Refund policy

Sutura Returns & Store Credit Policy

At Sutura, we design in limited quantities and do not restock. To keep things fair and sustainable, we offer returns for Store Credit only.

We do not offer monetary refunds to the original payment method.

1. Eligibility for Returns

To be eligible for a return and receive Store Credit, all of the following conditions must be met:

  • Return Window:
    You must request a return within 7 calendar days of the product being delivered. Requests made after this period will not be accepted.

  • Item Condition:
    The item must be unused, unworn, unwashed, and in original condition—free from stains, odour, damage, deodorant marks, pet hair, or signs of wear.

  • Original Tags:
    All original tags, labels, and packaging must be intact and untampered.

  • Proof of Purchase:
    The order must have been placed through a registered Sutura customer account.

2. Mandatory Return Process (Email-Based)

All return requests must be initiated via email.
We do not process return requests through Instagram DMs, WhatsApp, phone calls, or live chat.

How to Request a Return

  1. Email Us:
    Send an email to connect@sutura.in within 7 days of delivery.

  2. Include the Following Details:

    • Order ID

    • Registered email ID

    • Item(s) you wish to return

    • Reason for return

    • Clear images of the product (mandatory)

  3. Approval Required:
    Returns must be approved by our team before shipping.
    You will receive a confirmation email with return instructions once approved.

  4. Ship the Item:
    Once approved, securely pack the item in its original packaging and ship it as instructed.

Returns sent without approval will not be accepted.

3. Store Credit & Fees

All approved returns are processed as Store Credit only.

Return & Restocking Fee:
A flat ₹199 will be deducted from the item value to cover return handling, quality checks, and restocking.

Store Credit Calculation

Store Credit Issued = Original Item Price − ₹199

  • The remaining amount will be credited to your Sutura account.

  • Store Credit does not expire.

  • Store Credit cannot be transferred or encashed.

4. Processing Timeline

  • Inspection:
    Once we receive the returned item, it will be inspected within 3–5 business days.

  • Credit Issued:
    If approved, Store Credit will be issued to your account and confirmed via email.

  • Usage:
    Store Credit will automatically apply at checkout when you are logged into your account.

5. Exchanges

We do not offer direct exchanges.

If you want a different size or a different product:

  1. Return the original item following the process above.

  2. Receive Store Credit.

  3. Place a new order using your Store Credit.

6. Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, notify us within 48 hours of delivery at connect@sutura.in with images.

In such cases, we will:

  • Arrange a replacement or appropriate resolution

  • Cover return shipping where applicable

  • No restocking fee will be charged

Final Notes (Important)

  • Returns are approved at Sutura’s discretion after inspection.

  • Items failing quality checks will be returned to the customer without Store Credit.

  • Abuse of the return policy may lead to future return restrictions.