Refund policy

RETURN AND REFUND POLICY

Last Updated: 29/08/2026

At SUHANI, we want you to have a positive shopping experience. This Return and Refund Policy explains when physical products may be returned, how refunds and exchanges are handled, and what to do if you receive a damaged, defective, or incorrect product.

This policy applies to purchases made through SUHANI, subject to applicable Indian consumer-protection laws.

1. RETURN ELIGIBILITY

For eligible physical products, you may request a return within 3 days of receiving your order, provided that:

  • The product is unused and in its original condition;

  • The product is in its original packaging, where applicable;

  • The product has not been damaged, altered, washed, used, or modified by the customer;

  • Any included accessories, tags, manuals, or other components are included;

  • You provide your order number and the information reasonably required to process the return.

Certain products may have additional return requirements, which will be stated on the relevant product page where applicable.

We reserve the right to assess returned products to determine whether the applicable return conditions have been met.

Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable Indian law.

2. RETURN TIMEFRAME

Return requests must be submitted within 3 days from the date the physical product was delivered.

To request a return, contact us at:

[EMAIL ADDRESS]

Please include:

  • Your full name;

  • Order number;

  • Product name;

  • Reason for the return;

  • Photographs or other evidence where relevant.

Requests submitted after the applicable return period may not be accepted unless required by applicable law.

3. RETURN APPROVAL

After receiving your return request, we will review the information provided.

If the return is approved, we will provide instructions for returning the product.

Please do not send a product back to us before receiving return instructions, as an unauthorised return may delay the processing of your request.

Once the returned product is received, we may inspect it to confirm that it meets the applicable return conditions.

4. REFUNDS

If your return is approved, we will process the applicable refund using the original payment method where reasonably possible.

Refund processing will generally begin within 24-48 hours after we receive and approve the returned product.

The time required for the refund to appear in your account may also depend on your bank, card issuer, payment gateway, or other payment provider.

Depending on the circumstances, the refunded amount may include the eligible purchase amount and applicable charges as required by our policy or applicable law.

Original shipping charges may not be refundable unless:

  • The product was defective or damaged;

  • We sent the wrong product;

  • The return is otherwise required under applicable law; or

  • We expressly agree to refund the shipping charges.

5. EXCHANGES

Where available, we may offer an exchange instead of a refund for eligible physical products.

Exchange availability may depend on:

  • Product availability;

  • The condition of the returned product;

  • The reason for the exchange;

  • The specific product's return eligibility.

If the requested replacement product is unavailable, we may offer a refund or another appropriate resolution.

To request an exchange, contact shcollectiveofficial@gmail.com within 3 days of delivery.

6. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

We want to make things right if your order arrives damaged, defective, or incorrect.

If you receive:

  • A damaged product;

  • A defective product;

  • The wrong product;

  • A product that is materially different from what you ordered;

please contact us at shcollectiveofficial@gmail.com as soon as reasonably possible after delivery.

Please provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs or videos of the product and packaging where appropriate;

  • Any other information reasonably required to investigate the issue.

We may offer a replacement, exchange, refund, repair, or another appropriate remedy depending on the circumstances and applicable law.

For damaged products, please retain the original packaging until the issue has been resolved, as it may be required for investigation or shipping claims.

7. RETURN SHIPPING COSTS

Change-of-mind returns

For eligible returns requested because you changed your mind or no longer want the product, the customer may be responsible for the return shipping costs unless otherwise stated.

Damaged, defective, or incorrect products

If the product is damaged, defective, incorrect, or otherwise qualifies for a return due to an issue attributable to us or our fulfilment process, we will generally cover or reimburse reasonable return shipping costs where applicable.

We may require reasonable proof of the return shipping cost.

Nothing in this section limits any rights you may have under applicable law.

8. NON-RETURNABLE ITEMS

Unless otherwise required by applicable law, the following may not be eligible for return or refund:

  • Digital products;

  • Downloadable products;

  • Digital files, templates, guides, or similar digital content once access or delivery has been provided;

  • Products clearly marked as non-returnable at the time of purchase;

  • Personalised or customised products;

  • Products that cannot reasonably be returned for hygiene, health, or safety reasons where applicable;

  • Products damaged or altered after delivery due to customer misuse;

  • Products returned without prior approval where approval is required under this policy.

Digital Products — No Returns or Refunds

All digital products are non-returnable and non-refundable.

Because digital products can generally be accessed, downloaded, copied, or delivered electronically, we do not offer returns, exchanges, or refunds for digital products once the order has been completed or access has been provided.

Before purchasing a digital product, please carefully review the product description, specifications, included files, compatibility information, and other details.

If you experience a technical problem accessing or receiving a digital product, please contact shcollectiveofficial@gmail.com. While we do not provide refunds for digital products, we will make reasonable efforts to help resolve genuine technical or delivery issues.

This digital-product policy does not exclude or restrict any rights or remedies that cannot legally be excluded under applicable Indian law.

9. PRODUCTS DAMAGED AFTER DELIVERY

We are generally not responsible for damage caused by misuse, improper handling, accidents, unauthorised modifications, failure to follow product instructions, or ordinary wear and tear.

Where a product is covered by a manufacturer's warranty or other applicable warranty, we may assist you in contacting the relevant manufacturer or supplier where appropriate.

10. FAILED OR UNDELIVERABLE ORDERS

If a physical order is returned to the sender because of an incorrect address, failure to accept delivery, repeated failed delivery attempts, or failure to collect the package, please contact us at shcollectiveofficial@gmail.com.

Depending on the circumstances, we may offer:

  • Re-shipment, subject to applicable shipping charges;

  • A refund after deducting applicable non-refundable shipping or return costs, where permitted by law; or

  • Another appropriate resolution.

11. REFUND DELAYS

If your refund has been approved but you have not received it within the expected timeframe, please:

  1. Check your bank or payment account;

  2. Contact your payment provider or bank;

  3. Contact us at shcollectiveofficial@gmail.com if the refund still has not appeared.

We will make reasonable efforts to help investigate delayed refunds.

12. SALE AND DISCOUNTED PRODUCTS

Unless otherwise stated, discounted or sale products may be eligible for returns under the same conditions as other physical products.

However, certain sale products may be marked as final sale or non-returnable before purchase.

Any such restriction will be clearly communicated before or at the time of purchase, subject to applicable law.

13. ORDER CANCELLATIONS

If you wish to cancel a physical-product order, contact shcollectiveofficial@gmail.com as soon as possible.

We will try to accommodate cancellation requests before the order has been processed or shipped.

Once an order has been processed or shipped, it may no longer be possible to cancel it, in which case the standard return procedure may apply.

Digital-product orders generally cannot be cancelled once the digital product has been delivered or access has been provided, subject to applicable law.

14. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate shipping and contact information;

  • Reviewing product descriptions before purchasing;

  • Following applicable product instructions;

  • Taking reasonable care of products after delivery;

  • Submitting return requests within the applicable timeframe;

  • Providing accurate information and evidence when requesting a return or refund.

15. CONTACT US

If you have questions about a return, exchange, refund, damaged product, defective product, or this policy, please contact us:

SUHANI

Email:
shcollectiveofficial@gmail.com

Business Address:
ROSHANBAGH, LALBAGH, MURSHIDABAD, WEST BENGAL

Phone:
7501763136

Customer Support Hours:
8 PM - 10 PM

We generally aim to respond to return and refund enquiries within 1-2 business days.

16. CHANGES TO THIS POLICY

We may update this Return and Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.

The updated version will be posted on our website with a revised "Last Updated" date.