Return or Exchange Policy
At Suroh, each design we supply goes through strict quality check from multiple hands ensuring defect-free fabrics, designs or prints, undamaged and unworn condition and utmost handwork quality.
A. RETURNS or EXCHANGE
In rare cases, where you wish to return or exchange full or partial order either because order is not as per the specifications or product did not meet the desired expectations, you may place a request for return or exchange by sending us an email at firstname.lastname@example.org with your order number in subject, image of the particular areas of the product fabric where there is an issue, and a brief write-up within 7 days from the date of receipt of order. The refund shall be subject to conditions detailed in clauses no 1 and 2.
Note: Products bought on Sale are not returnable or exchangeable unless defective.
1. When Product is Defective or Damaged
1.1. REFUND POLICY
1.1.1. In all instances of returns covered under clause 1.2, customer shall get full refund against the returned products.
1.1.2. Discounts on a bulk order valued INR 15000, or above, shall be adjusted on pro-rata basis and shall be applicable on the actual net value of order after return.
1.1.3. Suroh shall arrange pickup from your delivery location. Pick-up location has to be the same as per shipping address. In case our logistics partner is not able to cover the pick-up location; the customer shall return the package by Indian Post, and share a scanned copy of the receipt via Email/Whatsapp. Suroh shall refund shipping charges as per the Indian Post receipt.
1.1.4. All refunds are by default processed as gift cards of equivalent value which a customer can use to buy products on www.surohbychandni.com for 6 months. In case a customer chooses otherwise, the refund can be transferred back into source (pre-paid) or bank account (Cash-On-Delivery).
1.2. COVERED as Defect or Damaged
1.2.1. Substantially inconsistent visual appearance in terms of print, texture or colors is visible right at the time of product first unpacked
1.2.2. The fabric is abruptly torn and is not usable
1.2.3. The structure is loosely woven in part or areas, or weave is damaged or torn
1.2.4. Fabric length for unstitched suits / dress material varies more than 15%, as stated in the product description on the Suroh website
1.3. NOT COVERED as Defect or Damage
1.3.1. Color reproduction on various digital screens vastly varies, hence there shall always be some gap between what you see online versus in real.
1.3.2. Some particular types of fabrics suffer inherent color bleeding for a few washes. Instructions for each such fabric is clearly mentioned on respective product page.
1.3.3. Any orders for which the 7 day period, starting from day of order delivery, has passed doesn’t qualify for returns.
1.4.1. Any request of exchange shall be fulfilled subject to the availability of the product in the inventory on the date of receipt of returned order/products. We are design house that creates unique products i.e. single pieces for each design. So it is highly likely that we may not have exact replacements. We will however offer close product matches for you to choose from.
1.4.2. Exchange of products shall be calculated on the net payable price of the item(s) and not on MRP.
1.5. Conditions of Returned Products
1.5.1. The tags and original packing of the product should be intact in its entirety.
1.5.2. The product should be unwashed, unused, unstitched and in an undamaged condition.
1.5.3. The item needs to be returned along with the original packaging.
1.5.4 Sale products will not be returnable or exchangeable except in case of defect.
1.5.5 Suroh will inspect the returned product to ensure that these conditions are met. Decision to process refund / return / exchange will be based on the return meeting all the conditions stated in clause 1.5
2. When Customer Changed His/Her Mind, or Did Not Like The Product
2.1. Refund Policy
In all such instances when a customer changed their mind, or the product didn’t meet their set expectations, and wish to return the product, Suroh shall accept returns, given that returned products qualify the conditions mentioned in clause 2.2. In such cases, customer shall bear the full shipping charges, and there shall be no reverse pick-up facility to avail. The refund shall be processed within 10 days from the date of receipt of returned order back at the shipping source.
2.2. Conditions of Returned Products
2.2.1. The tags on the product should be intact.
2.2.2. The product should be unwashed, unused, unstitched and in an undamaged condition.
2.2.3. The item needs to be returned along with the original packaging.
2.2.4. Suroh will inspect the returned product to ensure that these conditions are met. Decision to process refund will be based on the return meeting all the conditions stated in clause 2.2