Returns, Refunds and Cancellations
A. FILING A RETURN / REFUND OR REPLACEMENT REQUEST
- Want to Return a Product?
- Want to Replace/Change a Product?
- What is the timeframe to which I must return/replace a product?
- How can I give a return request and what happens afterward?
We at Sourus.com assert our intentions to delight our customers by enhancing their online shopping experience. Hence, we look forward to always extending our extensive support to guarantee the quality of products bought at Sourus.
1. Want to Return a Product?
We offer 7-10 days return assurance on all the products bought on our website. Products should be returned in the original condition. We will be charging the buyer a minimal re-stocking fee of 10-15% of product price for returns. The buyer gets the refund amount once the seller receives the product, reviews it and approves the refund.
Returns will be accepted under the following conditions:
- Defective/Damaged Product
- Product significantly different from the Product’s Specifications
- Wrong Color/ Size/ Style
- Incorrect Quantity
- Wrong Product Delivered
- Part of Product is missing
- Non-receipt of Invoice / Warranty
Returns/ Replacement will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Consumable Product
- Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
- Serial Number tampers
- Defective products that are covered under Seller/Manufacturer’s warranty and reported after 7-10 days.
- Damaged products reported after 2-days.
- Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
- Product is used or worn or altered
Categories not eligible for Return:
- Healthcare Products
- Customized Products
- Undergarments, Lingerie, Swimsuits, etc.
- Perishables including Flowers, Edibles, etc.
2. Want to Replace a Product?
Replacement will be accepted if the product is in stock with the merchant. In case, the product is out of stock, we will issue you a refund.
Also, if the product delivered is not the same that you had ordered, merchant's consent is required to replace. Please read the Product description carefully and choose the right size and color.
3. What is the time frame in which, I must place a return/replacement request?
- Return/Replace request of the Product(s) to be initiated within 7-10 days of Delivery.
- Return Request to be filed with Sourus’ Customer Support within 2 days of Delivery under the following condition:
- Damaged Product
- Empty Parcel
- Missing Item
4. How do I place a return request and what happens afterward?
Filing a Return Request:
- You can file a return request in your Sourus account. Use following steps: Sign-In -> My Account -> Order History -> Request Return.
- Return request will be reviewed by Sourus.
- If required, the request will be shared with the merchant for his/her approval.
- After approval, pickup of the product will be arranged through our courier partners.
- If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by us.
After the product is received, it is verified against your claim. Replacement or refund is initiated after seller verifies it. Replacement would depend on the stock availability with the respective merchant.
What happens afterward?
It takes between 1 to 3 weeks from the time a request is raised to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location. Please be assured that we work very hard to ensure that your interests are protected.
B. PICK UP PROCEDURE
- How should I pack the product for pick up?
- Do I need to pay the courier company to send my product back?
- What do I do if my area does not have a reverse pick up service?
- What are the documents I need to attach to the return/replacement process?
- My product has been picked up. How do I know it has reached you?
1. How should I pack the product for pick up?
Make sure that the merchandise has not been used/altered/tampered with, as well as is accompanied by its original price tag and packing slip. Do not forget to mention your order number on the box. If your order is approved for pickup, you will receive the packaging instructions, return address and documentation needed, in a separate email from us.
2. Do I need to pay the courier company to send my product back?
No, if we arrange the pickup of your product, you don't need to pay anything. If you are using a courier service to send your product back, you need to bear the courier cost at that time but it will be reimbursed to you once we receive the product.
3. What do I do if my area does not have a reverse pick up service?
On approval of the return request as filed by you, you will need to send the product back on the return address as mentioned by us in a separate email to you along with the packaging instructions and the documentation needed.
4. What are the documents I need to attach to the return/replacement process?
Reverse Pickup by Sourus:
- Mention the Order number on the package along with the Address (as mentioned in the email by us) before handing over the packet to the pickup executive.
- The receipt from the courier company must be kept as a proof of handing over the parcel for tracking purposes.
- Sourus shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.
- Mention the Order number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.
- Share a copy of the courier receipt with us as a proof of the dispatch of the product.
- In case, you do not get a confirmation from us on receipt of the returned product, you are advised to track the shipment with the courier service provider to which you have handed over the product.
5. My product has been picked up, how do I know it has reached you?
You will receive an email from us after 24-48 Hours of Pickup with the Tracking details. You can track the package on courier’s website. You can also track the status of your return request at Sourus.com/trackorder
C. REPLACEMENT OR REFUND
- When will I get the replacement or refund?
- Want to know the status of my return request.
1. When will I get the replacement or refund?
- We initiate the replacement or refund within 2 working days of receiving the product.
- For Bank Refund, it may take up to 2 weeks, for the amount to get credited to your bank account after we have initiated the refund.
- The refund/replacement may get delayed or declined if the product received by us is not as per your claim or in the case of missing Order ID on the package.
- Time taken to process the Refund may vary depending on the mode of payment. Please refer to the list below:
- Net banking: 4-5 Business days
- Debit card: 7-9 Business days
- Credit card: 15 Business days
2. Want to know the status of my return request.
- You can see the status of your return at http://10.11.4.40/index.php?controller=history.
- You can also reply to the email received from Sourus support to know the status of your request.
- Every request received at Sourus is assigned a ticket number and an acknowledgment is sent to your registered email. Please access registered email & mobile only, for communication with us.
- Post receipt of your Return request, we keep you updated on way forward, like approval or rejection of return, pick-up, and re-shipment or refund. You can be assured that we are working on your request.