Refund, Return & Cancellation Policy
At Suratbazar, our sacred commitment is your absolute delight. If a drape does not surpass your highest bridal expectations, we offer transparent cancellations, easy 7-day returns, and rapid 5–7 business days refunds.
Last Updated: October 13, 2026 • Compliant with Consumer Protection (E-Commerce) Rules
24-Hr Cancellation
Cancel within 24 hours of placement or before courier dispatch for a 100% instant full refund.
7-Day Doorstep Returns
Complimentary reverse courier pickup arranged from your home across all serviceable Indian PIN codes.
5–7 Days Refund Credit
Reimbursed directly back to your original source of payment (Card, UPI, Net Banking, or Bank NEFT).
1. Order Cancellation Policy & Timelines
We understand that wedding dates, styling choices, and color themes can change. You may cancel your order according to the following windows:
You can cancel your order within 24 hours of placement or anytime before the package is handed over to our logistics partner. To cancel, simply reach out to our concierge via WhatsApp at +91 82002 60300 or email suratbazar360@gmail.com with your Order ID (e.g. SHR-123456). We will cancel the order immediately and issue a 100% full refund.
Once an order has been dispatched from our Surat vault with an active tracking AWB, the shipment cannot be intercepted mid-air. In this scenario, you may simply decline doorstep delivery or receive the parcel and initiate an effortless return under our 7-day return policy.
2. 7-Day Complimentary Return & Exchange Window
We provide a hassle-free 7-day return and exchange window starting from the exact date of physical doorstep delivery (as confirmed by courier tracking delivery status).
You may request an exchange for another heirloom saree or request a 100% monetary refund credited back to your original payment method.
3. Return Eligibility Criteria
To qualify for a full refund or exchange, the returned drape must meet our preservation standards:
- Unworn & Unwashed: The saree must be completely unworn, unstained, unperfumed, and folded in its original state.
- Original Tags & Holograms: The individual Silk Mark Organisation of India (SMOI) certification hologram and brand tags must be firmly attached and untampered.
- Original Packaging: The drape must be returned inside the protective archival muslin wrap and Suratbazar presentation trunk.
- Complimentary Blouse Fabric: The running 0.8m unstitched matching blouse fabric piece attached to the saree must remain uncut and intact.
4. Non-Returnable / Non-Refundable Exceptions
The following items are exempt from returns and refunds:
• Custom Tailored Blouses: Once our master drapers have cut and stitched a custom bridal blouse to your personalized body measurements, the blouse portion cannot be returned or refunded (unless there is a verified tailoring defect).
• Cut Fabrics: Saree running blouse pieces that have already been detached or scissor-cut by the customer.
• Clearance Vault Sales: Items marked with a non-returnable “Final Clearance” badge on rare warehouse events.
5. Damaged, Defective or Incorrect Product Received
Every parcel dispatched from Surat undergoes a rigorous multi-stage quality examination. In the unlikely event that your saree arrives physically damaged in transit, or if an incorrect design was shipped:
- Please notify our concierge within 48 hours of delivery via WhatsApp or email at suratbazar360@gmail.com.
- Kindly share a brief unboxing video or photographs highlighting the courier outer box condition and the damage.
- We will arrange a priority immediate reverse pickup and dispatch a brand-new identical replacement drape, or issue a 100% full refund as per your preference.
6. Step-by-Step Return Process
Contact Concierge
Email suratbazar360@gmail.com or message WhatsApp with your Order ID and reason for return.
Free Doorstep Pickup
Our logistics partner (BlueDart/Delhivery) will collect the securely packed parcel from your doorstep in 24–48 hours.
Quality Check & Refund
Upon arrival at our Surat studio, refund is triggered to your original bank/card/UPI within 24 hours.
7. Refund Processing Timeline & Payment Modes
Razorpay & Banking Standard Refund Timelines:
- • Prepaid Online Payments (Credit Card / Debit Card / Net Banking / Wallets):Refunds are initiated directly back to the original source card or bank account via the Razorpay payment gateway. Funds reflect in your account within 5 to 7 business days depending on your issuing bank's settlement schedule.
- • UPI Payments (Google Pay, PhonePe, Paytm, BHIM, CRED):Refunds reflect directly in the linked bank account within 24 to 48 hours (maximum up to 5 business days).
- • Cash on Delivery (COD) Orders:For COD orders, our accounts team will request your verified Bank Account Details (Account Number, IFSC, Account Holder Name) or verified UPI VPA via email. The refund will be credited via secure NEFT/IMPS/UPI transfer within 5 to 7 business days.
Note: Original outward standard shipping charges, if any, are 100% free; hence no deduction is made for shipping. The entire purchase price of the returned product is refunded in full.
8. Need Assistance with Returns or Refunds?
Our dedicated patron concierge is at your service 7 days a week:
Suratbazar Returns & Customer Care Cell
Email: suratbazar360@gmail.com
Helpline & WhatsApp: +91 82002 60300 (10:00 AM – 8:00 PM IST, Monday to Sunday)
Returns Processing Studio: Hut No. 287, Mithi Khadi, Azad Chowk, Near Noorani Masjid, Limbayat, Surat, Gujarat - 394210