Return and Refund

Returns or exchanges will be accepted only if:

1. Damaged Products

• The product is physically damaged, has a manufacturing defect, or the incorrect item was delivered.
  

• The claim is accompanied by an unboxing video plus clear photos showing the damage, defect, or mis-shipped item.
  

• The request must be made within 24 hours of delivery.
  

• The product is returned in its original condition, with original packaging and any safety seals intact.
  

• If the product is opened, used, or shows tampering (e.g., serial numbers altered), the return will be disqualified.
  

If the above conditions are met and the return is approved, we will arrange a pick-up of the item at no extra cost. Once the item is received at our warehouse, inspected, and approved, a replacement will be shipped (or refund issued) at no extra cost to you.
If the item is found ineligible, it will be returned to you

2. Changes of Mind / Fit / Preference

Returns for reasons such as “doesn’t suit my needs”, “changed my mind”, or “doesn’t fit” are currently not eligible for return or refund.

3. Cancellation & Refunds

If you cancel your order before it is shipped, a full refund will be initiated within 7 business days of cancellation approval.
If the item has already been shipped, refunds will be processed only after the item is returned and inspected. Refunds eligible will normally reflect in your original payment mode within 30  business days of approval.

4. How to Initiate a Return

To begin a return or exchange:

1. Contact our Customer Care team via email at care@sootra.com.
   

2. Provide your order number, photos and unboxing video, and a brief description of the damage, defect, or inaccurate delivery.

Reverse Shipping:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are refundable only in case of pre-approval on a case-to-case basis. Vedvistaar Ventures Private Limited may choose to deduct the cost of return shipping from the refund amount, depending upon the nature of such request.

5. Important Notes

• If the outer packaging appears open or the seal is tampered with upon delivery, please refuse the delivery. If you accept such a package, Sootra cannot be held responsible for subsequent damage or missing items.
  

• The return/complaint window closes after the specified timeframe (24 hours for damage/defect).
  

• Approval of returns is subject to inspection and final eligibility determination by Sootra.