Return & Refund Policy

Overview

At Sutramall, your satisfaction is our top priority. This Return & Refund Policy outlines the terms and process for returns, refunds, and exchanges to ensure a smooth shopping experience.

Return Window

  • Returns must be initiated within 3 days from the date of delivery.
  • You must provide the original order number.
  • Items must be unused and in original condition.
  • Returns requested after 3 days will not be accepted.
  • Some products may have custom return terms mentioned on the product page.

Return Eligibility

To qualify for a return, items must be:

  • In new, unused condition
  • In the original packaging
  • With all tags, labels, and accessories intact
  • Accompanied by a valid proof of purchase
  • Undamaged and unworn

Non-Returnable Items

The following items cannot be returned:

  • Personal care and hygiene items
  • Opened cleaning or chemical-based products
  • Sale or clearance items
  • Customized or personalized products
  • Items marked as “Final Sale”

Return Process

To return an item:

  1. Log in to your Sutramall account
  2. Navigate to your order history
  3. Select the item(s) you wish to return
  4. Choose a return reason
  5. Download and print the return label
  6. Pack the items securely and attach the label
  7. Ship via a trackable courier service

Refund Processing

  • Refunds will be issued to the original payment method.
  • Processing time:
    • Credit/Debit Cards: 5–7 business days
    • UPI/Net Banking: 3–5 business days
    • Wallets/Store Credit: 24–48 hours
  • Refunds will only be initiated after item inspection and approval.

Exchange Policy

  • Exchanges allowed for size or color variations (where applicable)
  • Subject to availability
  • Must be requested within the 3-day return window
  • Original shipping charges are non-refundable
  • Additional shipping costs may apply for exchanged items

Return Shipping

  • Customers are responsible for return shipping charges
  • Items must be properly packaged to avoid damage
  • Original boxes and protective materials must be included
  • Returns damaged in transit may be rejected
  • Use a trackable shipping method and keep proof of postage

Damaged or Incorrect Items

If you receive:

  • Damaged items – report within 48 hours
  • Incorrect items – report within 3 days
  • Missing items – report immediately

Please:

  • Email support with photos of the issue
  • Keep the original packaging and invoice

Special Circumstances

  • Festival or sale purchases: Regular return policy applies
  • Gifts: Store credit may be issued instead of a refund
  • Bulk orders: Subject to special return conditions
  • International orders: May include additional steps and fees
  • In-store return (if applicable): Allowed for online orders

Quality Promise

We are committed to:

  • Providing 100% authentic products
  • Conducting quality checks before shipping
  • Using secure and protective packaging
  • Ensuring customer satisfaction

Contact for Returns

For assistance with returns or refunds, please contact:
📧 Email: support@sutramall.com

Important Notes

  • Retain your order invoice
  • Take photos before returning items
  • Use tracking on your return shipments
  • Adhere to packaging guidelines
  • Keep your return confirmation safe

Cancellation Policy

  • Orders can be cancelled before shipment
  • Cancellation fees may apply for processed orders
  • Full refunds issued for cancelled orders
  • Unpaid orders may be cancelled instantly
  • Processing time for cancellation refunds: 24–48 hours

Refund Timeline

  • Credit/Debit Cards: 5–7 business days
  • UPI: 3–5 business days
  • Net Banking: 3–5 business days
  • Store Credit: Immediate
  • Wallets: 24–48 hours

Amendments

Sutramall reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be effective immediately upon posting on this page.