Refund & Returns Policy

We would rather you kept a piece because you love it than because returning it was difficult. If something is not right, write to us.

The short version

  • 14 days from delivery to tell us you want to return a piece.
  • 14 days from that message for it to reach us back in Jaipur.
  • Refunded to the original payment method within 5 business days of arrival and inspection.
  • Being made to your size does not affect any of this.

What can be returned

Any piece that comes back unworn, unaltered, and in its original pouch and box. Because these are handmade one-off pieces, we check them closely on arrival — a returned piece has to be resellable.

Sizing is not an alteration. Almost every piece we sell is made to the finger, wrist or neck of the person who ordered it — that is simply how we work, not a special request, and it never costs you your right to return. A ring made to your size, a bangle made to your wrist and a chain set to your length are all returnable on exactly the terms above.

What cannot

  • Pieces engraved to your wording.
  • Pieces changed in design at your request — a different stone, a changed setting, a finish we do not normally offer. Fit is not a design change.
  • Bespoke commissions, once the design is agreed in writing.
  • Earrings, once the pouch seal is broken — a hygiene rule we cannot bend.
  • Anything showing wear, scratching or stone damage from use.

Who pays return shipping

  • Our error — wrong piece, damage in transit, a piece that does not match its description — we pay both ways and refund in full.
  • Change of mind — you pay the return postage. Use a tracked, insured service; we cannot refund a parcel that never arrives.
  • Original outbound shipping is refunded only when the fault was ours.

Damaged on arrival

Photograph the parcel and the piece before you do anything else and send the images to us within 48 hours of delivery. Every shipment is insured; we will replace or refund without argument.

If the fit is wrong, try this first

A ring that does not fit does not have to be a return — write to us and we will resize it. The first resize within 90 days of delivery is free; you cover only the postage back to Jaipur. The same goes for a bangle or cuff that needs opening or closing a little. Repairs after that are charged at cost. See Care & Repairs.

If you would rather return it than have it altered, that is your choice to make, and the 14 days above still stand.

Cancellations

Cancel any time before the parcel is dispatched for a full refund, no questions. Once it has shipped, treat it as a return.

How to start a return

Message +91 99296 15965 on WhatsApp or email sutrasalesonline@gmail.com with your order number and a line about what is wrong. We reply within one business day, Monday to Saturday, 10am–7pm IST.