By placing an order with sutramaya.com, you are accepting our Policy. If you do not accept or have any questions please contact us immediately, we will assist you in answering any questions or concerns.
We hope you love what you ordered. In case you don’t, we gladly accept a return/ exchange but due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refunds unless items you received has a major problem. This is when the item is::
- Significantly different from the description or sample shown to you
- Damaged due to the fault of our factory or the carrier
- Not what you ordered
- Doesn’t arrive within 60 days from the purchase date.
Note: All claims must be made within 3 days from the arrival date. Claims received after this point may be denied and we will not offer you a refund/ exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card within 2-5 business days.
In case you don’t agree with this solution, we can only give you a 70% refund of your total order value and you can keep your items, no need to return them back to us.
Note: We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
SHIPPING ADDRESS POLICY
We are not responsible for items that could not be shipped to their destination because of an incorrect or undeliverable address.
It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds or exchanges will not be issued on the basis of an incorrect address.
STOLEN / MISSING PACKAGE POLICY
We promise to ship your order and inform you how to track your delivery in a timely manner. However, we will not be held responsible in the event where your package is believed to be stolen or goes missing after the carrier marks it as delivered.
If you believe your package has been stolen or misplaced, it is up to the customer to file the appropriate claims with the shipping carrier and file a report if necessary. We will not issue refunds or replacements once the package is marked as delivered by the courier.
HOW TO START A CLAIM?
Please contact us at [email protected] to start the complaint process and provide us following information:
- Order number
- Video/ photo of the faulty product
- Complete delivery address
- Contact telephone number
LATE OR MISSING REFUND
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
IF YOU HAVE MORE QUESTION ABOUT OUR RETURN POLYCIES, PLEASE CONTACT US:
US Office: 207 High Point Drive, Building 100, Victor, New York 14564
Email: [email protected]
Phone: +1-(585) 678-7100
Support Time: Mon – Fri: 9AM-5PM (PST)