Refund policy
We want you to be happy with what you ordered. Every Sootra product is printed on demand and checked before it ships. If we send something damaged, defective or incorrect, we will make it right.
Please read this policy before ordering. Because each item is made especially for your order, our return and exchange rules are different from those of a regular clothing store.
The short version
- Changed your mind immediately? You may cancel free of charge within 12 hours of placing the order, provided production has not started.
- Received a damaged, defective, misprinted or incorrect item? Report it within 7 days with your order details and clear photographs. We will provide a free replacement, or a refund where a suitable replacement is unavailable.
- Ordered the wrong size? One size-exchange request is available per order. The product exchange itself is free, but a combined reverse-pickup and reshipping charge of ₹200 per product applies. A maximum of two products may be exchanged from one order.
- Changed your mind or do not like a correctly supplied item? Because our products are made to order, change-of-mind returns and refunds are not normally available.
- COD and prepaid orders? The same eligibility rules, exchange limits and shipping charges apply to both.
1. Order cancellation
You may cancel an order free of charge within 12 hours of placing it, provided it has not entered production.
Every Sootra item is printed to order. Once production begins, the item cannot ordinarily be resold, so cancellation is no longer possible.
To request cancellation: email support@sootrastore.com or WhatsApp +91 83689 38627 with your order number and the word “Cancel”. Please do not rely on social-media messages.
- Prepaid orders: after an eligible cancellation is confirmed, we process a full refund to the original payment method within 3 working days. Banks may take a further 5–7 working days to credit it.
- Cash on Delivery orders: no payment has been collected, so we cancel the order without a refund transaction.
- After 12 hours or once production begins: cancellation is not available. Refusing delivery or changing your mind does not create eligibility for a refund.
If we cancel an order because it cannot be produced or delivered, we will notify you and issue a full refund without deduction.
2. Request window and evidence
You must raise a return, replacement or exchange request within 7 days of delivery.
Send your request to support@sootrastore.com or WhatsApp +91 83689 38627 with:
- Your order number
- A clear description of the problem
- Clear photographs showing the item, print and issue
- A photograph of the packaging if the parcel arrived damaged
We may ask for a short parcel-opening video or additional photographs where reasonably necessary to verify a damaged, defective, misprinted or incorrect item.
3. Damaged, defective, misprinted or incorrect items
If we sent the wrong product or size, or the item arrived damaged, defective or materially different from the approved design or product description, the correction is at no cost to you.
Once the issue is verified, we will offer a free replacement. If a suitable replacement is unavailable or inappropriate for resolving the verified issue, we will offer a full refund, including any original shipping charge paid for that item.
We will arrange reverse pickup where required and available. Where pickup is unavailable, we may ask you to courier the item and will reimburse reasonable courier charges when the fault is ours. In some cases, we may ask you to keep or responsibly dispose of the faulty item instead of returning it.
4. Size exchanges
Please check the size chart on the relevant product page before ordering. If you ordered the wrong size, the following rules apply:
- One size-exchange request is available per order.
- A maximum of two products from that order may be exchanged.
- The replacement product itself is supplied without an additional product charge, subject to the same design and price.
- A combined reverse-pickup and reshipping charge of ₹200 per product applies and must be paid before the exchange is processed or at delivery if we specifically offer that option.
- If you send the original item to our approved return address yourself, contact us before shipping. Any applicable outbound reshipping charge will still be payable.
- Any difference in product price will be charged or refunded as applicable.
If we sent a size different from the size on your order confirmation, this is our error and the ₹200 charge does not apply.
Exchanges are subject to stock and production availability. If the requested replacement cannot be produced, we will offer an available alternative or refund the affected item.
5. Return and refund eligibility
Because Sootra products are made to order, returns and refunds are primarily available where an item is:
- Damaged on arrival
- Defective or materially misprinted
- Different from the product or size ordered
- Materially different from the approved design or description on the product page
Change of mind, dislike of a correctly supplied design or fabric, or ordering the wrong size does not normally qualify for a refund. A size exchange may be available under section 4.
Any exception outside this policy is made at Sootra Store's sole discretion and does not create an entitlement or precedent for future orders.
6. Condition of approved returns and exchanges
Unless the item is being returned specifically because it arrived damaged or defective, it must be:
- Unused, unwashed and unworn, with original tags attached
- In its original packaging
- Free of stains, marks, odours, pet hair and signs of wear
- Returned only after approval and with the order number
We may decline an exchange or return if the product has been used, washed, altered or damaged after delivery.
7. Non-returnable items
The following are not eligible for change-of-mind return or refund:
- Made-to-order, custom or personalised products
- Innerwear, socks and face masks once opened
- Items marked “Final Sale” or “Non-returnable”
- Gift cards
- Requests submitted after the 7-day reporting window
- Items returned without approval
This exclusion does not remove your eligibility where a product arrives damaged, defective, misprinted or incorrect.
8. COD and prepaid orders
The same cancellation, replacement, exchange and refund eligibility rules apply to Cash on Delivery and prepaid orders.
Approved prepaid refunds are returned to the original payment method. Approved COD refunds are sent by UPI or bank transfer, for which we will request the necessary payment details securely.
9. How to raise a request
- Contact support@sootrastore.com or WhatsApp +91 83689 38627 within 7 days of delivery. Include your order number, reason and photographs.
- Wait for approval. We aim to respond within 24 hours with the next steps. Do not ship an item before receiving instructions.
- If a return is required, pack the item securely with its tags and original packaging and follow the approved pickup or courier instructions.
- After the returned item is received, we inspect it and confirm the replacement, exchange or refund.
10. Refund timing
After an eligible refund is approved, we process it within 3 working days. UPI, card and net-banking refunds typically appear within a further 5–7 working days, depending on the payment provider or bank.
If more than 10 working days have passed since we confirmed your refund, please contact us so we can investigate.
11. Contact us
- Email: support@sootrastore.com
- WhatsApp / Phone: +91 83689 38627
- Hours: Monday to Saturday, 10:00 am to 6:00 pm IST
We aim to respond to return and exchange requests within 24 hours.