Refund Policy
Return and Refund Policy
Last Updated: April 15, 2026
Thank you for shopping at Sutraq. We take immense pride in the craftsmanship of our handloom collections. Because these pieces are handcrafted, they carry unique characteristics that distinguish them from machine-made factory products. These minor irregularities are not flaws; they are the "soul" of the saree, embodying the time, effort, and cultural heritage of the artisan.
1. Order Cancellations & Changes
We understand that plans can change. To modify or cancel your order:
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Timeline: You must intimate any changes within 24 hours of placing the order.
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Restriction: No cancellations or modifications are allowed once the order has been shipped.
2. Returns and Refunds
Due to the delicate nature of handloom fabrics and the artisanal process involved, we do not offer refunds or exchanges unless the product is found to be defective.
A. Handloom Authenticity & "Beauty Marks"
The following characteristics are natural to the hand-weaving process and are not considered defects:
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Small Knots/Thread Joins: Knots where broken threads were hand-tied by the weaver.
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Slubs: Thicker spots in the yarn, common in hand-spun fabrics, which add texture.
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Uneven Weave/Thread Pulls: Slight variations in the density or tension of the weave.
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Motif Misalignment: Minor asymmetry or spacing variations in hand-woven patterns.
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Pinholes: Tiny holes at the edge (selvedge) caused by stretching the fabric on a traditional loom.
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Dye Variations: Subtle shade differences or hand-dye marks, typical of organic or natural dyes.
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Floating Threads: Loose threads on the reverse side of the saree, common in hand-weaving.
- Small colour bleeds: Minor dye patches, streaks, or stains are considered inherent characteristics and a hallmark of authentic, hand-dyed handloom sarees.
B. What Is Considered a True Defect
While we celebrate the beauty of hand-weaving, we maintain strict quality standards. A genuine defect includes:
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Large holes, tears, or structural damage to the fabric.
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Major stains or permanent discoloration.
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Significant weaving errors that compromise the integrity of the saree.
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Extensive and severe damage to the fabric.
C. Notification & Resolution
In the rare event of a genuine manufacturing defect:
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Contact: Email us at sutraqindia@gmail.com with your Order ID and clear opening video/photographs of the defect.
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Deadline: This must be done within 24 hours of receiving the product.
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Resolution: Upon verification, we will initiate an exchange, replacement, or refund.
3. Tampered Packaging
If you receive a package that appears tampered with or damaged during transit:
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Action: Do not accept the delivery. Return it immediately to the delivery person.
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Notification: Notify us via email with your Order ID so we can investigate.
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Note: If a tampered package is accepted, it will be assumed that the goods were received in a secure manner.
4. Returning Goods
Once a return is approved by our team:
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Costs: You are responsible for the cost and risk of returning the Goods to us.
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Address: Items should be sent to our facility in Hinjewadi, Pune. (Please contact us for the full postal address.
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Security: We recommend an insured and trackable mail service. We cannot be held responsible for goods lost in the return shipment.
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Requirement: We require actual receipt of the Goods or valid proof of return delivery before processing refunds.
5. Definitions
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Company: Refers to Sutraq ("We", "Us", or "Our").
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Goods: The items offered for sale on the Website.
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Orders: A request by You to purchase Goods from us.
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Website: Refers to sutraq.in.
6. Contact Us
For any questions regarding this policy, please reach out to our support team:
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Email: sutraqindia@gmail.com
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Phone: +91 90214 74327
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Business Hours: 10:00 AM – 08:00 PM (IST)