Refund & Return Policy – SURE WATER SUPPLIERS PRIVATE LIMITED

Last Updated: 25th october

At SURE WATER SUPPLIERS PRIVATE LIMITED, customer satisfaction is our top priority. We take utmost care to deliver quality-assured products such as water storage tanks, plumbing materials, pipe fittings, and water treatment-related supplies.

This Refund & Return Policy outlines how we handle returns, replacements, and refunds for products purchased from our website or authorized sales channels.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The product received is damaged, defective, or not as described.

  • The product is missing parts or accessories.

  • The wrong product was delivered.

  • The product has a manufacturing defect or leakage (for water tanks, pipes, or plumbing accessories).

You must inform us within 7 days of product delivery to be eligible for a return or replacement.
After 7 days, we may not be able to process return requests due to product handling and installation risks.

2. Conditions for Return or Replacement

To qualify for a return or replacement:

  • The product must be unused, uninstalled, and in its original condition.

  • It must be returned in its original packaging, with all accessories, labels, and manuals.

  • Proof of purchase (order ID, invoice, or receipt) is required.

  • The product should not show any signs of physical damage, misuse, or modification after delivery.

Please Note:
Products like pipes, fittings, or custom-sized tanks that have been cut, joined, or modified as per customer requirement are not eligible for return or refund.

3. Non-Returnable Products

Certain products cannot be returned or refunded for safety and hygiene reasons, including:

  • Custom-sized or special-order water tanks and piping systems

  • Water treatment equipment installed or used

  • Items sold under clearance or final sale

  • Consumable materials such as sealants, tapes, or plumbing adhesives

  • Products damaged due to improper handling, installation, or negligence by the customer

If a non-returnable item is received damaged or defective, you must contact us immediately for assistance.

4. Return Process

To initiate a return:

  1. Contact our Customer Care Team at
     surewatersopl@gmail.com
     +91 99865 47890
    Mention your Order ID, Product Name, and a brief description of the issue.

  2. Our support team will review your request and may ask for photographs or a short video showing the product issue.

  3. Once your request is approved, we will schedule a pickup or guide you to ship the product back to our nearest warehouse.

  4. After receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund/replacement.

5. Refund Process

If your return is approved:

  • Refunds will be processed to your original payment method (Credit/Debit Card, UPI, Net Banking, or Wallet).

  • Refund initiation will typically take 2–5 working days, and your bank may take an additional 5–7 working days to credit the amount.

  • You will receive a confirmation email once the refund has been processed.

If you made a cash-on-delivery (COD) purchase, refund will be issued via bank transfer after collecting your account details securely.

6. Replacement Policy

  • Replacements will be provided only for the same product originally ordered.

  • In case the exact product is unavailable, you may choose a similar item of equal or lesser value, or opt for a full refund.

  • Replacement orders are shipped after the returned product is received and inspected.

7. Cancellation Policy

Before Dispatch:

Orders can be cancelled within 24 hours of placing them or before the product is dispatched, whichever is earlier.
To cancel, contact us via email or phone with your order details.

After Dispatch:

If the order has already been shipped, cancellation is not possible. You may still initiate a return once it’s delivered, as per the conditions mentioned above.

8. Damaged or Incorrect Products

If your item arrives damaged, broken, or different from your order, please:

  1. Notify us within 24 hours of delivery.

  2. Share clear photographs or videos of the product and packaging.

  3. We will arrange a free replacement or initiate a refund after verification.

We advise customers to inspect the package at delivery and mention any visible damage on the delivery receipt before accepting.

9. Shipping Charges for Returns

  • If the return is due to our error (defective, wrong, or damaged item), we cover the return shipping cost.

  • If the return is due to personal preference or ordering error (wrong size, type, or non-defective reason), return shipping charges will be borne by the customer.

  • In some cases, a restocking fee (up to 10%) may apply to cover logistics and handling.

10. Late or Missing Refunds

If you haven’t received your refund after 10 working days of approval:

  • First, check your bank account again.

  • Then contact your bank or card provider, as processing may take time.

  • If you still haven’t received it, email us at surewatersopl@gmail.com and we’ll assist immediately.

11. Grievance Redressal

For any complaints or unresolved refund/return matters, please reach out to our Grievance Officer:

Grievance Officer
SURE WATER SUPPLIERS PRIVATE LIMITED
Email: surewatersopl@gmail.com
 Phone: +91 99865 47890
 Address: SH-4 Agnel CHS Ltd, 1143 A, I.C. Colony, Eksar Village, Mandapeshwar, Borivali West, Mumbai, Maharashtra — 400103

We aim to resolve all issues promptly and fairly within 7 working days.

12. Policy Updates

We may revise or update this policy from time to time to reflect operational or legal changes. The latest version will always be available on our website, and the “Last Updated” date will indicate the most recent revision.

⚙️ In summary

We at SURE WATER SUPPLIERS PRIVATE LIMITED strive to ensure that every customer receives top-quality products and complete satisfaction.
Our refund and return process is transparent, simple, and customer-first — designed to make your shopping experience secure and trustworthy