💰 REFUND & CANCELLATION POLICY – SUROVA

Effective Date: 02/05/2026

Welcome to Surova. This Refund & Cancellation Policy explains how cancellations and refunds are handled for orders placed on surova.in and our mobile application.

🔁 1. Order Cancellation

Before Dispatch

• Orders can be cancelled before they are dispatched or prepared.
• Once cancelled, a full refund will be processed.

After Dispatch / Out for Delivery

• Orders cannot be cancelled once they are out for delivery.

Food Orders

• Food orders cannot be cancelled once preparation has started.

💊 2. Pharmacy Orders (Important)

• Medicines requiring a prescription will only be processed after verification.
• Orders may be cancelled if:
  • Invalid prescription is provided
  • Medicine is unavailable
• Refund will be issued in such cases.

📦 3. Refund Eligibility

You may be eligible for a refund if:

• Wrong item delivered
• Damaged or defective product
• Missing items in the order
• Order cancelled by Surova

❌ 4. Non-Refundable Cases

Refunds will not be provided in the following situations:

• Incorrect address provided by customer
• Failed delivery due to customer unavailability
• Perishable goods once delivered (unless damaged)
• Change of mind after delivery

⏱️ 5. Refund Processing Time

• Refunds are processed within 5–7 business days
• Amount will be credited to the original payment method
• In case of delays, please contact support

💳 6. Payment Modes

• Online payments → Refunded to original source
• Cash on Delivery (COD) → Refund via bank transfer or wallet

📞 7. Contact for Refunds

If you face any issue, contact us:

📧 support@surova.in
📞 +91 86532 17175