Return & Exchange Policy  

At Sumathi Textile, customer satisfaction is important to us. However, since most of our products are made through traditional weaving and artisan processes, we follow a clear and transparent return and exchange policy to ensure fairness for both our customers and our weavers.

Important Note  

A 360° parcel opening video is compulsory to raise any complaint.

Complaints without a proper 360° parcel opening video will not be accepted under any circumstances.

Cases Where Return / Exchange Is Accepted  

1. Damaged or Incorrect Product  

If you receive a product that is damaged or incorrect, return/exchange will be accepted provided the issue is clearly visible in the parcel opening video.

• For an eligible damaged or incorrect-product case, Sumathi Textile will bear the return shipping/pickup cost.

• If the customer chooses to self-ship the product, Sumathi Textile will reimburse ₹100 per product towards the return shipping cost.

• If the customer chooses return pickup arranged by Sumathi Textile, the applicable pickup cost will be fully borne by Sumathi Textile.

• No return pickup charge will be deducted from the customer's wallet/refund for confirmed damaged or incorrect products.

2. Product Quality Not as Expected  

If the product quality is not as expected by the customer:

• An exchange or wallet refund may be provided after deducting the applicable shipping charges, subject to approval by the Sumathi Textile team.

• If the customer chooses to self-ship, the return shipping cost will be borne by the customer.

• If the customer chooses our return pickup service, a return pickup charge of approximately ₹100 per product will be adjusted from the eligible wallet refund/exchange value.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile.

• In case of an exchange, the shipping charges for sending the exchanged product to the customer will also be borne by the customer.

• The remaining eligible amount after all applicable deductions will be added to the customer's Sumathi Textile wallet or adjusted against the value of the exchanged product.

• The final decision regarding refund or exchange rests with the Sumathi Textile team.

3. Exchange Based on Stock Availability  

• All exchanges are subject to stock availability.

• If the same product is unavailable, the eligible amount after applicable deductions will be added to the Sumathi Textile wallet for future purchases.

• An alternative product may be offered where applicable and subject to the approval of the Sumathi Textile team.

4. Refund Type  

• No cash refunds will be provided.

• Approved refunds will be processed only as Sumathi Textile wallet credits or through product exchange, as applicable.

5. Complaint Timeframe  

• All complaints must be raised within 48 hours of delivery.

• Customers must send their Order ID, 360° parcel opening video, and complete issue details via WhatsApp to 8122673322.

6. Size Exchange for Readymade Products  

• Size exchange is available subject to stock availability.

• The customer must bear the applicable return and exchange shipping costs.

• If the customer chooses our return pickup service, approximately ₹100 per product will be adjusted towards the return pickup cost.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile.

• Customers are strongly advised to check the size chart before placing an order.

7. Order Cancellation  

• Sumathi Textile may occasionally cancel an order if a product is found to be damaged during packing or is unavailable in stock.

• The customer will be informed about such cancellation.

• The applicable refund or wallet credit will be processed accordingly.

8. Unauthorized Returns  

• Any return sent without prior confirmation from Sumathi Textile may be rejected.

• Such unauthorized returns may be sent back to the customer at the customer's own cost.

9. Return Parcel Condition  

• Return parcels must be properly folded, neatly packed, unused, and in good condition.

• Products should be returned with their original tags, labels, packaging, and other applicable accessories/items.

• Improperly packed, used, altered, or damaged return parcels may be subject to additional charges or rejection before processing.

No Return / Exchange For  

Without a parcel opening video: No complaint will be accepted.

Damage or defects caused by customer handling, usage, washing, ironing, alteration, or improper care.

Quality complaints for the following products/orders:

• Handstock
• Offer Collections
• ST Verified (Weaver Products)
• Bulk Orders / Wholesale Orders
• Uniform Orders
• Best Reviewed / Top Rated Products

Slight colour variations of approximately 5–10% caused by lighting conditions, photography, or differences in mobile, computer, or monitor displays.

• For genuine colour-related complaints, video proof is compulsory.
• Photos alone will not be accepted for colour complaints.

Minor weaving gaps, thread pulls, or small stains that may naturally occur during the traditional loom/weaving process. Such characteristics are considered part of the artisan weaving process and are not treated as product damage.

Complaints raised after 48 hours of delivery will not be accepted.

Note: The final decision regarding refund, exchange, complaint eligibility, product condition, and applicable deductions rests with the Sumathi Textile team.

Steps to Follow for Return  

Step 1: Raise Your Complaint  

• Share your Order ID, 360° parcel opening video, and complete issue details via WhatsApp at 8122673322.

• Our team will review the complaint and confirm whether the product is eligible for return or exchange.

• Do not send the product back before receiving confirmation from Sumathi Textile.

Step 2: Choose a Return Shipping Option  

Once your return/exchange request is approved, you can choose one of the following options, depending on eligibility.

Option 1: Self-Shipping by Customer  

• After receiving confirmation from Sumathi Textile, send the return parcel within 2 days.

• Share the tracking receipt with our team after dispatch.

• Mention your Order ID clearly on the courier cover for faster identification and processing.

For confirmed damaged or incorrect products:

• Sumathi Textile will reimburse ₹100 per product towards the return shipping cost.

• The reimbursement is applicable only to eligible complaints approved by the Sumathi Textile team.

For quality complaints, size exchanges, or customer-requested returns:

• The customer must bear the complete return shipping cost.

Option 2: Return Pickup from Sumathi Textile  

• We will check pickup service availability for your location.

• Once pickup availability is confirmed, we will arrange the return pickup.

For confirmed damaged or incorrect products:

• Sumathi Textile will bear the complete return pickup cost.

• No pickup charge will be deducted from the customer's wallet/refund.

For quality complaints, size exchanges, or customer-requested returns:

• Return pickup can be arranged if the service is available in the customer's location.

• Return pickup charges of approximately ₹100 per product will be adjusted from the eligible wallet refund/exchange value.

• A ₹40 shipping charge per product from the original order will also be deducted to cover the dispatch cost already incurred by Sumathi Textile will be adjusted from the eligible wallet refund/exchange value.

• Pickup availability and charges may vary depending on the customer's location and courier service.

Step 3: Pack the Return Parcel  

• The product must be properly folded, neatly packed, unused, and in good condition.

• Retain and return all applicable original tags, labels, packaging, and accessories.

• Mention your Order ID clearly on the parcel cover.

• The parcel should be ready for pickup if the pickup option is selected.

• Unauthorized returns sent without prior confirmation may be rejected.

Step 4: Return Verification  

• Once the return parcel is received, our team will inspect and verify the product and the reported issue.

• The returned product must match the product and condition reported in the original complaint.

• If the product is found to be used, altered, damaged due to customer handling, improperly packed, or otherwise not eligible under this policy, the return/exchange may be rejected.

• Once the return is successfully verified, the eligible exchange or wallet refund will be processed according to this Return & Exchange Policy.

Important Regarding Return Shipping Charges  

Applicable deductions, reimbursements, and pickup charges are subject to return eligibility and final approval by the Sumathi Textile team.

Customer Support Timings  

• Working Hours: 10:00 AM – 7:30 PM

• Lunch Break: 1:30 PM – 2:30 PM

• Weekly Off: Sunday

📞 Order Enquiry: 8870482654

📱 Complaint Number: 8122673322

📧 Email: sumathitextile.india@gmail.com

All final decisions regarding exchange or refund rest with the Sumathi Textile team.

We kindly request all customers to carefully review and follow the above policy guidelines to ensure a smooth and timely resolution of return and exchange requests.

Wallet Policy  

1. Wallet Overview  

Sumathi Textile provides a Wallet facility for customers, resellers, and wholesalers to receive and use eligible wallet credits.

The wallet may be used to store:

• Refund amounts from eligible cancelled or returned orders

• Approved Cash-on-Delivery (COD) profit margins for resellers

• Other eligible credits approved by Sumathi Textile

All wallet transactions, including credits, debits, deductions, and adjustments, will be recorded and can be viewed in Wallet History.

2. Wallet Credit Process  

Wallet credits will be processed only after the required verification and approval by the Sumathi Textile team.

Verification may include:

• Confirmation that the order/product has been delivered, cancelled, or returned in accordance with the applicable policy

• Verification of the return, exchange, cancellation, or other eligible transaction

• Approval from the Accounts Department

• Verification of applicable shipping charges, deductions, or adjustments

For COD orders, the applicable shipping cost, order status, product details, and eligibility for the reseller's COD profit margin will be verified before the wallet credit is processed.

3. Timeframe for Wallet Credit  

Wallet credit processing time may vary depending on:

• Completion of verification procedures

• Accounts and Operations team availability

• Public holidays

• Staff availability or leave

• Return, delivery, or payment verification requirements

Sumathi Textile will process eligible wallet credits as soon as reasonably possible after completion of the required verification and approval. However, the exact crediting time cannot be guaranteed.

4. Customer Responsibility and Wallet Security  

Customers are responsible for maintaining the security of their account and login credentials.

Sumathi Textile will not be responsible for wallet losses arising from:

• Unauthorized access to the customer's account

• Sharing of login credentials or OTPs with third parties

• Misuse of the customer's account

• Customer negligence in maintaining account security

Customers should immediately contact Sumathi Textile if they notice any unauthorized or incorrect wallet transaction.

5. COD & Wallet Adjustments  

For COD orders that are refused, undelivered, or returned, applicable shipping, return, or other charges may be deducted from the customer's wallet, as applicable under the Shipping Policy and Return & Exchange Policy.

Wallet credits relating to:

• COD profit margins for resellers

• Refunds

• Order cancellations

• Approved returns or exchanges

will be processed only after the applicable verification and approval by Sumathi Textile.

All wallet credits, debits, deductions, and adjustments will be reflected in Wallet History.

6. Use of Wallet Balance  

Eligible wallet balances may be used towards future purchases or other transactions supported by Sumathi Textile.

Wallet balances are subject to the applicable terms of Sumathi Textile and may be adjusted for eligible charges, refunds, returns, cancellations, or other approved transactions.

Unless specifically permitted by Sumathi Textile, wallet balances cannot be transferred to another account or converted into cash.

7. Final Decision  

All wallet credits, deductions, adjustments, and eligibility are subject to verification and approval by Sumathi Textile.

Sumathi Textile reserves the right to correct any wallet transaction found to have been credited or debited incorrectly due to technical errors, transaction errors, duplicate credits, or incorrect calculations.

By using the Sumathi Textile Wallet facility, the customer, reseller, or wholesaler agrees to the terms of this Wallet Policy.

Shipping Policy  

At Sumathi Textile, we process and dispatch orders based on the product category, dispatch location, stock availability, and selected payment method. Customers are requested to review the following shipping terms before placing an order.

1. Product Dispatch Locations  

ST Products  

ST Products are dispatched directly from the Sumathi Textile Store, Tirupur.

• Dispatch Location: Sumathi Textile Store, Tirupur

• Typical Delivery Time: 1–5 working days

• Delivery timelines may vary depending on the customer's location and courier service.

Outsourced Weaver Products  

Outsourced Weaver Products are dispatched directly from the respective weaver's location/weaving unit.

• Dispatch Location: Respective weaving unit

• Typical Delivery Time: 7–15 working days

• Since these products are dispatched directly from the weaving unit, additional processing or dispatch time may be required.

Customers are requested to check the product category and expected delivery timeline before placing an order.

2. Shipping Charges  

• For prepaid orders within India, the shipping charge is ₹40 per product.

• Shipping charges are calculated based on the number of products included in the order.

• The applicable shipping charges will be displayed during the order/checkout process.

• Return or exchange shipping charges will be applicable according to the circumstances specified in our Return & Exchange Policy.

• For confirmed damaged or incorrect products, Sumathi Textile will bear the applicable return pickup cost or reimburse ₹100 per product when the customer self-ships, as per the Return & Exchange Policy.

3. Cash-on-Delivery (COD) Orders  

• COD orders will be dispatched only after confirmation/approval by Sumathi Textile.

• Before dispatch, our team may contact the customer to confirm:

• Shipping address
• Customer availability to receive the order
• Customer's consent to receive the order through COD
• Other order-related details, if required

• If a COD order is refused, undelivered, or returned to Sumathi Textile, the applicable shipping and return-to-origin charges will be borne by the customer or may be adjusted from the customer's Sumathi Textile Wallet, as applicable.

• For customers or locations with frequent COD refusals, failed deliveries, or returned orders, Sumathi Textile reserves the right to:

• Disable COD for future orders, or
• Request the customer to place orders through prepaid payment only.

4. Delivery Timelines  

• Delivery timelines are estimated and not guaranteed.

• The expected delivery time depends on:

• Product category
• Dispatch location
• Product availability
• Courier service
• Customer's delivery location

• ST Products: Typically 1–5 working days

• Outsourced Weaver Products: Typically 7–15 working days

Delivery may be delayed due to circumstances beyond our control, including:

• Public holidays

• Courier service delays

• Weather conditions

• Natural events

• Transportation disruptions

• Address-related issues

• Remote or non-serviceable locations

• Operational or logistical issues

Such delays will not be considered a failure to fulfil the order where the delay is caused by circumstances beyond Sumathi Textile's reasonable control.

5. Order Tracking  

• Registered customers can track their order status through Order History on the Sumathi Textile website/app.

• Once the order has been dispatched, customers may also track the shipment using the tracking number/AWB number provided by the courier.

• Tracking information may take some time to become active after the shipment is handed over to the courier.

6. Shipping Address  

Customers are responsible for providing a complete and accurate delivery address, including:

• Customer name
• House/door number
• Street/locality
• City/town
• State
• PIN code
• Valid contact number

Incorrect, incomplete, or outdated address details may result in delivery delays, failed delivery, or additional shipping charges.

Any additional charges arising due to an incorrect address or customer-provided information may be borne by the customer.

7. Multiple Product Categories in One Order  

• If an order contains both ST Products and Outsourced Weaver Products, the products may be dispatched separately from their respective locations.

• Such products may therefore have different dispatch dates and delivery timelines.

• Customers may receive multiple shipments for a single order.

• Tracking details may be provided separately where applicable.

8. Bulk and Uniform Orders  

• Bulk, wholesale, and uniform orders may have different processing and dispatch timelines depending on quantity, availability, customization, and production requirements.

• The estimated dispatch timeline will be communicated separately where applicable.

• Customers are requested to confirm all product details, quantities, sizes, colours, and other requirements before placing such orders.

9. Important Shipping Notes  

1. Please carefully check your shipping address and contact number before completing your order.

2. Once an order has been dispatched, changes to the delivery address may not be possible.

3. Customers should ensure that someone is available to receive the parcel at the registered delivery address.

4. Courier delivery may require the customer or an authorized person to be available at the delivery location.

5. If a parcel is returned due to customer refusal, incorrect address, unavailable recipient, or repeated failed delivery attempts, applicable shipping and return-to-origin charges may be borne by the customer or adjusted from the Sumathi Textile Wallet, as per the applicable policy.

6. Customers are requested to record a 360° parcel opening video from the moment the sealed parcel is received and before opening it. This video is compulsory for raising any damage, missing-item, or incorrect-product complaint, as specified in our Return & Exchange Policy.

7. Delivery timelines are estimates only and may vary depending on the dispatch location, courier service, and delivery destination.

8. The final decision regarding shipping-related issues, additional charges, delivery exceptions, and applicable adjustments rests with the Sumathi Textile team.

Important  

By placing an order with Sumathi Textile, the customer acknowledges and agrees to the above Shipping Policy, including the applicable delivery timelines, shipping charges, COD conditions, address requirements, and return/exchange shipping terms.

Cancellation Policy  

At Sumathi Textile, we understand that customers may occasionally need to cancel an order. To ensure smooth order processing and avoid unnecessary dispatch or procurement costs, cancellations are subject to the following terms and conditions.

1. Cancellation by Sumathi Textile  

Sumathi Textile reserves the right to refuse, cancel, or partially cancel an order due to any of the following reasons:

• Quantity limitations or insufficient stock availability

• Pricing, product information, or technical errors

• Internal quality checks

• Fraud prevention or verification checks

• Operational or logistical reasons

• Product being found damaged or unavailable during packing

• Any other circumstances that prevent us from fulfilling the order as placed

• If an order is cancelled fully or partially by Sumathi Textile, the customer will be notified through the available communication channel.

• For eligible prepaid orders, the applicable amount for the cancelled product(s) will be processed according to our refund policy and credited to the Sumathi Textile Wallet, as applicable.

2. Cancellation by Customer  

• Customers can request cancellation only before the order is dispatched.

• Once an order has been dispatched, the customer cannot cancel the order through the cancellation process.

• Registered customers can check their order status through Order History.

• Customers should verify the order status before requesting cancellation.

• Cancellation requests received after dispatch will not be accepted and the customer must follow the applicable Return & Exchange Policy, if eligible.

3. Payment Deducted but Transaction Failed  

If the customer's payment amount has been deducted but the transaction is shown as failed, unsuccessful, or incomplete:

• Sumathi Textile will verify the transaction status with the respective payment gateway/bank/payment source.

• Once the transaction is confirmed as failed and the amount has not been successfully received against the order, the eligible amount will be credited to the Sumathi Textile Wallet at the earliest, subject to payment confirmation.

• Customers are requested not to make multiple payments for the same order while the payment status is being verified.

4. Product-Specific Cancellation Rules  

Outsourced Weaver Products  

• Outsourced Weaver Products cannot be cancelled once they have been dispatched from the respective weaving unit.

• Customers are requested to carefully check the product details, product category, delivery timeline, and order information before placing the order.

Bulk / Wholesale / Uniform Orders  

• Bulk, wholesale, and uniform orders are non-cancellable once the order has been confirmed.

• This is because such orders may involve advance procurement, production, customization, or allocation of stock specifically for the customer.

• Customers are requested to verify the quantity, product details, sizes, colours, and other requirements before confirming such orders.

5. Important Notes  

• Cancellation is considered valid only after it has been confirmed by Sumathi Textile.

• Simply requesting cancellation does not guarantee that the order can be cancelled.

• If the order has already entered the packing, procurement, or dispatch process, cancellation may not be possible.

• Any applicable refund or wallet credit will be processed according to the Sumathi Textile refund and cancellation terms.

• No cash refunds will be provided where the applicable policy specifies wallet credit.

• The final decision regarding order cancellation rests with the Sumathi Textile team.

Important  

Customers are requested to carefully review their product selection, quantity, size, colour, product category, delivery address, and other order details before completing the purchase.

By placing an order with Sumathi Textile, the customer acknowledges and agrees to the above Cancellation Policy.