Return & Refund Policy
We want you to shop at Sujaa with confidence. This policy explains our 7-day return process, eligibility conditions, refund timelines and the evidence required for damaged, incorrect or defective product claims.
Eligible products may be requested for return within 7 days from the date of delivery, subject to the conditions and verification requirements stated in this policy.
1. 7-Day Return Window
We offer a 7-day return window on eligible products. The return request must be raised within 7 calendar days from the date on which the order is marked as delivered.
Requests received after the 7-day return period may not be accepted, except where required by applicable law or where Sujaa has expressly approved an exception.
2. Product Opening / Unboxing Video Requirement
For claims involving a damaged, defective, incorrect, missing or visibly tampered product, customers are required to record a clear, continuous video while opening the package for the first time.
- The video should begin before the outer package is opened.
- The shipping label and package condition should be clearly visible.
- The video should continuously show the package being opened and the product being removed.
- Any damage, defect, incorrect item or missing component should be clearly shown in the same video.
- The video should not contain cuts, edits or interruptions that prevent verification of the claim.
3. Return Eligibility
A product may be eligible for return when:
- The return request is raised within the 7-day return window.
- The product is unused, unworn, unwashed and unaltered.
- Original tags, labels, accessories and packaging are intact.
- The product is returned in the same condition in which it was received.
- Valid order details and proof of purchase are available.
- Where applicable, the required product-opening video and supporting photographs are provided.
4. Non-Returnable Items
Certain products may not be eligible for return for hygiene, customization, usage or product-condition reasons. This may include:
- Products that have been worn, washed, used, stained, damaged or altered after delivery.
- Products without original tags, labels or packaging.
- Customized, made-to-order or altered products, unless defective or incorrectly supplied.
- Items specifically marked as final sale or non-returnable on the product page.
- Products damaged due to misuse, improper handling or failure to follow care instructions.
5. How to Request a Return
To request a return, please contact us within 7 days of delivery at sujaakolkata@gmail.com.
Please include:
- Your order number.
- Your full name and contact number.
- The product name and reason for return.
- Clear photographs of the product and packaging.
- The opening/unboxing video where required.
Our team will review the request and provide return instructions if the request is eligible.
6. Inspection & Return Approval
All returned products are subject to quality inspection after they are received by Sujaa. Approval of a return request does not automatically guarantee a refund until the returned product passes inspection.
If the returned product is found to be used, altered, damaged after delivery, missing tags or otherwise outside the approved return conditions, the refund may be declined.
7. Refund Process
Once an eligible return is received and approved after inspection, the refund will be initiated to the original payment method wherever possible.
The time taken for the amount to appear in your bank, card, UPI or payment account may vary depending on the payment provider or financial institution.
For Cash on Delivery orders, Sujaa may request suitable bank or UPI details to process the approved refund.
8. Exchange Requests
Exchange availability depends on product stock and the condition of the returned item. If the requested replacement is unavailable, an approved refund or another suitable resolution may be offered.
Any exchange request must also be raised within the applicable 7-day return period.
9. Return Shipping
Return pickup or return shipping instructions will be communicated after the return request is approved. Customers should not send products back without receiving return instructions from Sujaa.
Where the return is due to a verified damaged, defective or incorrect product supplied by Sujaa, return shipping treatment will be determined as part of the approved resolution.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. Cancellation may be possible only before the order has been processed or dispatched.
Once an order has been shipped, it may need to follow the applicable return process after delivery.
11. Contact Us
For return, refund, exchange or order-related support, please contact the Sujaa team using the details below.