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Return and refund policy

Return & Refund Policy

International Shipping Exchange & Cancellations

We ship across the globe. Shipments are processed via Shiprocket,Skynet Delhivery, our logistics partner. We do not ship to any PO Boxes or APO addresses. All international orders are accepted only if PREPAID.

Mode of Payment

For International Orders, payment can be done through

  • Debit/Credit cards
  • Bank Transfer (in Indian currency Rupees). The currency conversion charges if any, need to be borne by the customer

Shipping Cost

Shipping charges are automatically added to the order at the time of checkout. The charges vary as per the size of the order and the destination city.

Delivery Timeline

  • International Orders are dispatched as soon as all the products in the order are ready with us. We don't dispatch incomplete orders.
  • Orders are dispatched within 7-10 business days of receiving the order.
  • Made to Order/ Orders with customisation might take slightly longer to dispatch. The same will be informed to you via email.
  • As soon as the order is shipped, the tracking information is shared via email.
  • Delivery of the parcel may take 7-15 business days from the dispatch date. Some areas may take longer depending on customs

Cancellations, Returns & Exchanges

  • Cancellation requests are accepted strictly within 2 hours of placing the order
  • In case of return, the logistic charges will have to be borne by the customer.
  • Exchanges are not accepted on international orders.

Cancellation & Exchange Policy

  • Exchange Policy: We make sure to make our product listings as accurate and descriptive as possible so that the customers can make informed choices. Before dispatching the orders, we undertake multi-layer quality checks to ensure that your order reaches you in perfect condition. But in case, you are unsatisfied with the order item(s), we would be happy to help you with size-related exchanges. Unfortunately, we do not accept order returns at the moment.
  • Exchange eligibility: We only offer an exchange for domestic orders. The item(s) requested for exchange should be unused, unwashed, unworn and must be returned with all its packaging and tags.
  • Exchange terms and criteria: Please note the following points while requesting an exchange for your order.
  • Once delivered, our bags, home decor and jewellery items are non-exchangeable unless in rare cases the item is defective.
  • We provide detailed product descriptions for every outfit along with its colour, fit, wash care and other details. However, due to differences in every gadget’s display settings, colours, etc., there might be a slight colour difference. Therefore, we will not be able to entertain or accept exchange requests under colour difference, fabric material, quality, etc.
  • Sutra shall only entertain exchange requests for orders placed on our official website, www.sutraindia.in
  • Currently, we do not offer exchanges for orders from outside India.

Exchange Process

If your exchange request meets the above-mentioned terms and criteria, here’s the step-by-step exchange process we undertake to ensure hassle-free support.

  • You can raise the exchange query with us via mail at support@sutraindia.in or call on +91 98496 75599 within 24-48 hours of order delivery. You can also raise the query directly on the website, here: https://sutraindia.in/refund_returns/.
  • An amount of 300 rs ( per product ) will be charged to process your exchange request, once it is done you are requested to share the screenshot of the payment in the same mail with us. (In case, you wish to send the exchange product directly to us, our team shall share the shipping address with you. After dispatching the item(s), we request you to share the AWB number along with the courier company name and POD. Please ensure that you dispatch the items for exchange via reputed courier agencies only because pragee shall not be liable for any loss of the parcel or items during transit for the items directly shipped by the customer.)
  • After the payment has been done, our customer support team shall initiate the reverse pickup via trusted courier services.
  • Once the product is received in our warehouse, it goes under the quality inspection department and once it is approved, we dispatch the requested (new) size to you within 7-10 working days.
  • Exchanges for size will only be done once per order and multiple exchanges of products on the same order will not be entertained.
  • There may be certain cases when the requested product size may not be available in our inventory. For such instances, our customer support team informs you about the same and shall issue a credit note for the total item(s) amount.
  • Validity of Credit voucher issued for exchange will be valid for 90 days.

Cancellation Policy

Terms of order cancellation by customer and/or by Sutra.

  • We offer you the ease of cancellation of your prepaid and COD orders within 24 hours of order placement. In the case of prepaid orders, we can offer you a refund for the same amount or a credit note of the same amount.
  • To request cancellation, please email us at support@sutraindia.in or call us on our customer support number at +919874563215. 
  • We also reserve the right to cancel or not accept certain customer orders due to various reasons that may include reasons such as unavailability of fabrics/raw materials, wrong product listing or pricing on the website, and intimation by our analytics team for payment-related or fraudulent practices issues, etc. In the case where prepaid orders are cancelled by Sutra, we shall refund the complete amount of the order in their registered bank account with us. We shall inform the customer about the same via mail on their registered email ID. Our decision to accept or cancel shall remain final and binding. 
  • Credit note: Validity of Credit voucher issued for order cancellation will be valid for 90 days.
  • Any cancellations after placing prepaid orders will be charged for 2-3% (as payment gateway charges)

Refund Policy

  • Sutra does not provide any returns or refunds on products once sold and delivered. We do offer a size exchange option for purchased items. You may refer to the same under ‘Exchange & Cancelation Policy’ on our website. 
  • In case of a refund for a defective/damaged product gateway charges of 3% and 2% will be deducted for Prepaid and COD orders respectively

Cancellations - Policy and Process

  • Cancellation requests are accepted before the product is shipped
  • Cancellation requests can be placed by sending a message through contact form, or via email to info@sutraindia.in
  • All refunds are processed exclusively as store wallet credit on our website.
  • No refunds will be issued to original source payment (UPI, card, net banking, COD, etc.).
  • Store credit will be added to your account after quality check approval.
  • Wallet credit can be used anytime and valid for 90 days.

Cancellation by Sutra

Sutra reserve the right at its sole discretion to refuse or cancel any order. Reasons that may lead to orders cancellations are unavailable quantities, errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. For prepaid orders, the amount will be refunded to the account. The customer agrees not to dispute the decision made by Sutra and accept the decision regarding the cancellation.