Return & Exchange Policy
Nature of Platform
Surechain is a digital marketplace that connects buyers with independent sellers. While we aim to ensure every purchase made through our platform meets your expectations, please note that Surechain does not manufacture, store, or ship products directly. As such, returns, exchanges, and refunds are subject to the individual seller’s policies.
Surechain acts solely as an intermediary and is not a party to any negotiations, agreements, contracts, or transactions entered between Users, including agreements for the sale or supply of goods or services. This policy outlines how returns and exchanges of products and services are handled via the Surechain platform.
Scope of This Policy
Liability and Responsibility
Surechain does not exercise control over, nor does it warrant, guarantee, or assume any liability in respect of the quality, safety, genuineness, lawfulness, or availability of any products or services offered for sale on the platform. Further, Surechain is not responsible for the ability of Users selling or supplying goods or services to complete a sale, nor for the ability of Users purchasing goods or services to complete a purchase.
Refund and Cancellation (Trade outside platform)
All terms and conditions pertaining to sales, purchases, distribution, delivery, transfer of goods or services, or any other facilitation of sale or purchase of goods or services are independently agreed upon and verified between the Users. Surechain is not a party to these agreements and is not privy to such terms. Surechain is only responsible as a negotiator for goods or services sold through its platform as a marketplace, For further detail please visit, Seller Buyer Agreement, User agreement.
Accordingly, Surechain does not offer refunds or cancellations for transactions conducted between Users. In the event of any dispute arising between Users, Surechain encourages the parties to amicably resolve the matter between themselves.
Eligibility for Returns & Exchanges
Return & Exchange eligibility is only applicable to Incorrect items, defective, Poor Quality or damaged products. You may request a return or exchange within 24 hours of delivery, subject to the additional seller’s return policy.
After 24 hours, sellers may refuse the return unless explicitly stated otherwise in their product listing.
To be eligible, the item must:
Be unused and in its original condition.
Include original packaging, tags, and any accessories received.
Items marked as “Final Sale”, “Non-Returnable”, or “No Refund” by the seller are not eligible for return or exchange unless defective or damaged.
Process for Initiating a Return or Exchange
Log in to your Surechain account and go to My Orders.
Click on the relevant order and select “Request Return/Exchange.”
Provide:
Reason for return/exchange
Supporting documentation (e.g., photos in case of damage)
Surechain will forward your request to the seller.
The seller will review and approve, deny, or offer an alternative resolution within a reasonable timeframe.
Seller’s Role in Approvals & Fulfilment
Surechain does not guarantee approval of return/exchange requests.
Sellers reserve the right to:
Accept or reject the return/exchange request.
Offer store credit or partial refund based on product condition.
Charge restocking or shipping fees if mentioned in their policy.
Process for returns of Defective, Damaged, or Incorrect Items
If your order arrives defective, damaged, or incorrect:
Submit a return/exchange request within 24 hours of delivery.
Include clear photos or videos as evidence.
Sellers are encouraged (but not obligated by Surechain) to replace or refund such items per their policy.
In cases of dispute, Surechain may intervene to mediate the issue, but resolution is not guaranteed.
Refunds
Refunds, when approved by the seller, will be processed: To the original payment method (if applicable).
Processing timelines may vary by seller and payment provider.
Surechain will notify you via email once the refund is initiated.
pDispute Resolution & Platform Support
If you believe your request was unfairly denied by a seller:
You may escalate the issue to Surechain via besure@surechain.ai.
Surechain will investigate and may contact both parties for clarification.
However, Surechain’s liability is limited to facilitating communication; sellers retain authority over product returns.
Dispute Resolution & Platform Support
Users are advised to resolve any disputes regarding transactions directly with the other party involved. Surechain shall not be liable for any claims, losses, or damages arising out of or in connection with any such dispute.
If you believe your request was unfairly denied by a seller:
You may escalate the issue to Surechain via besure@surechain.ai.
Surechain will investigate and may contact both parties for clarification.
However, Surechain’s liability is limited to facilitating communication; sellers retain authority over product returns.
Legal Disclaimer
Surechain acts solely as a technology platform and does not assume responsibility for product quality, delivery, or refund obligations.
All transactions, including disputes, returns, and refunds, are governed by the terms set by individual sellers. Buyers are encouraged to review each seller’s return policy before making a purchase.