Last Updated: 15 September 2026
At UrbanSuta, every product is made and processed with care. Because our products are produced specifically for orders placed through our website, we follow a limited return and replacement policy.
Please read this policy carefully before placing your order.
1. WHAT CAN BE RETURNED?
UrbanSuta accepts returns or replacements only in the following circumstances:
A. Defective or Damaged Products
If you receive a product that is defective, damaged or has a manufacturing/printing issue, please contact us as soon as possible.
An unpacking video is compulsory for claims relating to defective or damaged products.
The unpacking video should:
- Begin before the package is opened
- Clearly show the unopened package
- Show the package being opened
- Clearly show the product and the defect/damage
Without a valid unpacking video, UrbanSuta may not be able to approve a defective/damaged product claim.
Photographs and additional information may also be requested.
B. Size-Related Issues
If there is an eligible size-related issue with the product, you may contact us for a return/exchange request.
The product must:
- Be unused
- Be unwashed
- Be unworn
- Be in original condition
- Have all original tags attached
Products with tags removed cannot be returned or exchanged.
Any exchange is subject to availability of the required size.
2. PRODUCTS THAT CANNOT BE RETURNED
Returns or exchanges will not be accepted for:
- Products where the original tags have been removed
- Products that have been worn
- Products that have been washed
- Products damaged after delivery due to customer handling
- Products altered, customised or modified by the customer
- Returns based solely on change of mind
- Products where the customer simply no longer wants the product
- Products returned without following the return procedure
UrbanSuta reserves the right to reject a return where the product does not meet the conditions stated in this policy.
3. RETURN REQUEST PERIOD
Return or replacement requests should be raised within 7 days of delivery.
Requests submitted after this period may not be accepted.
To initiate a return, email:
Please include:
- Order number
- Name used for the order
- Product name
- Reason for the request
- Photographs of the product
- Unpacking video, where the claim relates to a defective or damaged product
4. RETURN APPROVAL
Submitting a return request does not automatically mean that the return has been approved.
Once we receive your request, our team may review the information and photographs/video provided.
If approved, we will provide instructions regarding the return or replacement.
Please do not send products back to us without receiving return instructions from UrbanSuta.
5. EXCHANGES
Where an eligible size issue is approved, UrbanSuta may offer an exchange for another available size.
Exchanges are subject to product and size availability.
If the required size is unavailable, we may offer another appropriate resolution, which may include a refund, depending on the circumstances.
6. DEFECTIVE PRODUCTS
If a product is confirmed to be defective due to a manufacturing or printing issue, UrbanSuta may, at its discretion:
- Replace the product;
- Provide an alternative resolution; or
- Issue a refund where replacement is not reasonably possible.
The final resolution will depend on the nature of the defect and product availability.
7. REFUNDS
Where a refund is approved, it will generally be processed to the original payment method used for the order, subject to the payment provider’s processing timelines.
The time taken for the refunded amount to appear in your account may vary depending on your bank or payment service provider.
8. ORDER CANCELLATIONS
Because UrbanSuta products are processed specifically against customer orders, cancellation requests should be made as early as possible.
A cancellation request may be accepted only if the order has not yet entered processing or dispatch.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible.
To request cancellation, contact:
Please include your order number.
9. SHIPPING CHARGES AND RETURNS
Any applicable shipping or return-related charges will depend on the reason for the return and the circumstances of the individual case.
Where a product is confirmed to be defective due to a manufacturing or printing issue, UrbanSuta will provide appropriate return instructions.
10. NO CASH ON DELIVERY
UrbanSuta does not currently offer Cash on Delivery (COD).
All orders must be paid for through the payment methods available at checkout.
11. IMPORTANT NOTE
Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Indian law.
UrbanSuta reserves the right to update this policy from time to time.
India’s consumer-protection framework includes the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, with amendments including the 2026 amendment currently listed by the Department of Consumer Affairs.
12. CONTACT US
For returns, exchanges, defective products, refunds or cancellation requests:
UrbanSuta
Brand operated by Blaumond Studio
32 Chowringhee Road, Om Tower, 7th Floor, Unit 706
Park Street, Kolkata – 700071
West Bengal, India
Email: care@urbansuta.com
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