Shipping, Cancellations and Exchanges
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Shipping
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We've partnered with one of the leading names in order fulfilment industry and we gladly deliver products to more than 25000 pin codes. Shipping usually takes a maximum of 10 business days and a minimum of 3 business days.
The prices mentioned on the website are inclusive of GST but exclusive of delivery fee. For every delivery, there's a nominal fee of Rs.50 - Delivery fee is waived off for Bulk ( more than 5 items in one order ) & Wholesale ( more than 20 items ). For orders less than Rs 999
there's a nominal delivery fee of Rs 80.
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Please note - In case of refund for returns the delivery fee remains non-refundable. Also, the approximate delivery time lines are based on estimates and are not guaranteed. You may also request an Express delivery, for which, the applicable fee (non-refundable) would be calculated and displayed at the time of check out.
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CANCELLATION RULES & RESTRICTIONS
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Orders are processed and delivered within 24 hours on business days only. Business days are Monday to Friday, excluding public holidays.
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Customers will be required to sign for all deliveries. Due to logistical difficulties in making deliveries to certain remote areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including, without limitation to, requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction).
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Our Customer Care team will notify you of cancellation and/or such conditions after you place your order.
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Delivery Problems
If our shipping provider cannot make delivery to you at the provided shipping address, an additional attempt will be made the following business day. In case of a second failure to deliver, the parcel will be sent back and a refund will be initiated (minus all and any delivery fee, cashback and amazon gift card values) for all pre-paid orders. If your parcel has been sent back and if you think its not your fault, then please get in touch with our Customer Care team for assistance - Support@thesuperrookies.com
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Order Processing Time
Most orders begin processing as soon as your online purchase is completed. Your order will be shipped once the items are located in stock. As soon as your order is shipped, you will be notified by email. Orders are typically dispatched within 24 hours on business days.
Please note that business days are Monday to Fridays, excluding public holidays.
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Cancellation and Refunds
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Once your return is received (in 10 days) and inspected, we will send you a confirmation of receipt. You will also receive an e-mail with the status of approval on your request.
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If approved, your refund will be processed onto your original form of payment (minus all and any delivery fees along with a handling fee of INR 250 and cash backs or gift card values). Refunds should take approximately 2-7 business days to reflect back into your respective accounts. Note - Different banks have varying timelines and hence guaranteeing a timeline is not possible. However, we can guarantee that the refunds from our end, would be processed on the same day of the receipt of products.
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Refund for COD and Wire Transfer Orders would be through Wire Transfers Only - We would request you to share your details such as -
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Name of the account holder -
Account number -
Account type -
IFSC code -
Name of the Bank -
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Please note - Third party refunds would not be entertained. However in some exceptional cases - wire transfers will only be done in the name of the customer who placed the order. Only upon special consideration, can a third party transfer be allowed. For that, we would need you to follow a series of procedures - that will only be done if the reason for third party refund is genuine, and legitimately proven with concrete evidences. For such cases, a service fee of Rs 150 will be deducted from the final refund amount, along with all and any delivery fee.
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Our Cancellation policy lasts 10 days. If 10 days have gone by since the date of delivery, your refund request would unfortunately be rejected.
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NOTE - Situation 1 - In the event that you decide to cancel any "transaction" after placing an order and you don't want the product to be delivered; you'd have to contact us within 24 Hours of placing an order. So that, we can stop the order from being shipped and refund the amount back to you. Should you fail to do so in advance and once the order has been shipped, a *Shipping fee (consequential) and *Stop Shipping Fee (consequential) would be debited, before the refund is processed.
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Situation 2 - Should you seek refund, 24-48 hours, AFTER, the order has been shipped and given the scenario that the delivery is imminent. You can still get the refund by sending the product back or rejecting it right away. Your *refund will be processed after certain sequence of checks and procedures.
To be eligible for a refund, your item must be unused and in resalable condition. It must also be in the original packaging and the tags and all labels must be intact.
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We accept returns for various reasons, however please keep in mind that a handling fee of INR 250 on all refunds would be deducted.
Hence, we would request you to provide a reason for return to possibly avoid this deduction. This rule doesn't apply to *Situation 1 as mentioned above
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Please click on this link or email us at support@the superrookies.com to return an item. The product will be taken for return after verification and inspection - which includes checking of The Super Rookies tags and labels, checking for use and damage, original packaging.
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Exchange
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Just like the return policy, we have a 10 days’ exchange policy. The count of days starts from the day the product is delivered to you, based on the recorded tracking number in our systems.
Exchanges are accepted for the following reasons:
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You've ordered the wrong size.
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You've ordered the wrong colour.
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You want a different design.
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The product is different from what was ordered.
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As a precaution, we only allow exchanges of products that have not been worn or washed. Our exchange will be processed after we receive the item in the mail. The replacement item can take up to a week to ship out.
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The charges incurred for delivering the product to our warehouse - will be shouldered by the customer, such charges would only be reimbursed, If, the product delivered is faulty, damaged or different from what was ordered.
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Delayed Refunds
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If the refund doesn't show up within the said window of 2-7 business days - then please contact your bank first and request them for further information. If you do not get a satisfactory response or a factual status of your funds, then please get in touch with us at Support@thesuperrookies.com
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