checkout.

Nothing in this policy excludes or limits statutory consumer rights or liabilities that cannot lawfully be excluded.