Return & Exchange Policy  

At Sumathi Textile, customer satisfaction is important to us. However, since most of our products are made through traditional weaving and artisan processes, we follow a clear and transparent return and exchange policy to ensure fairness for both our customers and our weavers.

Important Note  

A 360° parcel opening video is compulsory to raise any complaint.

Complaints without a proper 360° parcel opening video will not be accepted under any circumstances.

Cases Where Return / Exchange Is Accepted  

1. Damaged or Incorrect Product  

If you receive a product that is damaged or incorrect, return/exchange will be accepted provided the issue is clearly visible in the parcel opening video.

• For an eligible damaged or incorrect-product case, Sumathi Textile will bear the return shipping/pickup cost.

• If the customer chooses to self-ship the product, Sumathi Textile will reimburse ₹100 per product towards the return shipping cost.

• If the customer chooses return pickup arranged by Sumathi Textile, the applicable pickup cost will be fully borne by Sumathi Textile.

• No return pickup charge will be deducted from the customer's wallet/refund for confirmed damaged or incorrect products.

2. Product Quality Not as Expected  

If the product quality is not as expected by the customer:

• An exchange or wallet refund may be provided after deducting the applicable shipping charges, subject to approval by the Sumathi Textile team.

• If the customer chooses to self-ship, the return shipping cost will be borne by the customer.

• If the customer chooses our return pickup service, a return pickup charge of approximately ₹100 per product will be adjusted from the eligible wallet refund/exchange value.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile.

• In case of an exchange, the shipping charges for sending the exchanged product to the customer will also be borne by the customer.

• The remaining eligible amount after all applicable deductions will be added to the customer's Sumathi Textile wallet or adjusted against the value of the exchanged product.

• The final decision regarding refund or exchange rests with the Sumathi Textile team.

3. Exchange Based on Stock Availability  

• All exchanges are subject to stock availability.

• If the same product is unavailable, the eligible amount after applicable deductions will be added to the Sumathi Textile wallet for future purchases.

• An alternative product may be offered where applicable and subject to the approval of the Sumathi Textile team.

4. Refund Type  

• No cash refunds will be provided.

• Approved refunds will be processed only as Sumathi Textile wallet credits or through product exchange, as applicable.

5. Complaint Timeframe  

• All complaints must be raised within 48 hours of delivery.

• Customers must send their Order ID, 360° parcel opening video, and complete issue details via WhatsApp to 8122673322.

6. Size Exchange for Readymade Products  

• Size exchange is available subject to stock availability.

• The customer must bear the applicable return and exchange shipping costs.

• If the customer chooses our return pickup service, approximately ₹100 per product will be adjusted towards the return pickup cost.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile.

• Customers are strongly advised to check the size chart before placing an order.

7. Order Cancellation  

• Sumathi Textile may occasionally cancel an order if a product is found to be damaged during packing or is unavailable in stock.

• The customer will be informed about such cancellation.

• The applicable refund or wallet credit will be processed accordingly.

8. Unauthorized Returns  

• Any return sent without prior confirmation from Sumathi Textile may be rejected.

• Such unauthorized returns may be sent back to the customer at the customer's own cost.

9. Return Parcel Condition  

• Return parcels must be properly folded, neatly packed, unused, and in good condition.

• Products should be returned with their original tags, labels, packaging, and other applicable accessories/items.

• Improperly packed, used, altered, or damaged return parcels may be subject to additional charges or rejection before processing.

No Return / Exchange For  

Without a parcel opening video: No complaint will be accepted.

Damage or defects caused by customer handling, usage, washing, ironing, alteration, or improper care.

Quality complaints for the following products/orders:

• Handstock
• Offer Collections
• ST Verified (Weaver Products)
• Bulk Orders / Wholesale Orders
• Uniform Orders
• Best Reviewed / Top Rated Products

Slight colour variations of approximately 5–10% caused by lighting conditions, photography, or differences in mobile, computer, or monitor displays.

• For genuine colour-related complaints, video proof is compulsory.
• Photos alone will not be accepted for colour complaints.

Minor weaving gaps, thread pulls, or small stains that may naturally occur during the traditional loom/weaving process. Such characteristics are considered part of the artisan weaving process and are not treated as product damage.

Complaints raised after 48 hours of delivery will not be accepted.

Note: The final decision regarding refund, exchange, complaint eligibility, product condition, and applicable deductions rests with the Sumathi Textile team.

Steps to Follow for Return  

Step 1: Raise Your Complaint  

• Share your Order ID, 360° parcel opening video, and complete issue details via WhatsApp at 8122673322.

• Our team will review the complaint and confirm whether the product is eligible for return or exchange.

• Do not send the product back before receiving confirmation from Sumathi Textile.

Step 2: Choose a Return Shipping Option  

Once your return/exchange request is approved, you can choose one of the following options, depending on eligibility.

Option 1: Self-Shipping by Customer  

• After receiving confirmation from Sumathi Textile, send the return parcel within 2 days.

• Share the tracking receipt with our team after dispatch.

• Mention your Order ID clearly on the courier cover for faster identification and processing.

For confirmed damaged or incorrect products:

• Sumathi Textile will reimburse ₹100 per product towards the return shipping cost.

• The reimbursement is applicable only to eligible complaints approved by the Sumathi Textile team.

For quality complaints, size exchanges, or customer-requested returns:

• The customer must bear the complete return shipping cost.

Option 2: Return Pickup from Sumathi Textile  

• We will check pickup service availability for your location.

• Once pickup availability is confirmed, we will arrange the return pickup.

For confirmed damaged or incorrect products:

• Sumathi Textile will bear the complete return pickup cost.

• No pickup charge will be deducted from the customer's wallet/refund.

For quality complaints, size exchanges, or customer-requested returns:

• Return pickup can be arranged if the service is available in the customer's location.

• Return pickup charges of approximately ₹100 per product will be adjusted from the eligible wallet refund/exchange value.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile will be adjusted from the eligible wallet refund/exchange value.

• Pickup availability and charges may vary depending on the customer's location and courier service.

Step 3: Pack the Return Parcel  

• The product must be properly folded, neatly packed, unused, and in good condition.

• Retain and return all applicable original tags, labels, packaging, and accessories.

• Mention your Order ID clearly on the parcel cover.

• The parcel should be ready for pickup if the pickup option is selected.

• Unauthorized returns sent without prior confirmation may be rejected.

Step 4: Return Verification  

• Once the return parcel is received, our team will inspect and verify the product and the reported issue.

• The returned product must match the product and condition reported in the original complaint.

• If the product is found to be used, altered, damaged due to customer handling, improperly packed, or otherwise not eligible under this policy, the return/exchange may be rejected.

• Once the return is successfully verified, the eligible exchange or wallet refund will be processed according to this Return & Exchange Policy.

Important Regarding Return Shipping Charges  

Applicable deductions, reimbursements, and pickup charges are subject to return eligibility and final approval by the Sumathi Textile team.

Customer Support Timings  

• Working Hours: 10:00 AM – 7:30 PM

• Lunch Break: 1:30 PM – 2:30 PM

• Weekly Off: Sunday

📞 Order Enquiry: 8870482654

📱 Complaint Number: 8122673322

📧 Email: sumathitextile.india@gmail.com

All final decisions regarding exchange or refund rest with the Sumathi Textile team.

We kindly request all customers to carefully review and follow the above policy guidelines to ensure a smooth and timely resolution of return and exchange requests.