Return, Refund, Exchange, Shipping & Alteration Policy

This Policy governs all purchases made on sumannathwani.com (the “Website”) operated by Suman Nathwani (“we,” “us,” or “our”). By placing an order, the customer (“you”) agrees to be bound by the terms set out below. This Policy is framed in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Legal Metrology (Packaged Commodities) Rules, 2011, and all other applicable laws of India.

As a designer label, every piece is meticulously crafted, quality-checked and packaged under strict hygiene standards. To preserve the integrity of our products and ensure fairness for all customers, please read this Policy carefully before placing an order.

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1. Product Categories & Eligibility at a Glance

Eligibility for return, exchange or alteration depends on the product category. The table below summarises the position; the detailed conditions are set out in the sections that follow.

• Sale / Discounted Products & Credit-Note Orders: Non-returnable and non-exchangeable. Defect-only exception applies (see Section 4).
• Swimwear & Beachwear: Strictly non-returnable and non-exchangeable on hygiene grounds. Defect-only exception applies (see Section 4).
• Customised, Made-to-Order & Bespoke Products: Non-returnable and non-exchangeable. Sizing concerns are addressed only through our Alteration Policy (see Section 7).
• Non-Customised Products (regular collection, full-price): Eligible for size-exchange only, subject to the conditions in Section 3.
• Defective, Damaged or Incorrect Products (all categories): Eligible for replacement or, at our discretion, refund. See Section 4.

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2. Returns & Refunds — General Position

We do not accept returns or offer refunds on any product purchased from the Website, save for the limited defect-only exception set out in Section 4.

This position is consistent with the nature of our products as designer apparel, manufactured and packaged under controlled conditions where any return after unboxing materially affects resale value and hygiene.

Where a refund is offered at our discretion under the defect-only exception, it will be processed to the original payment method within seven (7) business days of the refund being approved. Refunds against orders placed using credit notes, vouchers or store credit will be issued only in the form of fresh store credit of equivalent value.

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3. Size Exchange (Non-Customised, Full-Price Products Only)

We offer a one-time size exchange on non-customised, full-price products, strictly on the following conditions:

• You notify us of the size issue within seven (7) days of delivery, by writing to customercare@sdapparels.com with your order number, name and registered phone number. Requests received after this period will not be accepted.
• The product is unused, unworn, unwashed, free of stains, perfumes, deodorants, body oils or any other marks, and is returned in its original condition with all tags, labels and packaging intact.
• You record a clear, continuous packaging video showing the product being inspected and sealed, with your full name, order number and phone number visible on the outer packaging. Exchange requests submitted without this video may be rejected.
• You arrange and bear the cost of shipping the product back to our Head Office.
• The value of the exchanged product must be equal to or higher than the original product. Any price difference must be paid by you in advance, by prepaid means only. Cash on Delivery is not available for any exchange-related payment.
• Once the returned product is received and clears our quality inspection, the exchanged piece will be dispatched within seven (7) to ten (10) working days.

Size exchange is not available on sale products, discounted products, credit-note orders, swimwear, beachwear, customised or made-to-order products. Exchanged products are final-sale and will not be eligible for any further return, exchange or alteration.

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4. Defective, Damaged or Incorrect Products

We stand behind the quality of our work. If you receive a product that is defective, damaged in transit or different from what was ordered, please notify us within seven (7) days of delivery in accordance with Rule 6(5) of the Consumer Protection (E-Commerce) Rules, 2020.

4.1 How to Raise a Claim

• Write to customercare@sdapparels.com within seven (7) days of delivery, with the following: (i) order number, (ii) registered name and phone number, (iii) clear photographs of the defect or damage, (iv) a photograph of the shipping label, and (v) the unedited unboxing video referred to in Section 6.
• Claims raised after seven (7) days, or claims unsupported by an unedited unboxing video, may be rejected.

4.2 Resolution

On receipt of a valid claim, we will investigate and revert within three (3) business days. If the claim is accepted, we will arrange a reverse pickup at our cost, inspect the product, and at our sole discretion:

• Dispatch a replacement of the same product, where stock permits; or
• Dispatch an alternative product of equal value; or
• Issue a store credit valid for sixty (60) days; or
• In genuine cases where none of the above is feasible, issue a refund to the original payment method.

Replacements are dispatched within seven (7) to ten (10) working days of the returned product clearing inspection. We reserve the right to reject any claim where the defect is found to be on account of normal wear and tear, mishandling, improper care, washing or alteration carried out outside our Head Office.

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5. Shipping Policy

5.1 Domestic Shipping

We offer two shipping options within India:

• Express Shipping: ₹600. Estimated delivery within seventy-two (72) hours from dispatch.
• Standard Shipping: ₹125 for Cash on Delivery orders. For prepaid orders, shipping is free on orders of ₹1,500 and above; orders below ₹1,500 will be charged at the applicable rate displayed at checkout. Estimated delivery within seven (7) to ten (10) working days from dispatch.

5.2 Dispatch & Delivery Timelines

Stated timelines are estimates from the date of dispatch and not from the date of order. Delivery timelines may be affected by stock availability, customisation lead times, festive volumes, force majeure events or courier delays beyond our reasonable control. We will keep you informed of any material delay by email or phone.

5.3 Address Accuracy & Failed Delivery

It is your responsibility to provide a complete and accurate shipping address and a reachable contact number. We will not be responsible for non-delivery, mis-delivery or delays arising from incorrect, incomplete or unreachable address details. Where a shipment is returned to us as undeliverable, re-shipment will be at your cost.

5.4 Risk & Title

Risk and title in the product pass to you upon delivery to the address provided at the time of order. Damage in transit, where notified within the timelines in Section 4, will be addressed under the defect-only exception.

5.5 International Shipping

International shipments, where available, are subject to applicable customs duties, taxes and import charges levied by the destination country, all of which are payable by the customer. We are not responsible for delays caused by customs clearance.

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6. Customer Responsibilities

To enable us to process your claim fairly and quickly, and to protect both parties from disputes, you agree to the following:

• Unboxing Video: Record a clear, continuous, unedited video of the package being opened, from a sealed state through to inspection of the product. This is mandatory for any claim relating to defects, damage, incorrect items, short-shipment or tampering.
• Hygiene on Try-On: Products must be tried on with appropriate inner garments. Items returned with marks, stains, perfumes, deodorants, body oils, makeup or visible signs of wear will be rejected at quality inspection and returned to you at your cost.
• Original Packaging: All tags, labels, dust bags and original packaging must be intact. Products returned without original packaging will not be accepted.
• Care Instructions: Please follow the care label and any care instructions provided with the product. Damage caused by failure to follow care instructions is not covered under any claim.
• Single Window: All return, exchange, alteration and defect-related communication must be addressed to customercare@sdapparels.com. Claims raised through social media DMs, third-party platforms or unverified channels will not be processed.

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7. Alteration Policy

Where the product is otherwise as ordered but you experience a sizing issue, we offer alteration services to help achieve the best possible fit, on the following terms:

• You must notify us within seven (7) days of delivery. Requests received after this period will not be accepted.
• You arrange and bear the cost of shipping the product to our Head Office. If you are unable to arrange shipping, we can organise a reverse pickup at a charge of ₹200, payable in advance.
• Alteration Charges (indicative):
  • Basic alterations (e.g., length adjustments): ₹50
  • Major size alterations (e.g., XL to L): ₹200
  • Custom modifications (e.g., adding a zip, structural design changes): quoted on a case-to-case basis after inspection.
• All alteration charges, and any forward courier charges for redispatch, must be paid in advance by prepaid means only. Cash on Delivery is not available for altered products.
• Once altered, the product will be dispatched within a timeline communicated to you at the time of acceptance, depending on the complexity of the alteration.
• Products that have been altered, modified, customised or worked on outside our Head Office are final-sale and will not be eligible for any further return, exchange or alteration.

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8. Fraud, Misuse & Chargebacks

We are committed to serving genuine customers and reserve the right to protect our brand, our team and our community of buyers from misuse of this Policy. The following actions, without limitation, will be treated as misuse:

• Returning a product that has been used, worn, washed, altered or damaged after delivery, while claiming it as defective.
• Submitting tampered, edited or fabricated photographs, videos or documents in support of any claim.
• Filing repeated, unsubstantiated or vexatious claims, or a pattern of high-return behaviour across multiple orders.
• Initiating a payment-gateway chargeback or bank dispute on grounds that have already been addressed, or are being addressed, under this Policy.
• Refusing delivery of a prepaid shipment without prior intimation, or repeatedly refusing Cash on Delivery shipments after they have been dispatched.

Where misuse is established, we reserve the right, without prejudice to any other remedy available to us in law or equity, to:

• Reject the claim and return the product to you at your cost;
• Withhold any pending refund, store credit or replacement;
• Blacklist the customer account, phone number and shipping address from future orders;
• Recover from the customer all costs, including reverse logistics, payment gateway fees, and legal costs, incurred on account of the misuse; and
• Pursue appropriate civil and criminal proceedings, including under Sections 318 and 319 of the Bharatiya Nyaya Sanhita, 2023 (cheating and forgery), where warranted.

Chargebacks raised in respect of valid, fulfilled orders, or in respect of claims that are already under our prescribed grievance process, will be contested in full with all supporting evidence.

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9. Management Discretion

We recognise that genuine cases occasionally fall outside the strict letter of this Policy. In such cases, the management may, at its sole and absolute discretion and on a case-to-case basis, extend an accommodation to the customer, including a one-time exception to any condition stated in this Policy.

Any such accommodation is a goodwill gesture, does not constitute a precedent, does not create any right or entitlement in favour of any customer, and does not waive our right to enforce this Policy in its full terms in any other case. Decisions of the management under this section are final and binding.

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10. Grievance Redressal

In compliance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address customer concerns:

The Grievance Officer will acknowledge any complaint within forty-eight (48) hours of receipt and will endeavour to resolve it within one (1) month from the date of receipt, as required under the said Rules.

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11. General Terms

11.1 Amendments

We reserve the right to amend this Policy at any time, with such amendments taking effect upon being published on the Website. Orders placed prior to any amendment will continue to be governed by the version of this Policy in force on the date of the order.

11.2 Force Majeure

We shall not be liable for any delay or failure in performance under this Policy arising from events beyond our reasonable control, including but not limited to natural disasters, pandemic, strikes, riots, government action, courier disruption, or failure of essential utilities.

11.3 Governing Law & Jurisdiction

This Policy is governed by the laws of India. Subject to the Consumer Protection Act, 2019, the courts at Kolkata, West Bengal shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.

11.4 Severability

If any provision of this Policy is held to be invalid or unenforceable by any court or competent authority, the remaining provisions shall continue in full force and effect.

11.5 Entire Policy

This Policy, read together with our Terms & Conditions and Privacy Policy, constitutes the entire understanding between you and us in respect of returns, refunds, exchanges, shipping and alterations, and supersedes any prior representation, oral or written.

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— End of Policy —