FREIGHT RATE

• Surya shops for the best shipping carrier to ensure the most cost effective and efficient rates available. Most orders ship regular parcel ground service unless deemed to be non-parcel based upon the order size or shipping characteristics; additional charges apply for expedited service. Freight rates are calculated based on weight, dimensions, ship location (residential/non-residential), and quantity, rather than on a percentage of invoice amount.
• All shipments that require special service at the time of delivery (Lift Gate, Inside Delivery, etc.) will incur additional charges. Surya will process orders based on the requirements placed by the customer.

NON-DEFECTIVE RETURNS:

If you are not completely satisfied with your purchase, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

SURYA WILL NOT ACCEPT RETURN REQUESTS BEYOND 60 DAYS OF DELIVERED DATE.

• Credit: 100% credit will be applied for returned products minus a 15% restocking fee (restocking fees vary based on your Surya Rewards level), but the customer is responsible for shipping the product back and all shipping charges. Please note that a credit will not be issued for returns damaged during return shipment due to inadequate packaging. Surya provides packaging material for rugs at a nominal fee. Non-defective custom/made to order products cannot be returned.
• Initiating Returns: Click here to request a Return Authorization Number (RA#). Return the product(s) as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
• Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material could result in damaged product during return transit and refusal of credit request.
• Selecting Replacements: Please notify us if a replacement for the returned product is required. Replacements are only issued upon request and will require a new order to be placed.
• Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.

DAMAGED RETURNS:

If you have received a product damaged in transit, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

INSPECT PRODUCT(S) UPON DELIVERY FOR VISIBLE & CONCEALED DAMAGES. FAILURE TO DO SO COULD RESULT IN YOUR CLAIM BEING DENIED.

PLEASE CONTACT US WITHIN 4 BUSINESS DAYS FROM DELIVERY OF DAMAGED PRODUCT.

OPTIONS:

• Refuse delivery and notate on the delivery receipt (in presence of the driver) the type of damage incurred.
• If you take receipt of damaged goods, please sign as damaged on signature line.
• If damage is noticed after the driver has left, please take the following steps within 4 days:
  • Initiate a return process within 4 days of delivery. Be prepared with the following documents to help initiate a claim process:
  • Brief description of the damage
  • Picture(s) clearly depicting the damage to the product
  • Picture of the packaging (please send a picture even if the packaging is intact).
  • Failure to do so will result in a denial of your claim or credit.
• Please do not move the product from its original location or ship the product back to Surya, as the carrier may need to perform a claim inspection (only parcel damaged shipments will get picked up against a Damaged Call Tag).
• It is your responsibility to file a claim for all damaged items shipped using a 3rd party account.
• Surya is not responsible for any 3rd party charges incurred for storage or delivery of product(s). Surya will credit, where applicable, all freight charges required for delivery to/pick-up from original destination address provided.
• Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for damaged products must be accompanied by photos of the damage and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
• Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
• Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material results in damaged product during return transit and refusal of credit request.
• Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only, if the invoice has been paid. If an invoice has not been paid the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.

DEFECTIVE RETURNS:

If you have received a product which is deemed defective by Surya, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

CONTACT US WITHIN 60 DAYS OF DELIVERY OF DEFECTIVE ITEM

• Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
  • Brief description of the defect
  • Picture(s) clearly depicting the defect of the product
  • Failure to do so will result in a denial of your claim or credit
• Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for defective products must be accompanied by photos of the defect and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
• Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested, a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
• Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material results in damaged product during return transit and refusal of credit request.
• Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.

WRONG ITEM/ITEM NOT ORDERED RETURNS:

If you have received a product that is deemed to be the wrong item or an item not ordered but shipped by Surya, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

CONTACT US WITHIN 60 DAYS OF DELIVERY OF A WRONG ITEM OR ITEM NOT ORDERED.

• Process:Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
  • Brief description of the item
  • Picture(s) clearly depicting the item of the product
  • Failure to do so will result in a denial of your claim or credit
• Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for wrong products delivered must be accompanied by photos of the wrong item and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
• Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested, a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
• Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging.
  Lack of proper packing material results in damaged product during return transit and refusal of credit request.
• Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.

SAMPLE RETURN POLICY:

• Process: Initiate a Return within 90 days of delivery to initiate any 18” corner sample return process that is not under the Surya Rewards Sample Program. All merchandise must be accompanied by a RA#.
• 18” corner samples ordered as part of the Surya Rewards program do not require a return but, if you find that you no longer need 18” Hand Knotted corner samples, we kindly request that you return them to us at no charge using the provided return shipping label.
• 2’x3’ rugs ordered as samples may be returned in 60 days of invoice with a return authorization for full credit.

MADE TO ORDER PILLOWS & POUFS:

• No cancellations, refunds or returns once order is acknowledged.
• Freight will be billed to your account once the item has shipped.
• Average lead times are 5-15 days.
• Order on Surya.com.

CUSTOM LIGHTING:

• No cancellations, refunds or returns once order is acknowledged.
• A 100% deposit is required. Credit card authorization form must be filled out.
• Freight will be billed to your account once the item has shipped.
• Not all designs are eligible to be customized with ADA switch, USB port, and three prong outlet.
• Minimum order units are required for custom lighting and will be confirmed at the time of quote.
• 16-24 week lead time.
• Email your salesperson or [email protected] for more information or to place an order.

CUSTOM RUGS:

• No cancellations, refunds or returns once order is acknowledged.
• A 100% deposit is required on all custom orders. Credit card authorization form must be filled out.
• Freight will be billed to your account once the item has shipped.
• If the rug is handmade, slight variations in design, color, and size are normal.
• Production times are estimates and may vary.
• Rug should be inspected immediately upon receipt and claims for freight damage must be reported within 4 days.
• Not all rugs/designs are eligible for all custom rug programs.