Refund & Exchange Policy.

1. Size Exchanges

Need a different size? We’ve made the process simple!

Exchange Conditions

• The product must be unworn, unwashed and unaltered, with all original tags attached and in its original packaging.
• Each order is eligible for one size exchange only.
• Orders paid for using store credit are not eligible for exchange.
• Coupons are valid only for the specified product and cannot be used for other products.
• If your preferred size is unavailable, we may offer an alternative product or store credit valid for 30 days.
• All exchanges are subject to approval and product availability.
• Refunds to the original payment method are not available for size exchanges.

2. Refunds as Store Credit

Refunds are issued only as Sootrnaari store credit, never to the original payment method, and only when:

• the parcel is lost in transit, or
• the piece is damaged during shipping (a complete unboxing video is required).

Store credit is not issued for size issues, a wrongly selected size or a change of mind.

• Issued: within 24 hours of the returned parcel reaching our studio.
• Delivered: as a digital gift card by email or SMS.
• Valid: for 30 days from the date of issue, on sootrnaari.in only.
• Value: the price you paid for the returned pieces. Shipping charges are non-refundable.

3. Damaged, Defective or Wrong Pieces

Tell us within 48 hours of delivery. A complete unboxing video is mandatory and must clearly show:

• the sealed parcel before it is opened,
• the full unboxing, without cuts, and
• the piece and the damage or issue.

Once verified, we arrange a replacement or store credit. Claims without a proper unboxing video cannot be accepted, and pieces sent back used, washed, damaged or without tags will not be accepted. Slight colour differences from the photographs are part of natural fabrics and are not defects.

4. Pickups and Self-Shipping

• Reverse pickup: available for most PIN codes across India.
• Self-ship: if your PIN code is not serviceable for pickup, send the piece to our studio yourself. We waive the ₹99 exchange fee and add ₹150 store credit towards your shipping once the piece passes our quality check. Your own shipping cost is not refunded.
• Quality check: pieces that fail the check are sent back to you at your cost.

5. Cancellations

Orders can be cancelled only before they are shipped. Once dispatched, the exchange policy above applies.

6. Shipping and Delivery

• Dispatch: within 48 hours of your order (excluding Sundays and public holidays).
• Delivery: 4 to 5 days across India.
• Complimentary shipping: on orders above ₹1,999.
• Tracking: a tracking link is sent by WhatsApp and SMS as soon as your parcel leaves our studio.
• Delays caused by courier partners, weather or other events outside our control may extend these timelines; we will keep you updated.

7. How to Raise a Request

1. Contact us via WhatsApp / Call at +91 8076190159 or email support@sootrnaari.in with your order ID, clear photos of the product with its original tags attached, and the item you wish to exchange within 48 hours of delivery.
2. Once your request is approved, we will issue a product-specific coupon for the item (with a flat fee of ₹99 deducted towards delivery and handling costs).
3. Use your coupon to reorder the same product in your preferred size directly from our website, subject to availability.

Client care is available Monday to Saturday, 10:30 AM to 6:30 PM. Please check the size guide before ordering, as repeated exchanges are not possible. Sootrnaari makes the final decision on all exchange and refund requests.