Refund policy

EXCHANGE & RETURN POLICY

At SUTRA & SOUL, your satisfaction matters to us. We want every piece you receive to feel special and every shopping experience to be beautiful.

If something isn't quite right with your order, we're here to help. Please read our Exchange & Return Policy carefully before placing a request.

1. RETURN POLICY

We accept return requests within 7 days from the date of delivery, subject to the eligibility conditions mentioned below.

Approved returns will be settled through Store Credit only. Refunds to the original payment method or cash refunds are not available.

Please note:

  • Return requests must be submitted within 7 days of delivery.

  • Customers are responsible for return shipping charges.

  • Products must be returned in their original condition and packaging.

  • Returns must be approved by our customer support team before shipping the product back.

2. RETURN ELIGIBILITY

To qualify for a return, the following conditions must be met:

  • The product must be unused and unworn.

  • The product must be returned in its original packaging.

  • All tags, accessories and complimentary items must be included.

  • The product must be free from scratches, damage, alterations or signs of use.

  • The return request must be submitted within the eligible 7-day return window.

We reserve the right to decline return requests that do not meet these conditions.

3. ITEMS NOT ELIGIBLE FOR RETURNS OR EXCHANGES

For hygiene and quality reasons, certain products may not qualify for returns or exchanges.

These include:

  • Jewellery that has been worn, used or damaged after delivery.

  • Products returned without original packaging or tags.

  • Products damaged due to improper handling or misuse.

  • Customised or personalised jewellery, unless received damaged or defective.

  • Products purchased under special promotional offers explicitly marked as non-returnable.

  • Products returned without prior approval from our customer support team.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

We take great care in checking every order before dispatch.

However, if you receive a damaged, defective or incorrect product, please contact us within 24 hours of delivery.

To help us resolve the issue quickly, please provide:

  1. Your order ID.

  2. Clear photographs of the product.

  3. An unboxing video, if available.

  4. A brief description of the issue.

After verification, our team will assist you with an appropriate resolution, which may include a replacement or another suitable solution.

Important: No exchange fee will be charged for verified damaged, defective or incorrect products. Please do not return the product before receiving instructions from our support team.

5. EXCHANGE POLICY

Want a different design or need to exchange your purchase?

We accept exchange requests within 7 days from the date of delivery, subject to product availability and eligibility.

Exchange conditions:

  • The product must be unused and unworn.

  • Original packaging and tags must be intact.

  • All included accessories and complimentary items must be returned.

  • Exchange requests must be approved by our customer support team.

  • A flat exchange charge of ₹80 per exchange request will apply.

  • Customers are responsible for applicable return shipping charges.

Exchanges are subject to stock availability. If the requested replacement is unavailable, our team will help you explore alternative options.

The ₹80 exchange fee does not apply to verified damaged, defective or incorrect products.

6. HOW TO REQUEST A RETURN OR EXCHANGE

Follow these simple steps:

Step 1 – Contact Us

Contact our customer support team with your order number within the applicable return or exchange period.

Step 2 – Share Details

Tell us why you would like to return or exchange your product. Include clear photographs if the product is damaged or incorrect.

Step 3 – Get Approval

Our team will review your request and share the next steps.

Step 4 – Ship the Product

Once approved, you will receive return instructions. Customers are responsible for arranging and paying the applicable return shipping charges.

Step 5 – Quality Inspection

Once we receive the returned product, our team will inspect it to verify that it meets the return or exchange conditions.

Step 6 – Final Resolution

After successful inspection, your approved exchange or store credit will be processed according to this policy.

7. STORE CREDIT POLICY

All approved standard returns are eligible for Store Credit only.

  • Store Credit will be issued after the returned product passes quality inspection.

  • Store Credit can be used for future purchases at SUTRA & SOUL.

  • Cash refunds and refunds to the original payment method are not offered for standard returns.

  • Store Credit cannot be exchanged for cash.

  • Applicable shipping charges and exchange fees are not refundable.

8. ORDER CANCELLATION

If you wish to cancel your order, please contact our customer support team as soon as possible.

  • Cancellation requests are subject to order processing status.

  • Orders that have already been dispatched cannot be cancelled through the standard cancellation process.

  • For prepaid orders, approved cancellations will be settled through Store Credit.

  • Customised or personalised orders may not be cancelled once production has started.

9. CUSTOMISED & PERSONALISED JEWELLERY

Every customised piece is created with special attention to your preferences.

Due to its personalised nature, customised jewellery is generally not eligible for return or exchange unless it arrives damaged, defective or differs from the confirmed customisation details.

Please contact our support team within 24 hours of delivery if you experience any such issue.

10. IMPORTANT INFORMATION

  • All return and exchange requests require prior approval.

  • Products must be returned in their original condition.

  • Customers are responsible for return shipping charges.

  • The ₹80 exchange fee applies to standard approved exchanges.

  • Verified damaged, defective or incorrect products are exempt from the exchange fee.

  • SUTRA & SOUL reserves the right to decline requests that do not comply with this policy.

11. NEED HELP?

We believe great customer service is just as important as beautiful jewellery.

For questions regarding returns, exchanges or your order, please contact us through the customer support contact details provided on our website.

SUTRA & SOUL

Thank you for choosing SUTRA & SOUL. We appreciate your trust and look forward to being a part of your beautiful moments.

Wear Your Story. Feel Your Elegance.