Refund policy

Exchange & Refund Policy

At Soul Sootra, every product is carefully selected and quality-checked before dispatch. Since many of our products are handcrafted and available in limited quantities, we follow the policy below to ensure a fair experience for our customers.

1. Returns & Exchanges

Eligible ready-to-wear products can be returned or exchanged within 7 days of delivery, provided the product is:

• Unused, unworn and unwashed
• Unaltered
• Free from stains, perfume, makeup or damage
• Returned with original tags and packaging intact

Please contact us within 48 hours of delivery to initiate a return or exchange.

2. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery with clear photographs/videos and your order number.

After verification, we will offer a replacement, exchange or refund, as applicable.

For confirmed errors or defects from our side, Soul Sootra will bear the return shipping cost.

3. Size Exchanges

We recommend checking our size chart carefully before ordering.

If you need a different size, an exchange may be offered within 7 days of delivery, subject to availability and the product meeting our return conditions.

Applicable return shipping charges for size exchanges may be borne by the customer.

4. Non-Returnable Products

The following are not eligible for return or exchange, except in case of damage, defect or incorrect shipment:

• Cut or altered fabrics and dress materials
• Customised, stitched or made-to-order products
• Products altered at the customer's request
• Sale/clearance products marked as Final Sale
• Products that have been worn, washed, altered or damaged after delivery

5. Handcrafted Products & Colour Variations

Many Soul Sootra products are handcrafted. Minor variations in colour, weave, print, texture or finish are natural characteristics of handcrafted products and are not considered defects.

Colours may also appear slightly different depending on your screen and lighting conditions.

6. Refunds

Refunds will be processed only after the returned product has been received and inspected.

Approved refunds will generally be initiated within 5–7 business days after verification. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

For COD orders, refund details may be requested to process an approved refund.

7. Order Cancellation

Orders can be cancelled only before dispatch.

Once an order has been dispatched, cancellation may not be possible. Customised, stitched or made-to-order products cannot be cancelled once processing has begun.

8. How to Request a Return or Exchange

Please contact us at:

Email: aarti.gosavi@soulsootra.com
WhatsApp: 9096113971

Please mention your order number, product name and reason for return/exchange, along with photographs/videos where applicable.

Please do not send any product back without receiving return instructions from Soul Sootra.

9. Important

All returns and exchanges are subject to verification and availability. This policy does not limit any rights available to customers under applicable Indian consumer protection laws.