Returns, Refunds & Cancellations Policy

1. Introduction

Surtrata is an online retail platform operated by Sthula Distributors Private Limited and primarily engaged in the online sale and distribution of books and related products to customers in India and internationally.

This Returns, Refunds and Cancellations Policy explains the circumstances and procedures applicable to order cancellations, returns, replacements, refunds, and related customer requests made through the Surtrata website.

By placing an order through Surtrata, you acknowledge that you have read and understood this Policy.

This Policy is subject to applicable laws and mandatory consumer rights. Nothing in this Policy is intended to unlawfully exclude or restrict any right that cannot legally be excluded.

2. Order Cancellation by Customer

Customers may request cancellation of an order by contacting Surtrata Customer Support at:

Cancellation requests should include:

• Order Number
• Customer Name
• Registered Email Address
• Reason for Cancellation

2.1 Before Dispatch

Where an order has not yet been dispatched, Surtrata will make reasonable efforts to process a valid cancellation request.

If payment has already been received, an eligible refund will be processed according to the applicable payment method and applicable law.

2.2 After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

In such cases, the customer may be required to follow the applicable return procedure, where a return is legally or contractually available.

2.3 Cancellation Due to Customer Information

Surtrata may not be able to cancel or modify an order after processing has commenced because of:

• Incorrect shipping address
• Incorrect contact details
• Incorrect product selection
• Customer's failure to provide required information
• Customer's failure to respond to delivery-related communication

Any refund in such circumstances will be subject to the applicable return/refund conditions and costs that may lawfully be deducted.

3. Cancellation by Surtrata

Sthula Distributors reserves the right, subject to applicable law, to cancel or refuse an order in circumstances including:

• Product unavailability
• Incorrect pricing
• Incorrect product information
• Website or technical errors
• Payment failure
• Suspected fraud or unauthorized activity
• Shipping restrictions
• Legal or regulatory restrictions
• Incorrect or incomplete customer information
• Duplicate or abnormal orders
• Other legitimate operational or business reasons

If an order is cancelled by Surtrata after successful payment, any applicable refund will be processed in accordance with applicable law.

4. Return Eligibility

A return may be accepted where the product is eligible under this Policy and applicable law.

Depending on the circumstances, eligible reasons may include:

• Wrong book/product received
• Book materially damaged during delivery
• Missing book/product
• Material manufacturing or printing defect
• Other issue specifically covered by applicable law or Surtrata's return approval

A return request must generally be submitted within [X] days of delivery, unless a different period is required by applicable law.

5. Non-Returnable or Restricted Items

Subject to applicable law, certain products may not be eligible for return, including:

• Products damaged after delivery due to customer handling
• Products showing signs of use beyond reasonable inspection
• Products damaged due to improper storage
• Products altered, marked, written in, or modified by the customer
• Products returned without required order information
• Products returned outside the applicable return period
• Products specifically identified as non-returnable at the time of purchase

Where a product is defective, damaged, incorrect, or otherwise covered by a mandatory consumer protection right, the applicable legal rights will prevail.

6. Condition of Returned Books

Where a return is approved, the customer may be required to return the product:

• In reasonably original condition
• With original packaging where reasonably available
• With accessories or accompanying materials, if applicable
• With the order/invoice information where required

Customers should not write, mark, highlight, alter, damage, or otherwise modify books intended for return.

Surtrata may inspect returned products before approving the final resolution, subject to applicable law.

7. Damaged Books

If a book arrives damaged, customers should contact Surtrata Customer Support as soon as reasonably possible.

The customer may be asked to provide:

• Order Number
• Photographs of the book
• Photographs of the outer packaging
• Photographs showing the damage
• Delivery information
• Any other reasonable information required to investigate the issue

This information may be used to distinguish genuine transit damage from damage occurring after delivery.

Where the damage is verified and the claim is eligible, Surtrata may, subject to availability and applicable law:

• Replace the product
• Provide a refund
• Offer another appropriate resolution

8. Wrong Product Received

If you receive a product different from the product ordered, please contact Surtrata as soon as reasonably possible.

The customer may be required to provide photographs and order details so that the issue can be verified.

If the error is confirmed, Surtrata may arrange an appropriate resolution, which may include replacement, return, refund, or another remedy required by applicable law.

9. Missing or Incomplete Order

If an order appears to be incomplete or an item is missing, customers must contact Surtrata Customer Support promptly.

Surtrata may investigate:

• Order records
• Packing records
• Shipment information
• Courier information
• Delivery confirmation
• Other relevant information

Where a missing item is verified, Surtrata may provide an appropriate remedy in accordance with applicable law.

10. Refund Process

Where a refund is approved, it will generally be processed through the original payment method where reasonably possible.

The actual time required for the refund to appear in the customer's account may depend on:

• Payment gateway
• Bank
• Card issuer
• Financial institution
• International payment system
• Other third-party payment provider

Surtrata does not control the processing time of independent financial institutions.

11. Refund Amount

Where a refund is approved, the amount will be determined according to:

• Applicable law
• The circumstances of the claim
• The order value
• The applicable Return & Refund Policy
• Any lawful deductions or charges

Where Surtrata is responsible for sending the wrong or materially defective product, applicable return/refund costs will be handled in accordance with applicable law.

Where an issue is caused by the customer's incorrect information, refusal to accept delivery, change of mind, or other customer-related circumstances, any applicable deductions or costs will be handled according to the applicable law and terms disclosed at the time of purchase.

12. Shipping Charges and Return Shipping Costs

Return shipping responsibility may depend on the reason for the return.

Where Surtrata is responsible for a verified wrong, damaged, defective, or materially incorrect product, applicable return shipping arrangements will be handled in accordance with applicable law.

Where a return is requested for a reason attributable to the customer and the return is permitted, the customer may be responsible for applicable return shipping costs, subject to applicable law and the terms disclosed at purchase.

13. International Returns

For international orders, returns may involve:

• International courier charges
• Customs procedures
• Import/export requirements
• Taxes
• Duties
• Customs clearance
• Additional transportation time

The customer may be required to follow the return instructions provided by Surtrata.

Where applicable, customs duties, taxes, or other charges may not be refundable by Surtrata if they have already been imposed or collected by a third party or government authority, except where applicable law requires otherwise.

14. Refund for Failed Delivery

Where a package cannot be delivered because of:

• Incorrect address
• Incomplete address
• Incorrect telephone number
• Customer unavailable to receive delivery
• Customer refusal
• Failure to collect the shipment
• Failure to respond to courier communication

Surtrata may investigate the circumstances before processing any refund.

Any refund will be subject to applicable law and may take into account actual shipping, return-to-origin, customs, or other charges where legally permitted.

15. Fraudulent or Abusive Claims

Sthula Distributors reserves the right, subject to applicable law, to investigate claims where there are reasonable indications of:

• Repeated refund abuse
• False damage claims
• False delivery claims
• Product substitution
• Return of a different product
• Intentional product damage
• Unauthorized payment activity
• Other fraudulent or abusive conduct

Surtrata may request reasonable supporting evidence.

Where permitted by law, Surtrata may restrict, suspend, or refuse transactions or accounts associated with suspected fraud or abuse.

16. Evidence and Verification

For certain claims, Surtrata may request reasonable evidence such as:

• Photographs
• Videos
• Packaging images
• Shipping labels
• Order confirmation
• Invoice
• Courier records
• Delivery confirmation
• Other information reasonably required to verify the claim

Failure to provide reasonably requested information may affect the ability to verify a claim, subject to applicable law.

17. No Automatic Refund

Submitting a return, refund, or cancellation request does not automatically guarantee approval.

Each request may be reviewed based on:

• Order details
• Product condition
• Reason for the request
• Evidence provided
• Delivery information
• Applicable Policy
• Applicable law

Any mandatory consumer right will remain unaffected.

18. Customer Support

For cancellations, returns, refunds, damaged products, incorrect products, or other concerns, contact:

19. Policy Changes

Sthula Distributors may modify this Policy from time to time.

The updated Policy will be published on the Surtrata website with the revised “Last Updated” date.

Unless otherwise required by law, the Policy applicable to an order will be the version effective at the relevant time of purchase.

20. Legal Rights

This Policy is intended to establish reasonable procedures for cancellations, returns, replacements, and refunds.

Nothing in this Policy:

• Excludes any right that cannot legally be excluded
• Removes mandatory consumer protections
• Prevents a customer from exercising a legally protected right
• Limits liability that cannot lawfully be limited

Where this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.

© Sthula Distributors Private Limited. All Rights Reserved.

Surtrata is a brand and website operated by Sthula Distributors Private Limited.