Refund policy
Return/Exchange Policy:
Policy
Deliveries:
· Free National Delivery: Available for orders over Rs. 3,000.
· Delivery Fee: Orders under Rs. 3,000 will incur a charge of Rs. 250 for national deliveries.
· International Shipping: Charges are based on destination and package weight. A shipping calculator will be available at checkout, along with estimated shipping costs.
· Custom Duties: We cannot provide estimates for custom duties, which are not included in shipping costs.
· Returns/Exchanges: For returns or exchanges (whether due to a request or change of mind), customers are responsible for delivery charges.
Return/Exchange Policy:
At Surplusstore, we ensure that every fabric goes through a comprehensive quality inspection process conducted by multiple teams. This guarantees precise measurements, flawless prints, and that each piece is undamaged and unworn, providing you with the highest quality materials.
Return Window: 15 Days.
· Returns/Exchanges:
If you would like to return or exchange any part of your order because it does not meet your specifications, please reach out via WhatsApp or email us at care@surplusstore.pk. Include your order number in the subject line, along with images of the issues and a brief description, within 15 days of receiving your order. Refunds will be processed according to the conditions outlined in sections 1 and 2.
Note: Products other than 5 meters of cutting or those purchased on sale are non-returnable and non-exchangeable unless defective.
1. In the Event of a Defective or Damaged Product
1.1. Policy
1.1.1. In all cases of returns outlined in clause 1.2, customers will receive a full refund for the returned products.
1.1.2. Discounts on bulk orders valued at Rs. 15,000 or more will be adjusted on a pro-rata basis, applying to the actual net value of the order after any returns.
1.1.3. Surplusstore will arrange for pickup from your delivery location, provided that the courier partner offers this service. The pickup location must match the shipping address. If our logistics partner cannot service the pickup location, customers are required to return the package via Pakistan Post and send a scanned copy of the receipt via email or WhatsApp. Surplusstore will then refund the shipping charges based on the Pakistan Post rates.
1.2. COVERED against Defect or Damaged
1.2.1. A significant discrepancy in visual appearance regarding print, texture, or colors that is apparent upon first unpacking the product (e.g., completely incorrect color or print).
1.2.2. The fabric is torn and unusable.
1.2.3. The fabric has loose sections in its weave or shows damage or tears.
1.2.4. The meterage differs from the standard measurement.
1.3. NOT COVERED against Defect or Damage
1.3.1. Color reproduction can vary significantly across different digital screens, so there may always be some discrepancy between what you see online and the actual product.
1.3.2. Some particular types of fabrics suffer inherent color bleeding for a few washes. Instructions for each such fabric is clearly mentioned on respective product page.
1.3.3. Any fabric ordered below 3 meters of measurement doesn’t qualify for return.
1.4. Exchange
1.4.1. Any request of exchange shall be fulfilled subject to the availability of the fabric in the inventory on the date of receipt of returned order/products.
1.4.2. Exchange of products shall be calculated on the net payable price of the item(s) and not on MRP.
1.5. Conditions of Returned Products
1.5.1. The tags on the product should be intact.
1.5.2. The product should be unwashed, unused, unstitched and in an undamaged condition.
1.5.3. The item needs to be returned along with the original packaging.
1.5.4 Sale products will not be returnable or exchangeable except in case of defect.
2. When Customer Changed His/her Mind, or Did Not Like the Product
2.1. Refund
In cases where a customer changes their mind or finds that the fabrics do not meet their expectations (not applicable to fabrics measuring less than 2 meters), Surplusstore will accept returns for the remaining items, provided they meet the conditions outlined in clause 2.2. Customers will be responsible for all shipping charges, and no reverse pick-up service will be available. Refunds will be processed within 10-15 days from the date we receive the returned order at the shipping source.
2.2. Conditions of Returned Products
2.2.1. The tags on the product should be intact.
2.2.2. The product should be unwashed, unused, unstitched and in an undamaged condition.
2.2.3. The item needs to be returned along with the original packaging.
Cancelation:
1 You can cancel an order until it has not been shipped out of our Warehouse which is notified through an email within 24 to 48 hours from placing an order. This includes items purchased on sale also. Any amount paid shall be credited back into the requested bank account.
2. You can modify the shipping address of your order before we have processed (packed) it, by calling us on our customer care number.
3. You can cancel the order by calling us on the customer care number.
4. If you had selected Cash on Delivery at the time of placing order, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.
If you still have any query about our Returns & Exchange policy kindly drop us an email at sales@surplusstore, we will reply you within 1-2 working days.