Returns, Replacements & Refund Policy

At Soma Sutra, we strive to ensure that every order reaches you in good condition. Please read our policy carefully before placing an order.

1. Eligibility for Returns and Replacements

We accept requests for replacement or refund in cases involving:

• Products received in a damaged or defective condition.

• Items missing from the delivered order.

• Incorrect products received, where applicable.

Requests are subject to verification and approval by our team.

2. Mandatory Proof Within 24 Hours

For any replacement or refund request involving a defective, damaged, or missing item, customers must share clear photographs and an unboxing video within 24 hours of delivery.

The evidence should clearly show:

• The unopened package, where available, and the unboxing process.

• The shipping label and outer packaging.

• The affected product, visible damage, defect, or missing item.

• All products received in the package, where relevant.

Claims submitted without the required visual proof within 24 hours of delivery will not be accepted under this policy. Please retain the original packaging until your claim has been reviewed.

3. How to Request a Return, Replacement, or Refund

To raise a request, contact our customer support team through the contact details provided on our website within 24 hours of delivery.

Please include:

• Your order number.

• A brief description of the issue.

• Clear photographs and an unboxing video.

• Any additional information requested by our support team.

Our team will review the submitted evidence and communicate the next steps.

4. Refunds

If a refund is approved, it will be processed to the original payment method wherever possible. Processing and credit timelines may vary depending on the payment provider or bank.

Where a replacement is approved, we will communicate the replacement process and expected timeline.

5. Non-Eligible Requests

Requests may be declined if:

• The required photographs and unboxing video are not submitted within 24 hours of delivery.

• The submitted evidence is unclear, incomplete, or insufficient to verify the claim.

• The issue does not qualify under the eligible circumstances outlined in this policy.

This policy does not limit any rights available to customers under applicable consumer protection laws.

6. Cancellations

Orders may be cancelled only if they have not yet been dispatched. Once an order has been shipped, cancellation may no longer be possible. Please contact customer support as soon as possible if you wish to request a cancellation.

7. Contact Us

For return, replacement, or refund assistance, please contact us using the official customer support details listed on our website. Please mention your order number in all communications to help us resolve your request efficiently.

Soma Sutra reserves the right to verify all claims before approving a replacement or refund.