Refund policy

SURA BOOKS PVT. LTD.

Effective Date: 28 September 2026
Last Updated: 28 September 2026

At Sura Books, we strive to provide quality educational books, school guides, and study materials to our customers.

We want you to have a smooth and satisfactory shopping experience. This Return and Refund Policy explains the conditions and process for requesting returns, replacements, cancellations, and refunds for purchases made through our website, www.surabooks.com.

By placing an order on our website, you agree to the terms of this policy, subject to your rights under applicable consumer protection laws in India.

1. Return Eligibility

We accept return or replacement requests for eligible products under the conditions described below.

Customers should contact us within 7 days of receiving the order to report an issue and request a return or replacement.

A return or replacement may be considered in the following situations:

  • The product received is damaged or defective.

  • The wrong book, class, subject, edition, or product was delivered.

  • The order contains missing items or quantities.

  • The product received is materially different from the description on our website.

All requests will be reviewed based on the nature of the issue, the condition of the product, and the applicable consumer protection requirements.

The 7-day period is our proposed standard reporting window and does not restrict any mandatory rights or remedies available to customers under applicable law.

2. Conditions for Returns

For a return request to be processed, the following conditions generally apply:

  • The product should be unused and in its original condition, wherever applicable.

  • The book should not have markings, handwritten notes, highlighting, torn pages, or other damage caused after delivery.

  • The original packaging, invoice, and other included items should be retained wherever possible.

  • Customers should provide the order number and supporting photographs or videos, where requested, to help us verify the issue.

For damaged, defective, incorrect, or misdescribed products, return eligibility will be assessed in accordance with applicable law. We will not reject a valid consumer claim solely because the original packaging or photographs are unavailable.

Products returned without prior communication may require additional verification before a resolution is provided.

3. Non-Returnable Products

Certain products may not be eligible for return or refund for reasons other than damage, defect, incorrect supply, or other legally recognized grounds.

These may include:

  • Digital downloads, e-books, sample PDFs, and downloadable study materials once access or downloading has been provided, subject to applicable law.

  • Products specifically marked as non-returnable before purchase, where legally permissible.

  • Physical books that have been used, written in, highlighted, or damaged by the customer after delivery, except where the issue relates to a defect or other valid consumer claim.

Please check the product description and applicable conditions before placing your order.

Nothing in this section limits a customer's statutory rights regarding defective, damaged, incorrectly supplied, or misdescribed products.

4. Damaged, Defective, or Incorrect Products

We take reasonable care to ensure that products are packed and dispatched correctly.

If you receive a damaged, defective, incorrect, or incomplete order, please contact us as soon as possible, preferably within 48 hours of delivery.

To help us resolve the issue, please provide:

  1. Your order number.

  2. Your name and registered mobile number.

  3. A brief description of the issue.

  4. Clear photographs or videos of the affected product and packaging, where available.

Our team will review the request and may contact you for additional information.

Depending on the circumstances, product availability, and applicable law, we may offer:

  • A replacement of the affected product.

  • A replacement of the missing or incorrect item.

  • A refund of the applicable amount.

  • Another appropriate resolution agreed upon with the customer.

Where a product is confirmed to be defective, damaged, incorrectly supplied, or otherwise subject to a valid consumer remedy, we will provide an appropriate resolution in accordance with applicable law.

5. Order Cancellation

Customers may request cancellation of an order before it has been dispatched.

To request a cancellation, please contact our customer support team as soon as possible and provide your order number.

Cancellation requests are subject to the order's fulfillment status.

Before dispatch: We will make reasonable efforts to cancel the order. If payment has already been received and cancellation is approved, the applicable refund will be initiated.

After dispatch: Cancellation may no longer be possible through the normal order process. Customers may contact us to discuss applicable return or refund options.

For Cash on Delivery (COD) orders, customers should contact us before dispatch if they wish to cancel.

We reserve the right to review suspected fraudulent or duplicate orders and take appropriate action in accordance with applicable law.

6. Refund Eligibility

Refunds may be issued in the following circumstances, subject to applicable law:

  • An order is cancelled before dispatch and payment has already been collected.

  • A product is confirmed to be damaged, defective, incorrect, or materially misdescribed and a refund is the applicable resolution.

  • An order cannot be fulfilled because the product is unavailable.

  • A shipment is confirmed lost or undelivered and a refund is the appropriate resolution.

  • A return is approved in accordance with this policy or applicable consumer protection requirements.

Refunds will generally cover the amount paid for the eligible product or order.

Where the issue is attributable to us, including a defective product, incorrect item, or failure to deliver, applicable shipping charges will also be refunded where required by law.

For voluntary returns or other cases not attributable to us, any shipping or return charges will be communicated to the customer before the return is completed, subject to applicable law.

7. Refund Processing Time

Once a refund is approved, we will initiate the refund through the original payment method wherever possible.

The expected processing timelines are:

Payment Method Estimated Refund Time
Credit Card / Debit Card 5–10 business days
UPI 3–7 business days
Net Banking 5–10 business days
Other online payment methods Depending on the payment provider
Cash on Delivery Through a mutually agreed, lawful refund method

These are estimated processing timelines and may vary depending on the payment gateway, bank, or financial institution.

The time taken for the refunded amount to appear in your account is subject to the relevant payment provider.

If the refund has been initiated but is not reflected within the expected period, please contact us with your order number and refund reference, if available.

We will make reasonable efforts to assist you in tracking the refund.

8. Return Shipping Charges

For products returned due to damage, defects, incorrect delivery, or other issues attributable to Sura Books, we will arrange or communicate an appropriate return shipping solution in accordance with applicable law.

Customers will not be required to bear return shipping costs where such costs must legally be borne by us.

For other eligible returns, return shipping charges, if applicable, will be communicated before the return is authorized.

Please do not ship products back to us without contacting customer support and receiving the applicable return instructions.

9. Return and Refund Process

To request a return, replacement, or refund, please follow these steps:

Step 1: Contact us

Email Customer.support@surabooks.com  with your order number and a description of the issue.

Step 2: Provide details

Share the required information, including photographs or videos where available, to help us review your request.

Step 3: Review and instructions

Our customer support team will review your request and communicate the next steps, including return instructions if required.

Step 4: Product inspection

Where a return is necessary, the product may be inspected to verify the reported issue and eligibility for the requested resolution.

Step 5: Resolution

Once the request is approved, we will arrange the applicable replacement, refund, or other resolution and communicate the status to you.

We aim to handle requests as promptly as possible. Actual resolution times may vary depending on the nature of the complaint, courier arrangements, and payment provider processing.

10. Orders Returned or Undelivered

If an order is returned to us because of an incorrect address, repeated failed delivery attempts, customer unavailability, or refusal to accept delivery, we will review the circumstances before determining the available options.

Depending on the situation, customers may be offered reshipment or a refund, where applicable.

Any additional shipping charges for reshipment will be communicated in advance and applied only where permitted by applicable law.

For prepaid orders that cannot be delivered, any eligible refund will be processed in accordance with applicable law and the circumstances of the order.

This provision does not limit a customer's rights where a shipment is lost, incorrectly handled, or not delivered for reasons attributable to us or our delivery partners.

11. Digital Products and Downloadable Materials

Certain products on SuraBooks.com may include digital study materials, downloadable PDFs, sample PDFs, or other electronic content.

Once digital content has been delivered or downloaded, cancellation or refund eligibility may be limited where legally permissible, particularly when the content has been accessed or supplied as agreed.

However, if a digital product is defective, inaccessible, incorrectly supplied, or materially different from its description, customers may contact us for assistance and an appropriate resolution under applicable law.

If you experience any issues accessing a purchased digital product, please contact customer support with your order details.

12. Policy Updates

SURA BOOKS PVT. LTD. reserves the right to update or modify this Return and Refund Policy from time to time to reflect changes in our business practices, products, payment methods, or applicable laws.

Any updated version will be published on this page with a revised "Last Updated" date.

The policy applicable to an order will be interpreted consistently with the terms communicated at the time of purchase and applicable legal requirements.

Nothing in this policy is intended to exclude, restrict, or waive any consumer rights or remedies that cannot legally be excluded under Indian law.

13. Contact Us

For return, refund, cancellation, or replacement enquiries, please contact our customer support team.

SURA BOOKS PVT. LTD.

Business Address:
1620, J-Block, 16th Main Road,
Anna Nagar, Chennai – 600040,
Tamil Nadu, India.

Order Support Email: Customer.support@surabooks.com

Customer Support Email: enquiry@surabooks.com

Phone: +91 44 4862 9977 / +91 44 4862 7755

Website: https://www.surabooks.com/

Please include your order number in all communications regarding returns, refunds, or replacements so that we can assist you efficiently.

Thank you for choosing Sura Books. We appreciate your trust in us and remain committed to providing quality educational resources and customer support.

SURA BOOKS PVT. LTD.
Chennai, Tamil Nadu, India.