Cancellation & Refund Policy
Cancellation & Refund Policy
Introduction
At Surefix, we strive to provide our customers with reliable products and smooth transactions. We understand that under certain circumstances, you may wish to cancel an order or request a return.
This policy outlines the terms and conditions governing order cancellations, returns, and refunds for Surefix products and services.
Order Cancellation
Orders can be cancelled within 24 hours of placement, provided the goods have not yet been dispatched from our warehouse or manufacturing unit.
Once an order has been processed or shipped, cancellation is not possible.
To request an order cancellation, please contact our customer service team via email at info@surefix.biz or WhatsApp at +966 551005853, quoting your order or invoice number.
Approved cancellations will be confirmed in writing, and any advance amount paid will be adjusted as per the terms below.
Returns and Replacement Policy
Since Surefix deals primarily in industrial and plumbing products, all orders are manufactured or sourced specifically against confirmed purchase requests.
Hence, returns or exchanges are generally not accepted except in the following cases:
The product received is damaged during transit.
The product received is incorrect (different specification, size, or model) from the confirmed order.
The product has a manufacturing defect covered under warranty.
In such cases:
The customer must notify Surefix within 48 hours of delivery with clear photographs and order details.
Upon verification, Surefix will replace the item or offer an equivalent substitute.
Returns will not be accepted without prior written approval from Surefix.
Products returned without authorization, or used/installed items, will not be eligible for replacement or refund.
Conditions for Return Eligibility
To qualify for return or replacement:
The product must be unused, undamaged, and in its original packaging.
All labels, documents, and invoice copies must be included with the return shipment.
The product must be shipped back to the Surefix-designated address in its original condition.
Custom-fabricated or special-order items are non-returnable and non-refundable under all circumstances.
Refund Policy
Refunds are issued only in cases of order cancellation (before shipment) or product unavailability.
Once approved, refunds will be processed within 7–10 working days via the original payment method or as a Surefix credit note.
For B2B transactions or project-based orders, refunds will be adjusted against future invoices or handled per contract terms.
In all other cases, Surefix reserves the right to offer replacements instead of refunds.
Please note:
Shipping and handling charges are non-refundable.
Bank transaction or transfer fees, if any, will be deducted from the refund amount.
If a customer refuses delivery without prior written approval, the return freight cost will be deducted from the refundable amount (if applicable).
Non-Returnable & Non-Refundable Items
The following are not eligible for return or refund:
Used, installed, or damaged products.
Custom-sized, fabricated, or special-order items.
Products altered or repaired by unauthorized persons.
Items sold under promotional or clearance sales.
Products purchased from unauthorized resellers or third-party platforms.
Inspection and Verification
All returned products will undergo a quality inspection upon receipt. Refunds or replacements will be processed only after verification and approval by the Surefix quality team.
If the returned item fails to meet the above conditions, it will be returned to the customer at their expense.
Our Commitment
Surefix is committed to maintaining transparency and fairness in all transactions. While we aim to accommodate our customers’ needs, our policies ensure quality control, supply chain integrity, and operational efficiency.
Changes to this Policy
Surefix reserves the right to modify this Cancellation & Refund Policy at any time without prior notice. Any updates will be published on our official website, and continued use of our services implies acceptance of the revised terms.
Contact Us
If you have any questions or require assistance with cancellations, returns, or refunds, please contact us:
Surefix
Opposite Government College of Engineering,
Parassinikkadavu, Dharmasala, Kannur, Kerala, India – 670562
Email: info@surefix.biz
Phone: +966 551005853