Policies
- All
- Orders
- Shipping
- Returns
- Made to Order
- The fastest way to place orders is online. If you are a new customer, open a trade account to get started. If you already have an account with Surya, contact us to get your online account set up.
-
- To check your order status, please contact us.
- Orders are usually released to shipping within 2 hours of order entry and will usually ship within 24 hours.
-
- Please contact us to pay for orders or view your invoice history.
- Not paying bills on time may result in:
- Your account (and outstanding orders) being placed on "hold."
- Losing term privileges will result in re-applying for terms/credit.
- Wire transfers and all major credit cards are accepted.
- Once an order has been released for shipping it cannot be cancelled. Please refer to our returns policy for additional details.
- All cancellation requests must be submitted via email to info@uk.suya.com.
- Cancellation is confirmed only when Surya notifies that the order has been canceled via email.
- Cancellation requests require:
- Customer Number
- Item Number (if only some items are being canceled in an order with multiple items)
- P.O. Number cancellations are not permitted for custom/made to order products once order is acknowledged.
- Surya Inc. 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 using a volume and location-based matrix with built-in savings at higher volumes. Our freight program and final shipping costs are visible once logged in.
- 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.
- All items ship immediately based on availability, unless you have requested the order to ship only when all items are available.
- If you have a preferred carrier, please notify us and specify whether we should use your third party account number or Ship Collect.
- All shipments may be subject to additional fees and charges during or after shipment based on final charges assessed as necessary to complete delivery. These charges will be billed to the customer.
- Handmade rugs may have slight variation in design, color, and size which are not considered defects. Shedding and/or sprouting are also considered normal, and will vary depending on the construction and content.
- Machine woven rugs may have slight variation in size which are not considered defects.
- Outdoor Safe products that are damaged or aged prematurely due to negligence are not considered defective. Outdoor Safe products require regular care and cleaning, please refer to Surya’s care and cleaning manual for details.
- Natural materials may have slight variations which are not considered defects:
- Undyed wool varies in color from white to black in all shades of brown and grey. Wool is sorted by color before it is spun into yarn, but slight variation is unavoidable. This variation is most noticeable when the wool is undyed, but it also marginally effects the color of dyed yarn.
- Jute, seagrass, sisal, and rattan vary in color depending on the season of the harvest. This variation is visible in both undyed and dyed yarn. Since no two animals have exactly the same markings or coloration, every product made with hair on hide, leather, or sheepskin will have natural variation in shape, markings, and color.
- Recycled silk and sari silk are scraps of fabric (usually excess from the garment industry) which are sorted by color family. There will be significant color variation from piece to piece depending on the fabrics available at the time of manufacture.
- If you are not completely satisfied with your purchase, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
- Credit: 100% credit will be applied for returned products minus a 15% restocking fee. 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. Custom or made to order products cannot be returned.
- Initiating Returns: Email info@uk.surya.com to request a Return Authorization Number (RA number). 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 the package and/or return the document with RA number. 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). 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. Orders paid by credit card will see their credit memo balance refunded to their card.
SURYA WILL NOT ACCEPT RETURN REQUESTS BEYOND 60 DAYS OF THE DELIVERY DATE.If you have received a product damaged in transit, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com. 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 the presence of the driver) the type of damage incurred.
- If you take receipt of damaged goods, please sign as damaged on the 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 the 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 number) 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 the return receipt of the item.
- Packaging/Labeling: Clearly mark the 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 requests.
- 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.
If you have received a product which is deemed defective by Surya, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
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 number) 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 number. 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). 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. Orders paid by credit card will see their credit memo balance refunded to their card.
- Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
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. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
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 number) 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 number. 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.
- Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
- 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.
- Email info@uk.surya.com to request a quote or place an order.
Made To Order:
Lead times vary with each order and construction type.
- The fastest way to place orders is online. If you are a new customer, open a trade account to get started. If you already have an account with Surya, contact us to get your online account set up.
-
- To check your order status, please contact us.
- Orders are usually released to shipping within 2 hours of order entry and will usually ship within 24 hours.
-
- Please contact us to pay for orders or view your invoice history.
- Not paying bills on time may result in:
- Your account (and outstanding orders) being placed on "hold."
- Losing term privileges will result in re-applying for terms/credit.
- Wire transfers and all major credit cards are accepted.
- Once an order has been released for shipping it cannot be cancelled. Please refer to our returns policy for additional details.
- All cancellation requests must be submitted via email to info@uk.suya.com.
- Cancellation is confirmed only when Surya notifies that the order has been canceled via email.
- Cancellation requests require:
- Customer Number
- Item Number (if only some items are being canceled in an order with multiple items)
- P.O. Number cancellations are not permitted for custom/made to order products once order is acknowledged.
- Surya Inc. 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 using a volume and location-based matrix with built-in savings at higher volumes. Our freight program and final shipping costs are visible once logged in.
- 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.
- All items ship immediately based on availability, unless you have requested the order to ship only when all items are available.
- If you have a preferred carrier, please notify us and specify whether we should use your third party account number or Ship Collect.
- All shipments may be subject to additional fees and charges during or after shipment based on final charges assessed as necessary to complete delivery. These charges will be billed to the customer.
- Handmade rugs may have slight variation in design, color, and size which are not considered defects. Shedding and/or sprouting are also considered normal, and will vary depending on the construction and content.
- Machine woven rugs may have slight variation in size which are not considered defects.
- Outdoor Safe products that are damaged or aged prematurely due to negligence are not considered defective. Outdoor Safe products require regular care and cleaning, please refer to Surya’s care and cleaning manual for details.
- Natural materials may have slight variations which are not considered defects:
- Undyed wool varies in color from white to black in all shades of brown and grey. Wool is sorted by color before it is spun into yarn, but slight variation is unavoidable. This variation is most noticeable when the wool is undyed, but it also marginally effects the color of dyed yarn.
- Jute, seagrass, sisal, and rattan vary in color depending on the season of the harvest. This variation is visible in both undyed and dyed yarn. Since no two animals have exactly the same markings or coloration, every product made with hair on hide, leather, or sheepskin will have natural variation in shape, markings, and color.
- Recycled silk and sari silk are scraps of fabric (usually excess from the garment industry) which are sorted by color family. There will be significant color variation from piece to piece depending on the fabrics available at the time of manufacture.
- If you are not completely satisfied with your purchase, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
- Credit: 100% credit will be applied for returned products minus a 15% restocking fee. 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. Custom or made to order products cannot be returned.
- Initiating Returns: Email info@uk.surya.com to request a Return Authorization Number (RA number). 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 the package and/or return the document with RA number. 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). 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. Orders paid by credit card will see their credit memo balance refunded to their card.
SURYA WILL NOT ACCEPT RETURN REQUESTS BEYOND 60 DAYS OF THE DELIVERY DATE.If you have received a product damaged in transit, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com. 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 the presence of the driver) the type of damage incurred.
- If you take receipt of damaged goods, please sign as damaged on the 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 the 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 number) 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 the return receipt of the item.
- Packaging/Labeling: Clearly mark the 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 requests.
- 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.
If you have received a product which is deemed defective by Surya, we will work with you to resolve the issue immediately. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
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 number) 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 number. 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). 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. Orders paid by credit card will see their credit memo balance refunded to their card.
- Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
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. We request that you initiate the return authorization process immediately by contacting info@uk.surya.com.
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 number) 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 number. 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.
- Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
- 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.
- Email info@uk.surya.com to request a quote or place an order.
Made To Order:
Lead times vary with each order and construction type.