Cancellations & Refunds

If something is wrong with your order, we will fix it. This page sets out exactly when you can cancel, what we can take back, and how long a refund takes.

Cancelling an order

• Before dispatch: cancel for a full refund, no questions asked. Message us on WhatsApp or email and we will confirm.
• After dispatch: we cannot cancel a shipment that has been picked up. Refuse the delivery or contact us on arrival and we will treat it as a return.
• Bulk and corporate orders are governed by the terms in your proposal. Once a sample has been approved and production has started, work already completed is chargeable.

Damaged, wrong, or missing items

Tell us within 48 hours of delivery and we will replace the item or refund it, whichever you prefer. Please send:

• photographs of the outer packaging, including the shipping label,
• photographs of the affected items,
• your order number.

Hold on to the packaging until the claim is settled, because the courier needs it. We pay the return shipping in these cases — you should never be out of pocket for something that was our mistake or the courier's.

What we cannot take back

Some things genuinely cannot be resold, and it is fairer to say so up front than to decline a request later:

• Food items with a broken seal. Ghee, oils, atta, millet mixes and nut butters are consumables. Unopened and undamaged, they can come back. Opened, they cannot.
• Personalised and branded items. Anything carrying your logo, a name, or a custom message was made only for you.
• Change of mind after delivery on a correctly delivered, undamaged order.

A note on handcrafted pieces

Terracotta, dhokra brass, block-print and other handmade objects vary a little from piece to piece — in tone, in finish, in exact dimensions. That is what handmade means, and it is not a defect. Cracks, chips, or breakage in transit are defects, and those we replace.

How refunds are processed

• Refunds go back to the original payment method. We cannot redirect them elsewhere.
• We initiate the refund within 3 working days of approving your request.
• Your bank or card issuer then takes a further 5 to 7 working days to credit it. That part is outside our control.
• Where an order was partly delivered, we refund the value of the affected items plus any shipping charged on them.

How to reach us

WhatsApp is fastest: +91 88900 61469. Or email hello@sutragifting.com with your order number. We reply on working days, usually the same day.

Sutra Gifting, I-4/43, Sector 5, Industrial Area, Naya Raipur, Chhattisgarh, India.

See also our shipping policy and terms of service.