Something not right? Here’s how returns work.
At Sundara Fashion, we want every order to reach you as expected. This Return & Replacement Policy explains when an item may qualify for return or replacement, the conditions that apply and how to raise a request.
Fair resolutions for genuine order problems.
We understand that an online purchase may occasionally arrive damaged, incorrect, defective or different from what was reasonably expected from the product listing.
This Policy explains our standard return and replacement procedure. It does not limit any mandatory remedy available to a consumer under applicable law.
Policy Overview
This Return & Replacement Policy applies to eligible products purchased directly through Sundara Fashion, operated by SUNDARA VASTRA CREATIONS PRIVATE LIMITED.
A return or replacement request must satisfy the applicable eligibility requirements described below, except where a different remedy is required under applicable consumer law.
Please review the product listing before ordering, including available size, colour, description and other relevant information.
When a Product May Be Eligible
Subject to the conditions in this Policy, you may raise a return or replacement request where:
The delivered product is different from the item confirmed in your order.
The product contains material physical damage present when received.
The item has a genuine manufacturing or functional defect affecting normal use.
The product materially differs from the characteristics or features represented on the product page.
A size-related request may be considered where size options apply and policy conditions are satisfied.
A product or included component shown as part of the purchased item is missing.
Return Request Window
An eligible return or replacement request should normally be submitted within 7 calendar days from the date of delivery.
The delivery date recorded by the applicable courier or delivery system may be used when determining the request period.
For a wrong, damaged, defective or incomplete shipment, contacting us as soon as reasonably possible after delivery helps us review the issue efficiently.
A time limit in this Policy does not eliminate a remedy that must remain available under applicable consumer law.
Condition of Returned Products
Unless the return itself concerns a defect or damage that makes a condition impossible to satisfy, an item should be returned:
- Unused and unworn.
- Unwashed and unaltered.
- With original tags and labels attached.
- With original product packaging where reasonably available.
- With accessories, components or promotional items supplied as part of that product, where applicable.
- Free from stains, perfume, makeup, body odour or customer-caused damage.
Customers are responsible for taking reasonable care of the product while it is in their possession.
When a Return May Not Be Accepted
Subject to mandatory consumer rights, a return request may normally be declined where:
- The return request is raised after the applicable return period without a legally protected reason.
- The product has been worn, washed, used or altered after delivery.
- Original tags have been removed or materially damaged.
- The product shows customer-caused stains, tears, odour, makeup marks or other damage after delivery.
- The item was specifically identified as non-returnable before purchase for a lawful reason.
- The return contains a product different from the item originally supplied.
- Essential components supplied with the product have not been returned.
“Non-returnable” does not erase statutory remedies.
Where applicable law requires a remedy because goods are defective, deficient, spurious, materially different from their advertised or agreed characteristics, or otherwise covered by mandatory consumer protections, those statutory rights continue to apply.
Size-Related Requests
Where a product is offered in selectable sizes, an unused and eligible item may qualify for size replacement or return according to this Policy.
Replacement with another size depends on stock availability. If the requested replacement size is unavailable, an alternative resolution may be provided according to the applicable refund or return process.
Customers should review the available size information before ordering because sizing may differ between styles and designs.
Damaged, Defective or Wrong Products
If your order arrives materially damaged, defective, incomplete or contains a different item from the product ordered, contact us promptly.
To review the request, we may reasonably ask for:
- Your order number.
- The name and contact details associated with the order.
- Clear photographs of the product.
- Photographs of packaging, labels or shipping information where relevant.
- A short explanation of the issue.
Any requested evidence should be limited to what is reasonably necessary to review the problem.
How to Request a Return
Follow these steps to submit a return or replacement request.
Reach us through sunita@sundarafashion.in or the official contact details provided on our website.
Include the order number and identify the product for which you are requesting a return.
Tell us whether the issue concerns damage, defect, incorrect product, size or another eligible reason.
If the request is eligible, follow the pickup or shipment instructions communicated to you.
Once the returned product is received, it may be inspected before the applicable replacement or refund is completed.
Return Pickup and Shipping
Where reverse pickup is available for an approved return, pickup instructions may be provided to the customer.
Availability of reverse pickup depends on courier coverage and the delivery location.
Where pickup is unavailable, we may provide reasonable instructions for returning the product using another appropriate method.
Responsibility for return shipping costs depends on the reason for the return. Where the return results from an incorrect, damaged, defective or otherwise non-conforming product attributable to us, customers will not be required to bear unreasonable return costs.
Inspection of Returned Items
A returned item may be checked after it reaches the designated return facility.
Inspection may verify:
- That the returned product corresponds to the original order.
- The condition of the product and attached tags.
- The issue stated in the return request, where verification is reasonably possible.
- Whether components supplied with the product are present.
Inspection will not be used to deny a legitimate statutory remedy where the product is genuinely defective, incorrect or otherwise protected under applicable law.
Replacement
Where a replacement is approved, we will attempt to provide the same product or applicable replacement size, depending on stock availability.
A replacement cannot be guaranteed where the relevant item is out of stock or has been discontinued.
If an approved replacement cannot reasonably be supplied, an appropriate refund or alternative resolution may be offered in accordance with applicable policy and law.
Refunds After an Approved Return
If a return qualifies for a refund rather than replacement, the refund will be processed according to our separate Refund & Cancellation Policy.
Refund processing time may vary depending on the original payment method, bank, payment gateway or other financial service provider.
Where reasonably possible, an approved refund for a prepaid order will be returned through the original payment method or another lawful method communicated to the customer.
Please see the Refund & Cancellation Policy for more information.
Requests That Do Not Meet the Policy
If a return request does not satisfy the applicable policy conditions, we may decline the request after reviewing the available information.
Where appropriate, we may communicate the reason for rejection and any available next steps.
If you believe a genuine defective, incorrect, misdescribed or otherwise legally protected return has been incorrectly rejected, you may raise the matter through our grievance contact.
Packages Reported as Delivered but Not Received
If tracking shows a parcel as delivered but you have not received it, contact us promptly so that available delivery information can be reviewed.
We may coordinate with the relevant courier or logistics provider and may request reasonable delivery-related information from you.
Such cases are handled according to the available evidence, courier investigation and applicable consumer rights.
Exchange Requests
Where exchanges are made available, they remain subject to product eligibility and stock availability.
We cannot guarantee availability of a different colour, design or size by the time a returned product completes the inspection process.
If an exchange cannot be completed, another remedy may be offered where applicable.
Fair Use of the Return Process
The return facility is intended to resolve genuine product and order concerns.
We may investigate patterns that reasonably indicate fraud, substitution of products, deliberate damage or other abuse of the return process.
Any action taken in response to suspected misuse will remain subject to applicable law and will not remove legitimate consumer rights.
Your Statutory Consumer Rights
This Policy is intended to provide a practical process for returns and replacements and should be read consistently with applicable Indian consumer-protection law.
Nothing in this Policy is intended to prevent a consumer from seeking an available statutory remedy before a competent consumer commission or other authority.
Where applicable law provides a stronger remedy than this standard store policy, the mandatory legal right continues to apply.
Customer Support and Grievance
For return-related assistance, contact us using the official information below.
When contacting us about an order, include your order number and enough information to identify the relevant transaction.
Do not share passwords, OTPs, UPI PINs, card PINs or banking authentication credentials when requesting return support.
Need help with a return?
Use our official support information for eligible return, replacement or product-related concerns.
Official business information.
These details identify the entity responsible for operating Sundara Fashion and administering this Return & Replacement Policy.
A clear path when something isn’t right.
For questions about an eligible return, replacement or an issue with your Sundara Fashion order, contact our customer support team.