Last Updated: January 2026


At Sutrex, we are committed to transparent, fair, and lawful business practices. This Return & Refund Policy is framed in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and clearly outlines the conditions under which returns, replacements, or refunds may be requested.

1. No Return After Delivery (Hygiene & Safety Category)

Due to the personal care and hygiene nature of Sutrex products:

Returns are not accepted once the product is:

- Prepaid and

- Successfully delivered

This is permitted under Indian law where products are non-returnable for hygiene, safety, or personal use reasons, provided the condition is clearly disclosed prior to purchase.

2. Limited Exceptions for Genuine Issues

A replacement or refund may be considered only in the following cases:

  • Wrong product delivered
  • Product damaged, leaked, or spilled during transit
  • Outer packaging tampered before delivery


No other reasons—including change of mind, fragrance preference, texture, or delayed delivery—will be accepted.

3. Mandatory Evidence for Claims (Fraud Prevention)


To comply with consumer protection standards while preventing misuse, the following evidence is mandatory:

Claims must be raised within 24 hours of delivery via email with:

  • Order ID ALONG WITH CUSTOMER EMAIL & CONTACT NUMBER
  • Proof of payment (invoice / transaction confirmation)
  • Clear unedited unboxing video (from sealed package to product reveal)
  • Clear images showing damage, leakage, or incorrect item

    ⚠️ Claims without an unboxing video or raised after 24 hours cannot be processed, as permitted under Rule 4(8) of the E-Commerce Rules.

    4. Verification & Resolution Timeline

  • All claims are subject to internal verification and courier confirmation.
  • Verification may take 10–12 working days, depending on:
  • Courier partner investigation
  • Nature of the issue
  • Quality and authenticity checks

  • This timeline complies with the requirement to resolve consumer complaints reasonably and transparently.

    5. Outcome of Approved Claims

    If the claim is approved:
  • Sutrex may, at its discretion:
  • Provide a replacement, or
  • Issue a refund
  • Refunds, if approved, will be made to the original payment method only.
  • Processing time may vary based on bank or payment gateway norms.


If the claim is rejected, the decision will be communicated with reasons.

6. Non-Refundable & Non-Returnable Items

The following are not eligible for return or refund:

  • Opened or used products
  • Products without original packaging
  • Products without a valid proof or an unboxing video
  • Sale, OFFER, discounted, or promotional items
  • Complimentary or free items


This is disclosed upfront as required under Indian consumer law.

7. False, Repetitive, or Misleading Claims


To protect genuine customers:

  • Claims found to be false, manipulated, or abusive may be rejected.
  • Repeated misuse may lead to order restriction or account blocking, as permitted under applicable law.

8. How to Raise a Complaint

All return or refund requests must be sent via email:


📧 Email: HELLO@sutrex.in
⏰ Timeline: Within 24 hours of delivery

Claims made through social media, WhatsApp, or phone calls will not be considered official complaints.

9. Grievance Redressal (Mandatory Disclosure)


In accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020:


Grievance Officer:

Name: CHAMAN TRIVEDI / YASH SINGH
Email: connect@sutrex.in
Response Time: Within 48 working hours
Resolution Time: Within 30 days

10. Policy Acceptance


By placing an order on www.sutrex.in, the customer confirms having read, understood, and accepted this Return & Refund Policy.