At SUTRAALOOMS, every piece is a celebration of handcrafted artistry and timeless elegance. Each product undergoes stringent quality checks before dispatch. This policy outlines the conditions under which returns, exchanges, or refunds may be accepted.

1. Eligibility for Returns

Returns are accepted only under the following circumstances:

The product received is damaged during transit

The product received is defective

An incorrect product has been delivered

To be eligible, the return request must be raised within 48 hours of delivery.

2. Return Request Process

To initiate a return, customers must:

Contact SUTRAALOOMS Customer Support within 48 hours of receiving the product

Share clear photos and/or videos showing the issue, including:

The product

Original packaging

Shipping label

Return requests raised beyond this period may not be entertained.

3. Conditions for Acceptance

For a return to be approved:

The product must be unused, unwashed, unaltered, and in its original condition

All original tags, labels, invoices, and packaging must be intact

Products showing signs of wear, damage after delivery, or improper handling will not be accepted

4. Non-Returnable & Non-Refundable Items

Due to the handcrafted nature of our products, the following are strictly non-returnable and non-refundable:

Color variations caused by lighting, photography, or screen resolution

Minor irregularities in weave, texture, motifs, or embroidery inherent to handloom products

Change of mind or personal preference

Customized, personalized, or made-to-order products

Products purchased during clearance or special sale events (unless damaged or defective)

These characteristics are intrinsic to artisanal craftsmanship and are not considered defects.

5. Exchange Policy

Exchanges may be offered at the sole discretion of SUTRAALOOMS, subject to product availability.

If the requested replacement product is unavailable, a refund or store credit may be offered.

Exchange requests must comply with all return eligibility conditions.

6. Refund Process

Once the returned product is received and inspected, customers will be notified regarding approval or rejection.

Approved refunds will be processed within 7–10 business days.

Refunds will be issued to the original mode of payment only.

For Cash on Delivery (COD) orders, refunds will be processed via UPI or bank transfer after verification.

7. GST & Refunds

Refunds, where applicable, will include the GST component as per Indian GST regulations.

A revised GST invoice or credit note may be issued in accordance with statutory requirements.

8. Reverse Pickup / Shipping Costs

In cases of approved damage, defect, or incorrect delivery, return shipping will be arranged or reimbursed by SUTRAALOOMS.

If a return is requested for reasons outside policy terms (and approved exceptionally), return shipping costs shall be borne by the customer.

9. Cancellation Policy

Orders once placed cannot be cancelled after dispatch.

Cancellation requests before dispatch may be considered on a case-by-case basis.

10. Limitation of Liability

SUTRAALOOMS shall not be liable for:

Damage caused due to improper handling or storage after delivery

Slight variations inherent to handcrafted textiles

Delays caused by courier partners or force majeure events.