Customer Care

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  • 1. What seems to be the issue?
    • a) Order Delivery
      • How do I get to know the status of my orders?
        Q. How do I get to know the status of my orders?
        To know the status of your orders, click on My Accounts. Under this, you will find My Orders wherein status of each one of your specific orders will be clearly mentioned. You can search by Order Number to know the individual statuses of each one of your orders.
      • I find different order statuses here. What do they mean?
        Q. I find different order statuses here. What do they mean?
        Payment pending authorization-this indicates that your payment is lodged with our site and is awaiting authorization from payment gateway. Payment authorized and order under processing-this indicates that the authorization from payment gateway is received and the order is under process. Order shipped-this indicates that the order is shipped and is on the way to your place as per specified location of delivery. Order cancelled-this indicates that your order is being cancelled.
      • What would be the required delivery time?
        Q. What would be the required delivery time?
        Product procurement and shipment is done within the time specified on our Product page. Note that business days exclude Sundays and other public holidays. Delivery time depends on couple of factors including:
        ->Seller who offers the product
        ->Availability of the product with the seller
        ->Delivery location as mentioned while placing the order
      • Will there be any hidden charges on the items I buy from Sura books?
        Q. Will there be any hidden charges on the items I buy from Sura books?
        The price mentioned in our site is final and all-inclusive. There is no other hidden charge as such. Refer the product page to know the exact price of each and every product. Delivery charges are also not hidden. The seller may quote extra for delivery depending on their policy terms.
      • There is difference in delivery time from one seller to the other, why?
        Q. There is difference in delivery time from one seller to the other, why?
        You might have noticed differences in delivery time from various sellers. This depends of factors like:
        -> Availability of product
        -> Location of the seller
        -> Shipping destination
        -> Time required by the courier partner present in your location
        To know to actual delivery times, enter your default pin code on Products page (this is a single time process).
    • b) Order Payment
      • How can I make payments to Sura Books?
        Q. How can I make payments to Sura Books?
        With Sura Books, you can have various payment options. Be it any payment method, you can be sure of trusted payment gateway with our Secure Encryption technology that maintains confidentiality of your transaction details. You can purchase in Sura Books using Internet banking, E-Gift Voucher (eGV), Cash on Delivery . We also accept payments done with Visa, MasterCard, American Express, Maestro credit or debit cards in India and 21 other countries.
      • Will there be any hidden charges for the purchase I make in Sura books?
        Q. Will there be any hidden charges for the purchase I make in Sura books?
        The price mentioned in our site is final and all-inclusive. There is no other hidden charge as such. Refer Product page to know the exact price of each and every product. The seller may quote extra charges towards product delivery depending on their unique policy terms. To know details of such extra charges, browse through details of individual sellers. In case of seller Sura Books, the Rs. 50 delivery charge is waived off on orders worth Rs.500 and over.
      • What does Cash on Delivery mean?
        Q. What does Cash on Delivery mean?
        If you find online payment mode not to suit or comfort you, you can pick the alternative payment method called Cash on Delivery (CoD). With this, you can have the freedom to make the payment at the time of product delivery at your place. Note that CoD does not require any advance or partial payments to be made online. Using CoD, you are free to shop books in Sura Books worth up to Rs 20,000 without any online payment. This is strictly Cash on Delivery payment method, and no E-Gift Vouchers or store credits will be accepted. Likewise, foreign currencies will not be accepted. You will have to pay only as ready cash in Indian Rupees. No Cheque / Demand Draft will be accepted .
      • How can I make payment using by credit or debit card?
        Q. How can I make payment using by credit or debit card?
        Payments made using credit or debit cards issued in India and 21 other countries are accepted at Sura Books. We accept Visa, MasterCard and American Express credit cards. Below are the required details in case of payment using credit card:
        -> Credit card number
        -> Expiry date of your credit card
        -> 3-digit CVV number which you can find at the backside of your credit card
        On feeding the above details of your credit card, you will get redirected to bank`s page which will require a secure password. Below are the required details in case of payment using debit card:
        -> Debit card number
        -> Expiry date of your debit card
        -> 3-digit CVV number which you can find at the backside of your debit card
        On feeding the above details of your debit card, you will be redirected to secure page of your bank which will require an online password (which is issued to you by your bank) for completing the payment process.
      • Will it be safe for me to use my credit or debit card in Sura Books?
        Q. Will it be safe for me to use my credit or debit card in Sura Books?
        With Sura Books, you can have the highest level of transaction security available in the internet currently. Sura Books uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing. Each one of the payment made with credit or debit card is processed via secure and trusted payment gateways that are managed by top banks. Furthermore, we add yet another layer of security to your online transactions using a Secure Password.
      • How do you prevent card fraud?
        Q. How do you prevent card fraud?
        We take immense care and remain cautious about fraud detection and resolution capability. Each one of the payment made in Sura Books is monitored by our team and our online payment partners. We keep checking for any suspicious activity all 24 x 7 . In case if any fraudulent case is sensed, we perform manual verification process. If it doesn`t help out in figuring out the possibility of fraudulence, we immediately withhold the transaction and request for identity documents from the user. These documents are then cross checked in order to identify if the user is genuine.
    • c) Order Refund
      • Under what conditions do I get refunds?
        Q. Under what conditions do I get refunds?
        Sura Books strives to provide hassle-free online shopping experience. We keep our customers` money safe. Below are some of the cases in which you can get refunded.
        -> When the seller provides replacement
        -> SURA`S Customer Protection provides complete arbitration in case of refund. The amount is refunded when a dispute has been ruled in your favour In general, the refund policy varies from one seller to the other. Please check with the seller`s return policy to know more.
      • I have not received the refund still. I am waiting since quite long time. Why is it delayed?
        Q. I have not received the refund still. I am waiting since quite long time. Why is it delayed?
        If you have received a confirmation mail for your request for Refund, you can be rest assured to receive your refund. Your refund would be under process and our team should be following up with the respective financial organization. Processing the Refund request may take quite a long time with few financial organizations. However if you have not received the refund within the date we specified, feel free to contact us and know the details.
      • Can I have a brief on the Free and Easy return policy offered by Sura Books?
        Q. Can I have a brief on the Free and Easy return policy offered by Sura Books?
        We always want our customers have comfortable shopping experience with Sura Books. We keep you assured of hassle free shopping experience with Sura Books by availing 100% genuine products (Books) in our site. However, in any rarest of the rare cases, you may have any issues with the book. In such a case, you would have the cover with our Free and Easy Returns policy. The resolutions we offer include Replacement, Exchange or Refund that depends on the seller`s policy. In any case, each one of the purchase made on Sura Books will be backed by SURA`S Customer Protection for a period of 45 days from delivery date, regardless of the seller`s policy.
    • d) Order Return
      • Free Replacement - what is it?
        Q. Free Replacement - what is it?
        In case if the delivered product, the book, does not match with the description provided by the seller, or if it seems to be damaged, you can opt for a free replacement. Note that the Return Policy of sellers vary from one to another. Please go through the Seller`s policy before you initiate your request for Replacement. Please also check the delivery time the Seller would require for the return. There are few sellers who would want 30 days time for delivering replacement. This duration varies according to the stock availability with the seller. In case if the seller doesn`t have the required stock, you will receive complete refund without doubt.
      • How to Exchange?
        Q. How to Exchange?
        In case if the product delivered to you don`t seem to be satisfying, you may opt for exchange request. You will be charged extra or have to send the product with your own charge. Kindly go through the Seller`s Return Policy before you initiate such exchange request.

        Remember to notice the time required by the Seller to deliver the product. There are few sellers who would want 30 days time for delivering replacement. This duration varies according to the stock availability with the seller. In case if the seller doesn`t have the required stock, you will receive complete refund without doubt.
      • I need to return an item purchased from Sura Books. What is the procedure to get it done?
        Q. I need to return an item purchased from Sura Books. What is the procedure to get it done?
        Returning a product purchased with Sura Books is absolutely easy and simple. Follow the below simple steps:
        -> Contact us and share details of your Order ID
        -> Our customer support executives will confirm the return request and you will be kept informed about pickup process
        -> Care should be taken that the product you wish to return is in its original condition and kept unused. It should have its price tag, labels, original packing and invoice. Note:
        -> Replacement or pickup of the product is not charged and is entirely free of cost
        -> The time limit for you to place a request for replacement varies from seller to seller. Remember to contact us with replacement request within the stipulated time
        -> Please check the seller`s page to know about their specific return policy
        -> In case of refund, you will be refunded with the entire amount inclusive of shipping and gift charge
        -> You will be informed about the pickup process by our customer support executives. While pickup option is applicable for most customer locations, there are few others where we will not be able to arrange pickup services. In such cases, we would request you send the product through any courier service. The courier charge will in turn be reimbursed against the original receipt.
        -> Replacement of product depends on the availability of product with the seller. In case if the seller doesn`t have the required stock, you will receive complete refund without doubt. Each of these is based on the Seller`s return policy.
    • e) Others
      Q. To Contact Customer Support?
      [email protected]
      Q. TOLL FREE NUMBER?
      --
      Q. For Support on Orders
      (24 x 7) ?
      phone 044-4265 5644
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