TERMS OF SERVICE

Last Updated: 7 November 2026

Welcome to SUTRA & SOUL. These Terms of Service govern your access to and use of our website, online store and services.

By visiting our website, browsing our collections or placing an order, you agree to be bound by these Terms of Service, along with our Privacy Policy and Exchange & Return Policy.

Please read these terms carefully before using our website or making a purchase.

SECTION 1 – ONLINE STORE TERMS

By using our website, you confirm that:

• You are legally capable of entering into a binding agreement under applicable laws.

• You will use our website only for lawful purposes.

• You will provide accurate and complete information when placing an order.

• You will not use our products or services for any unauthorised or unlawful purpose.

• You will not attempt to damage, disrupt or interfere with our website or its security.

If you violate these terms, we reserve the right to restrict or terminate your access to our services, subject to applicable law.

SECTION 2 – GENERAL CONDITIONS

SUTRA & SOUL reserves the right to refuse or cancel an order in circumstances permitted by applicable law, including suspected fraudulent activity, unauthorised transactions or inaccurate order information.

You agree not to reproduce, duplicate, copy, sell, resell or commercially exploit any part of our website, products, content or services without our prior written permission.

We reserve the right to update these Terms of Service from time to time.

SECTION 3 – PRODUCT INFORMATION & DESCRIPTION

At SUTRA & SOUL, we make every reasonable effort to display our jewellery products as accurately as possible.

Please note:

• Product colours may appear slightly different depending on your device, screen settings and lighting conditions.

• Product images are intended to represent the actual design as accurately as possible.

• Minor variations in appearance, finishing or presentation may occur.

• Product descriptions, materials, dimensions and other specifications will be provided on the relevant product page wherever applicable.

We encourage customers to carefully review product descriptions and details before placing an order.

If you have any questions regarding a product, please contact our customer support team before purchasing.

SECTION 4 – PRICING & PAYMENT

All product prices displayed on our website are in Indian Rupees (INR), unless otherwise specified.

• Prices are subject to change without prior notice.

• The applicable product price will be the price displayed at the time of purchase.

• Promotional discounts and special offers may be subject to specific conditions.

• Applicable taxes and shipping charges, if any, will be displayed during checkout.

• Orders will be processed according to the selected payment method and order confirmation status.

We reserve the right to correct pricing errors and take appropriate action regarding affected orders in accordance with applicable law.

Available payment methods will be displayed during checkout.

SECTION 5 – ORDERS & ORDER ACCEPTANCE

Placing an order on our website constitutes a purchase request.

After receiving your order, we may send an order confirmation through the contact details provided by you.

SUTRA & SOUL reserves the right to review, verify, accept or decline orders where legally permissible.

Orders may be cancelled or placed on hold in circumstances such as:

• Incorrect or incomplete customer information.

• Suspected fraudulent or unauthorised transactions.

• Product unavailability.

• Pricing or listing errors.

• Other legitimate operational or legal reasons.

If an order is cancelled after payment has been received, any applicable refund or other remedy will be provided in accordance with applicable law and our policies.

Customers are responsible for providing accurate delivery addresses and contact numbers.

SECTION 6 – SHIPPING & DELIVERY

We aim to deliver your jewellery orders safely and efficiently.

Shipping and delivery arrangements are subject to the details mentioned in our Shipping Policy.

Please note:

• Delivery timelines are estimates and may vary depending on the delivery location.

• Delays may occur due to courier operations, weather conditions, public holidays or other circumstances beyond our reasonable control.

• Customers should provide accurate shipping information when placing an order.

• Shipping updates may be communicated through SMS, email or other available communication channels.

Once an order has been dispatched, customers may use the available tracking information to follow its delivery status.

For further information, please refer to our Shipping Policy.

SECTION 7 – EXCHANGE & RETURN POLICY

We want every SUTRA & SOUL purchase to be a satisfying experience.

Our exchange and return conditions are as follows:

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

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

• A flat exchange fee of ₹80 applies to standard approved exchange requests.

• Customers are responsible for applicable return shipping charges.

• Products must be unused, unworn and returned in their original packaging with tags and accessories.

• Approved standard returns are settled through Store Credit only.

For verified damaged, defective or incorrect products, customers must contact us within 24 hours of delivery. No exchange fee will apply to verified issues.

All requests are subject to inspection and approval in accordance with our Exchange & Return Policy.

Nothing in these terms limits any consumer rights or remedies available under applicable law.

Please read our complete Exchange & Return Policy before placing an order.

SECTION 8 – INTELLECTUAL PROPERTY

All content displayed on the SUTRA & SOUL website is protected by applicable intellectual property laws.

This includes:

• Brand name and logo.

• Product photographs and images.

• Website design and layout.

• Product descriptions and written content.

• Graphics, illustrations and promotional materials.

• Other original website content.

You may not copy, reproduce, distribute, modify, publish or commercially use our intellectual property without prior written permission.

Unauthorised use of our brand assets or website content may result in appropriate legal action.

SECTION 9 – THIRD-PARTY SERVICES & LINKS

Our website may include links to or integrations with third-party services, including payment gateways, shipping providers, analytics platforms and other external websites.

These third-party services operate independently and may have their own terms and privacy policies.

SUTRA & SOUL does not control all third-party websites or services and is not responsible for their independent operations, policies or content.

We encourage customers to review the applicable terms and policies before using external services.

SECTION 10 – CUSTOMER FEEDBACK & SUBMISSIONS

We appreciate customer feedback, reviews, suggestions and comments.

By submitting feedback or reviews, you agree that:

• Your submissions must be genuine and accurate.

• You will not submit unlawful, misleading, abusive or defamatory content.

• Your submissions will not infringe the intellectual property or privacy rights of others.

• You will not upload malicious code, spam or harmful content.

We reserve the right to moderate or remove content that violates these terms or applicable law.

Any use of customer reviews, photographs or other identifiable customer content for promotional purposes will be subject to applicable privacy and consent requirements.

SECTION 11 – PERSONAL INFORMATION & PRIVACY

Your privacy is important to us.

Personal information collected through our website is handled in accordance with our Privacy Policy.

By using our website, you acknowledge that certain information may be collected and processed to:

• Process and fulfil orders.

• Arrange shipping and delivery.

• Provide customer support.

• Process payments.

• Improve website functionality.

• Comply with applicable legal obligations.

For complete details about how we collect, use and protect your information, please read our Privacy Policy.

SECTION 12 – PROHIBITED ACTIVITIES

You agree not to use our website for any activity that:

• Violates applicable laws or regulations.

• Infringes our intellectual property rights or those of others.

• Involves fraudulent purchases or payment activities.

• Provides false or misleading information.

• Attempts to access restricted website systems without authorisation.

• Introduces viruses, malware or harmful code.

• Collects personal information belonging to other users without authorisation.

• Disrupts the website's security, functionality or services.

• Misuses promotional offers or discount codes.

We reserve the right to take appropriate action against activities that violate these terms, subject to applicable law.

SECTION 13 – DISCLAIMER OF WARRANTIES

We make reasonable efforts to ensure that our website and services remain accessible and accurate.

However, we do not guarantee that:

• The website will always be available without interruption.

• All website content will be completely error-free.

• Website access will be uninterrupted or free from technical issues.

• All products will remain available at all times.

Our website and services are provided subject to applicable laws and the warranties or guarantees expressly offered by us.

Nothing in this section excludes any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

SECTION 14 – LIMITATION OF LIABILITY

To the extent permitted by applicable law, SUTRA & SOUL shall not be responsible for indirect or consequential losses arising from circumstances beyond our reasonable control.

This does not limit our responsibility for:

• Fraud or wilful misconduct.

• Gross negligence where liability cannot legally be excluded.

• Defective products or statutory consumer remedies.

• Any other liability that cannot be excluded under applicable law.

Customers retain all rights available under applicable consumer protection legislation.

SECTION 15 – INDEMNIFICATION

You agree not to misuse our website or services in a manner that causes unlawful harm to SUTRA & SOUL or any third party.

To the extent permitted by applicable law, you may be responsible for reasonable losses or expenses directly resulting from your unlawful activities, infringement of third-party rights or material breach of these Terms of Service.

SECTION 16 – SEVERABILITY

If any provision of these Terms of Service is found to be unlawful, invalid or unenforceable, that provision will be limited or removed to the extent necessary.

The remaining provisions will continue to remain effective, to the extent permitted by applicable law.

SECTION 17 – TERMINATION

We may suspend or restrict access to our website or services if a user violates these Terms of Service or engages in unlawful activities.

Termination or suspension will not affect any rights, obligations or liabilities that arose before the termination date.

Any outstanding payment obligations and applicable legal responsibilities will continue to apply.

SECTION 18 – GOVERNING LAW & JURISDICTION

These Terms of Service shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from the use of our website or services will be handled by the competent courts and authorities in accordance with applicable Indian law.

Nothing in these terms prevents consumers from exercising their statutory rights or seeking remedies before an appropriate consumer dispute redressal authority.

SECTION 19 – CHANGES TO TERMS OF SERVICE

SUTRA & SOUL reserves the right to revise, update or modify these Terms of Service from time to time.

Any changes will be published on this page with an updated revision date.

Your continued use of our website after changes are published will be subject to the revised terms, to the extent permitted by applicable law.

We encourage customers to review this page periodically.

SECTION 20 – CONTACT INFORMATION

For questions, concerns or assistance regarding these Terms of Service, orders or our website, please contact us through the Contact Us page on our official website.

SUTRA & SOUL

Website: Your official SUTRA & SOUL online store.

For consumer grievances, please use the customer support contact details published on our website.

Thank you for choosing SUTRA & SOUL.

Wear Your Story. Feel Your Elegance.