Refund policy

🔁 Return, Refund & Exchange Policy – Suma Silks

Effective Date: 21 June 2026

At Suma Silks, we take great care to ensure that every product is carefully inspected, quality checked, and securely packed before dispatch. As many of our products are handcrafted, woven, embroidered, and made using traditional textile techniques, we follow a transparent Return, Refund & Exchange Policy to ensure fairness for both our customers and our business.

Please read this policy carefully before placing an order.

1. Mandatory Unboxing Video (Important)

To be eligible for any return, replacement, exchange, or refund request, a clear and continuous unboxing video is mandatory.

Video Requirements

The video must:

• Begin before opening the package
• Clearly display the shipping label
• Clearly show the sealed package
• Record the complete opening process without cuts or edits
• Show the product from all angles
• Clearly display the product tags and packaging

Important

No valid unboxing video = No return, replacement, exchange, or refund.

This requirement helps us verify claims and prevent misuse of the policy.

2. Eligible Return & Replacement Cases

Returns, replacements, or refunds will only be considered in the following situations:

• Wrong product received
• Damaged product received
• Manufacturing defect in the product
• Missing item(s) in the package

All requests must include:

• Mandatory unboxing video
• Clear product photographs
• Order details or invoice

3. Non-Returnable & Non-Refundable Cases

Returns, exchanges, or refunds will not be accepted for:

• Change of mind after purchase
• Dislike of color, fabric, design, or texture
• Products that appear slightly different due to lighting or screen settings
• Incorrect product selection by the customer
• Products that have been used, worn, washed, ironed, or altered
• Products without original tags or packaging
• Customized, stitched, altered, or specially prepared products
• Products purchased during sale, clearance, or promotional campaigns (unless received damaged or incorrect)
• Requests made without valid unboxing video evidence

4. Timeframe for Reporting Issues

Any issue regarding:

• Damage
• Defect
• Wrong product
• Missing item

must be reported within 24 hours of delivery.

Requests submitted after this period may not be accepted.

Customers may contact us through the support channels provided on our website.

5. Product Condition Requirements

To qualify for a return, replacement, or refund:

• Product must be unused
• Product must be unwashed
• Product must be in original condition
• Original tags must remain attached
• Original packaging must be retained
• Product must be returned in resalable condition

All returned products will undergo inspection before approval. Returned products must be securely packed in their original packaging or equivalent protective packaging to prevent damage during return transit. Suma Silks shall not be responsible for damage occurring during return shipment due to inadequate packaging by the customer.

6. Return Process

Step 1 – Submit Request

Contact our customer support team within 24 hours of delivery and provide:

• Unboxing video
• Product photographs
• Order details

Step 2 – Review & Approval

Our team will review the submitted evidence.

If the request qualifies under this policy, approval will be communicated via WhatsApp, email, or phone.

Step 3 – Return Pickup

For approved cases involving:

• Wrong product
• Damaged product
• Manufacturing defect

Suma Silks will arrange a reverse pickup wherever service is available.

If reverse pickup is unavailable, customers may be requested to self-ship the product and reimbursement of reasonable shipping charges may be provided upon approval.

Step 4 – Inspection

Once the product is received, it will undergo quality inspection.

If approved, replacement or refund processing will begin.

7. Replacement Policy

Where possible, we will first offer a replacement for:

• Wrong product
• Damaged product
• Manufacturing defect

Replacements are subject to product availability. Only one replacement request will be permitted per order. Any subsequent replacement requests for the same order will not be accepted.

If the same product is unavailable, customers may choose:

• An alternative product of equal value
• Store credit
• Refund to the original payment method

8. Refund Policy

Refunds will be processed only after:

• The returned product is received
• Quality inspection is completed
• All policy conditions are satisfied

Refund Timeline

Approved refunds are generally initiated within 5–7 business days after inspection approval.

Refund Methods

Refunds may be issued through:

• Original payment method
• Store credit (if preferred by the customer)

Please note:

• Shipping charges (if any) are non-refundable.
• Processing time may vary depending on the payment provider or bank. If promotional discounts, coupon codes, or complimentary gifts were applied to the order, any eligible refund may be adjusted proportionately based on the final order value.

9. Exchange Policy

Exchanges are permitted only for:

• Damaged products
• Wrong products delivered
• Manufacturing defects

Exchange requests must satisfy all conditions stated in this policy.

Replacement products are subject to stock availability.

Only one exchange request per order will be permitted.

10. Order Cancellation Policy

Orders may be cancelled before dispatch.

Once an order has been shipped, cancellation requests cannot be accepted.

For shipped orders, the Return & Refund Policy outlined above will apply.

Customized, altered, or stitched products cannot be cancelled once processing has begun.

11. Quality & Color Disclaimer

Our products are photographed carefully to reflect actual colors and details as accurately as possible.

However, slight variations may occur due to:

• Mobile screen settings
• Computer monitor settings
• Lighting conditions during photography
• Natural variations in handcrafted textiles

Minor variations in:

• Color
• Texture
• Weaving
• Embroidery
• Zari work
• Fabric finish

are considered normal characteristics and are not regarded as defects.

12. Fraud Prevention

Any attempt to:

• Submit edited or misleading videos
• Provide false claims
• Return used or altered products
• Abuse return, exchange, or refund policies

may result in:

• Rejection of the request
• Cancellation of future orders
• Restriction of customer account privileges.

Customers found repeatedly misusing the return, replacement, or refund policy, refusing deliveries without valid reasons, or placing fraudulent orders may be restricted from placing future orders with Suma Silks.

Suma Silks reserves the right to make the final decision regarding all return, exchange, and refund requests.

13. Contact Us

For any questions regarding returns, refunds, exchanges, or cancellations, please contact us:

Suma Silks
Andhra Pradesh, India

Email: hello@sumasilks.com
Phone: +919581200999

We are committed to assisting our customers and resolving genuine concerns fairly and promptly.