RETURN, REFUND & EXCHANGE POLICY

Website: https://www.sundaramexclusive.com

Business Name: SUNDARAM EX-CLUSIVE

Effective Date: 1st July 2026

Last Updated: 1st July 2026

Version: 1.0

1. INTRODUCTION

Welcome to the Return, Refund & Exchange Policy of SUNDARAM EX-CLUSIVE (“Company”, “we”, “our”, or “us”).

Customer satisfaction is important to us. We strive to deliver quality Indian ethnic wear and related products while maintaining a fair, transparent, and efficient process for returns, refunds, replacements, and exchanges.

This Policy explains the conditions under which products purchased from https://www.sundaramexclusive.com may be returned, exchanged, replaced, or refunded.

This Policy forms an integral part of our:

• Terms & Conditions

• Shipping Policy

• Privacy Policy

• Payment Policy

• Cancellation Policy

• Cookie Policy

By placing an order on our Website, you acknowledge that you have read, understood, and agreed to this Policy.

2. APPLICABILITY

This Policy applies to purchases made directly through:

• www.sundaramexclusive.com

• our Progressive Web Application (PWA)

• any official online sales channels operated by SUNDARAM EX-CLUSIVE, unless otherwise stated.

Products purchased through third-party marketplaces or authorised resellers may be subject to their respective return policies.

3. RETURN ELIGIBILITY

Customers may request a return of eligible products within 7 calendar days from the date the shipment is marked as delivered.

To qualify for a return, the product must:

• be unused;

• be unworn;

• be unwashed;

• be free from stains, perfume, deodorant, smoke, makeup, or other odours;

• be in its original condition;

• have all original tags attached;

• include original packaging, accessories, and promotional items (if any);

• include proof of purchase or order confirmation.

Products that fail our quality inspection may not qualify for return, exchange, or refund.

4. EXCHANGE ELIGIBILITY

Eligible products may be exchanged within 7 calendar days from the date of delivery, subject to the conditions of this Policy.

Exchange requests are subject to:

• stock availability;

• successful quality inspection of the returned product;

• compliance with this Policy.

If the requested replacement size or product is unavailable, SUNDARAM EX-CLUSIVE may offer:

• Store Credit;

• Wallet Credit;

• another available product (subject to any price difference); or

• a refund where applicable under this Policy or required by law.

5. SIZE EXCHANGE

To support customer satisfaction, SUNDARAM EX-CLUSIVE generally permits one size exchange per eligible order, subject to:

• product availability;

• successful inspection of the returned product;

• compliance with this Policy.

The replacement size will be dispatched after the returned item has been received and approved.

Customers are encouraged to consult the Size Guide before placing an order.

6. PRODUCTS NOT ELIGIBLE FOR RETURN OR EXCHANGE

Unless required by applicable law or where the product is defective, damaged, or incorrectly supplied, the following products are generally not eligible for return or exchange:

• blouse-stitched sarees;

• altered or customised garments;

• personalised products;

• products tailored to customer specifications;

• clearance or final sale items clearly marked as non-returnable;

• gift cards or gift vouchers;

• earrings or other hygiene-sensitive jewellery;

• intimate wear (if offered);

• products showing signs of use, washing, alteration, damage, or misuse;

• products returned without original tags;

• products returned without original packaging where the absence materially affects resale.

Any exceptions will be clearly stated on the relevant product page or required by applicable law.

7. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If you receive:

• a damaged product;

• a manufacturing defect;

• an incorrect product;

• an incorrect size sent by us;

• missing items;

• a tampered package,

please notify us within 48 hours of delivery.

To help us investigate your claim, we may request:

• an uninterrupted unboxing video beginning before the package is opened;

• photographs of the outer packaging;

• photographs of the courier label;

• photographs of the product;

• your order number; and

• any additional information reasonably required.

Failure to report issues within the reporting period may affect our ability to investigate the claim, subject to applicable consumer protection laws.

8. CONDITION OF RETURNED PRODUCTS

Returned products must reach us in substantially the same condition in which they were delivered.

Products may be rejected if they:

• have been worn;

• have been washed;

• have been altered;

• are missing original tags;

• are damaged by improper handling after delivery;

• have stains, perfume, smoke, or other odours;

• contain pet hair or other contaminants;

• show signs of misuse.

Inspection of returned products will be conducted before any exchange or refund is approved.

9. RETURN AUTHORISATION

Returns should not be shipped without prior authorisation from SUNDARAM EX-CLUSIVE.

Customers should first contact our customer support team to obtain return instructions.

Unauthorised returns may experience delays in processing or may be refused where permitted by applicable law.

10. RETURN REQUEST PROCESS

To initiate a return or exchange request, customers should contact:

Customer Support Email:
support@sundaramexclusive.com

WhatsApp / Telephone:
+91 8055466363

Please include:

• Order Number;

• Full Name;

• Registered Email Address;

• Mobile Number;

• Reason for Return or Exchange;

• Photographs (if applicable);

• Unboxing Video (for damaged, defective, incorrect, or missing items, where available).

Our customer support team will review the request and provide further instructions.

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RETURN, REFUND & EXCHANGE POLICY

PART 2 OF 4

(Reverse Pickup, Return Shipping, Inspection, Refunds & Exchanges)

11. RETURN SHIPPING RESPONSIBILITY

The responsibility for return shipping depends on the reason for the return.

A. Returns Due to Our Error

If the return is approved because of:

• a manufacturing defect;

• a damaged product received during transit;

• an incorrect product shipped by SUNDARAM EX-CLUSIVE;

• an incorrect size shipped by SUNDARAM EX-CLUSIVE;

• missing items from the package; or

• any verified error attributable to SUNDARAM EX-CLUSIVE,

we will arrange a reverse pickup where available or reimburse reasonable return shipping charges upon submission of valid proof, subject to our prior approval.

B. Customer-Initiated Returns or Exchanges

If the return or exchange is requested because of:

• incorrect size ordered by the customer;

• change of mind;

• preference for another colour, design, or style;

• accidental order placement by the customer; or

• any reason not attributable to SUNDARAM EX-CLUSIVE,

the customer shall be responsible for the cost of returning the product to us unless otherwise stated in a promotional offer or required by applicable law.

12. REVERSE PICKUP

Where reverse pickup services are available in the customer’s location, SUNDARAM EX-CLUSIVE may arrange collection of the returned product.

Reverse pickup availability depends on:

• courier serviceability;

• destination;

• operational feasibility;

• product category.

Where reverse pickup is unavailable, customers may be asked to ship the product to the return address provided by our customer support team.

13. PACKAGING OF RETURNED PRODUCTS

Customers should securely package returned products to minimise the risk of damage during transit.

The return package should include:

• the product;

• original tags;

• original packaging;

• accessories (if any);

• promotional items supplied with the product (where applicable);

• invoice or proof of purchase, if requested.

Products damaged during return transit due to inadequate packaging may affect return eligibility.

14. INTERNATIONAL RETURNS

International customers are responsible for complying with the customs and shipping requirements applicable in their country when returning products.

Unless the return results from an error by SUNDARAM EX-CLUSIVE or is otherwise required by applicable law, international customers are generally responsible for:

• return shipping charges;

• customs duties;

• export documentation;

• insurance (if chosen);

• any taxes or fees associated with the return shipment.

Customers should clearly mark return shipments in accordance with our instructions to reduce the risk of customs delays.

15. RETURN INSPECTION

Once a returned product is received, it will undergo a quality inspection.

The inspection may include verification of:

• product condition;

• original tags;

• packaging;

• signs of use;

• stains or odours;

• alterations;

• manufacturing defects;

• order details.

Inspection generally begins after the returned product is received at our designated facility.

Completion time may vary depending on operational requirements.

16. APPROVAL OR REJECTION OF RETURNS

Following inspection, SUNDARAM EX-CLUSIVE will notify the customer whether the return has been:

• approved;

• conditionally approved; or

• rejected.

A return may be rejected where, for example:

• the product has been used;

• the product has been washed;

• the product has been altered;

• required tags are missing;

• the product was damaged after delivery due to customer handling;

• the product falls within a non-returnable category;

• the return request does not comply with this Policy.

Where a return is rejected, the product may be shipped back to the customer at the customer’s expense, unless otherwise required by law.

17. REFUND ELIGIBILITY

Refunds may be approved where:

• a valid return has been accepted;

• the product is unavailable for exchange or replacement;

• the order is cancelled in accordance with our Cancellation Policy;

• a verified manufacturing defect exists and replacement is not feasible;

• an incorrect product supplied by SUNDARAM EX-CLUSIVE cannot be replaced;

• applicable law requires a refund.

Refunds are subject to successful verification and inspection.

18. REFUND METHOD

Approved refunds will generally be processed using one of the following methods:

• the original payment method used for the purchase;

• Store Credit;

• Wallet Credit; or

• another mutually agreed method, where legally permissible.

The refund method may depend on:

• the original payment method;

• operational feasibility;

• customer preference (where available);

• applicable legal requirements.

19. REFUND TIMELINE

Once a refund has been approved:

• Refunds to the original payment method are generally processed within 7–10 business days.

• Store Credit or Wallet Credit is generally issued within 2–3 business days.

• Gift Cards issued in lieu of refunds (where agreed) are generally issued within 2 business days.

Actual crediting times may vary depending on the customer’s bank, card issuer, payment provider, or financial institution.

SUNDARAM EX-CLUSIVE is not responsible for delays caused by third-party payment providers or financial institutions after the refund has been initiated.

20. EXCHANGE PROCESS

Where an exchange is approved:

• the returned product must first pass inspection;

• the requested replacement must be available in stock;

• any price difference must be paid before dispatch if the replacement product is of higher value;

• any excess amount may be refunded or issued as Store Credit, subject to applicable law and our policies.

Replacement products will be shipped in accordance with our Shipping Policy.

21. REPLACEMENT PRODUCTS

Where appropriate, SUNDARAM EX-CLUSIVE may offer a replacement instead of a refund.

Replacement may be provided where:

• a manufacturing defect is verified;

• an incorrect product was shipped;

• a product was damaged during transit;

• the replacement product is available.

If the identical product is unavailable, we may offer:

• an alternative product of equivalent value;

• Store Credit;

• Wallet Credit; or

• a refund, where appropriate.

22. STORE CREDIT

Store Credit issued under this Policy:

• may be used for future purchases on the SUNDARAM EX-CLUSIVE Website;

• is non-transferable unless expressly permitted;

• cannot ordinarily be redeemed for cash;

• may be subject to an expiry period communicated at the time of issue.

Store Credit terms may be updated from time to time.

23. WALLET CREDIT

Where Wallet Credit is available, it may be issued as an alternative refund method.

Wallet Credit:

• may be used only on eligible purchases through our Website;

• cannot ordinarily be transferred to another customer;

• cannot ordinarily be converted into cash unless required by law;

• may be subject to separate wallet terms and conditions.

24. PARTIAL RETURNS

Where a customer returns only some items from a multi-item order:

• refunds will generally be limited to the eligible returned items;

• shipping charges may not be refundable where the order no longer qualifies for free shipping after the return;

• promotional discounts may be recalculated if return of products affects the qualifying purchase conditions.

Any adjustments will be explained to the customer before the refund is finalised where reasonably practicable.

25. FREE GIFTS AND PROMOTIONAL ITEMS

Where an order includes a free gift, promotional item, or complimentary product based on a qualifying purchase:

• the free gift should generally be returned if the qualifying product is returned;

• if the free gift is not returned, its value may be deducted from the eligible refund where permitted by applicable law and disclosed in the promotional terms.

26. EXCHANGE LIMITATIONS

To maintain fairness and prevent misuse of the return process:

• only one complimentary size exchange may be permitted per eligible product, subject to stock availability;

• replacement products issued through an exchange are not eligible for repeated size exchanges unless required by applicable law or approved at our discretion due to a verified error on our part.

27. PROCESSING COMMUNICATIONS

Throughout the return, refund, or exchange process, SUNDARAM EX-CLUSIVE may communicate with the customer through:

• email;

• SMS (where available);

• WhatsApp;

• telephone; or

• customer account notifications.

Customers are requested to respond promptly to requests for additional information to help avoid delays in processing.

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RETURN, REFUND & EXCHANGE POLICY

PART 3 OF 4

(Exceptions, Customer Responsibilities, Chargebacks, Fraud Prevention & Special Orders)

28. PRODUCTS NOT ELIGIBLE FOR REFUND

Unless required by applicable law or approved by SUNDARAM EX-CLUSIVE due to a verified defect or error, refunds will generally not be available for:

• products that have been worn;

• products that have been washed or dry-cleaned;

• products with removed or damaged tags;

• products showing stains, perfume, smoke, deodorant, makeup, or other odours;

• altered or customised garments;

• blouse-stitched sarees;

• personalised products;

• products damaged after delivery due to misuse, negligence, improper storage, or improper washing;

• clearance or final sale items identified as non-refundable;

• gift cards or promotional vouchers;

• earrings or hygiene-sensitive jewellery;

• intimate wear (if offered);

• products returned outside the applicable return period without prior written approval.

29. CHANGE OF MIND

If a customer wishes to return a product because of:

• change of mind;

• preference for a different colour;

• preference for a different design;

• ordering multiple sizes for trial;

• accidental purchase; or

• other personal preference,

the request will be handled in accordance with this Policy.

Customers may be responsible for return shipping costs in such cases unless otherwise stated in a promotional offer or required by applicable law.

30. SIZE SELECTION

Customers are encouraged to review the Size Guide and product measurements before placing an order.

SUNDARAM EX-CLUSIVE is not responsible for incorrect size selection made by the customer.

To support customer satisfaction, one eligible size exchange may be available, subject to:

• stock availability;

• compliance with this Policy;

• successful inspection of the returned product.

31. CUSTOMISED OR ALTERED PRODUCTS

Products that have been:

• custom stitched;

• blouse stitched;

• altered;

• embroidered to customer specifications;

• personalised; or

• otherwise modified specifically for the customer,

cannot ordinarily be cancelled, returned, exchanged, or refunded after production has commenced, except where required by applicable law or where a verified manufacturing defect exists.

32. MANUFACTURING VARIATIONS

Many of our products feature handcrafted or artisan workmanship.

Minor variations in:

• colour tone;

• weaving;

• embroidery;

• beadwork;

• print placement;

• hand-finishing;

• texture;

• measurements within normal manufacturing tolerances;

are inherent characteristics of handcrafted products and shall not normally be considered manufacturing defects.

33. PRODUCT CARE

Customers are responsible for following any care instructions provided with the product.

Damage caused by:

• improper washing;

• bleach or harsh chemicals;

• excessive heat;

• ironing contrary to care instructions;

• improper storage;

• accidental damage;

• general wear and tear;

will not ordinarily qualify for return, exchange, or refund.

34. RETURN ABUSE

To maintain fairness for all customers, SUNDARAM EX-CLUSIVE reserves the right to refuse future returns or exchanges where we reasonably determine that a customer has engaged in abusive practices, including but not limited to:

• repeated excessive returns;

• returning used merchandise;

• fraudulent claims;

• manipulation of promotional offers;

• serial purchasing with intent to use and return;

• misuse of our exchange programme.

Any such action will be taken fairly, reasonably, and in accordance with applicable law.

35. FRAUD PREVENTION

Where fraud or abuse is reasonably suspected, we may:

• request additional verification;

• delay processing while an investigation is conducted;

• refuse a return that does not meet this Policy;

• suspend or terminate customer accounts in accordance with our Terms & Conditions;

• report suspected unlawful activity to payment providers or competent authorities where legally appropriate.

These measures are intended to protect both our customers and our business.

36. CHARGEBACKS

If a customer initiates a payment chargeback or payment dispute with a bank or payment provider, SUNDARAM EX-CLUSIVE reserves the right to:

• suspend processing of related refund requests while the chargeback is under review;

• provide relevant documentation to the payment provider;

• contest fraudulent or inaccurate chargeback claims;

• suspend affected customer accounts where reasonably necessary.

Nothing in this clause limits any rights available to customers under applicable consumer protection laws.

37. REFUSED RETURNS

Returned products may be refused where:

• the return was not authorised;

• the product does not match the original order;

• the returned product is incomplete;

• inspection determines that the return is ineligible;

• the product has been materially damaged after delivery;

• this Policy has otherwise not been complied with.

Where a return is refused, the product may be returned to the customer at the customer’s expense unless otherwise required by law.

38. INTERNATIONAL RETURN EXCEPTIONS

International returns may be affected by:

• customs regulations;

• import and export documentation;

• destination country laws;

• courier restrictions;

• cross-border shipping limitations.

Customers are responsible for complying with applicable export and customs requirements when returning products unless the return results from our verified error.

International refunds may be delayed where customs or courier investigations are required.

39. PROMOTIONAL PURCHASES

Products purchased during promotional campaigns, festive sales, or discount events remain subject to this Policy unless the promotional terms expressly provide otherwise.

Where promotional pricing depended on minimum purchase thresholds, returning part of the order may result in:

• recalculation of discounts;

• adjustment of the refund amount; or

• recovery of the value of promotional benefits received,

where permitted by applicable law and disclosed in the relevant promotional terms.

40. FESTIVE AND SEASONAL COLLECTIONS

Certain festive, wedding, or limited-edition collections may be subject to special return conditions due to limited availability.

Any product-specific restrictions will be clearly displayed on the relevant product page before purchase.

41. GIFT ORDERS

Where products are purchased as gifts:

• return and exchange eligibility will continue to be governed by this Policy;

• refunds, where applicable, will ordinarily be processed to the original purchaser using the original payment method unless otherwise agreed.

Gift recipients may be asked to provide proof of purchase or order details to facilitate support.

42. CUSTOMER RESPONSIBILITIES

Customers requesting a return, refund, or exchange agree to:

• provide accurate information;

• cooperate with reasonable verification requests;

• package returned products securely;

• dispatch authorised returns promptly;

• preserve products in eligible condition until returned;

• respond to customer support requests within a reasonable time.

Failure to cooperate may delay processing of the request.

43. DISPUTE RESOLUTION

If a customer disagrees with a decision relating to a return, refund, or exchange, they may contact our customer support team for a review.

We will make reasonable efforts to investigate the matter fairly and communicate the outcome.

Where a dispute cannot be resolved amicably, it shall be handled in accordance with the dispute resolution provisions contained in our Terms & Conditions, subject to any mandatory rights available under applicable law.

44. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, SUNDARAM EX-CLUSIVE shall not be liable for indirect, incidental, consequential, or special losses arising solely from the application of this Policy.

Nothing in this Policy excludes or limits liability that cannot lawfully be excluded under applicable consumer protection laws.

45. GOODWILL EXCEPTIONS

From time to time, SUNDARAM EX-CLUSIVE may, at its sole discretion, offer goodwill remedies that exceed the minimum requirements of this Policy.

Any goodwill exception:

• does not create a continuing obligation;

• does not establish a precedent;

• may be limited to the specific circumstances of the case.

Such decisions are made on a case-by-case basis and do not amend this Policy.

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RETURN, REFUND & EXCHANGE POLICY

PART 4 OF 4

(Customer Support, Policy Updates, Legal Provisions & Document Control)

46. RETURN PROCESSING TIMELINES

After an eligible returned product is received at our designated return facility:

• Initial receipt acknowledgement is generally sent within 2 business days.

• Product inspection is generally completed within 3–5 business days, depending on product type and return volume.

• Once approved, the exchange, replacement, Store Credit, Wallet Credit, or refund process will begin in accordance with this Policy.

Processing times are estimates and may vary during peak seasons, public holidays, or due to circumstances beyond our reasonable control.

47. COMMUNICATION DURING THE RETURN PROCESS

Throughout the return, refund, or exchange process, SUNDARAM EX-CLUSIVE may communicate with you through:

• Email

• Telephone

• WhatsApp

• SMS (where available)

• Customer account notifications

Customers are requested to respond promptly to requests for information or documentation to avoid delays.

48. FAILURE TO PROVIDE REQUESTED INFORMATION

If requested documents or information are not provided within a reasonable period, including but not limited to:

• order details;

• photographs;

• uninterrupted unboxing video (where requested for transit damage or incorrect item claims);

• proof of purchase;

• identity verification (where reasonably required);

we may be unable to complete our investigation or process the return, subject to applicable consumer protection laws.

49. CUSTOMER SUPPORT

For any return, refund, replacement, or exchange enquiries, please contact:

Customer Support Email
support@sundaramexclusive.com

Legal & Policy Email
legal@sundaramexclusive.com

Telephone / WhatsApp
+91 8055466363

Business Hours
10:00 AM – 9:00 PM (Indian Standard Time)

Our customer support team will make reasonable efforts to assist you and provide updates regarding your request.

50. GRIEVANCE REDRESSAL

If you are not satisfied with the resolution of your return, refund, or exchange request, you may contact us for further review using the contact details provided above.

Please include:

• Order Number;

• Full Name;

• Registered Email Address;

• Contact Number;

• Description of the issue;

• Supporting documents or photographs (where applicable).

We will review the matter fairly and respond within a reasonable period, subject to verification and applicable law.

51. CHANGES TO THIS POLICY

SUNDARAM EX-CLUSIVE reserves the right to amend, update, or replace this Return, Refund & Exchange Policy from time to time to reflect:

• changes in business operations;

• changes in product offerings;

• improvements to customer service;

• changes in applicable laws or regulations;

• operational requirements;

• technological developments.

Updated versions will be published on the Website together with the revised “Last Updated” date.

Material changes affecting future purchases will, where required by law, be communicated through appropriate channels.

52. RELATIONSHIP WITH OTHER POLICIES

This Return, Refund & Exchange Policy should be read together with our:

• Terms & Conditions;

• Privacy Policy;

• Cookie Policy;

• Shipping Policy;

• Payment Policy;

• Cancellation Policy;

• Affiliate Policy;

• Disclaimer;

• Intellectual Property Policy; and

• any other applicable policies published on our Website.

If any inconsistency exists regarding return, refund, or exchange matters, this Policy shall prevail to the extent of that inconsistency.

53. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.

Nothing in this Policy limits or excludes any mandatory rights available to consumers under applicable law, including the Consumer Protection Act, 2019, or other applicable legislation.

54. DISPUTE RESOLUTION

Any dispute arising from this Policy should first be referred to our customer support team for an amicable resolution.

If a dispute cannot be resolved through discussion, it shall be handled in accordance with the dispute resolution, arbitration, and jurisdiction provisions contained in our Terms & Conditions, subject to any mandatory legal rights available under applicable law.

55. SEVERABILITY

If any provision of this Policy is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be severed only to the extent necessary.

The remaining provisions shall remain valid and enforceable.

56. NO WAIVER

Failure by SUNDARAM EX-CLUSIVE to enforce any provision of this Policy shall not constitute a waiver of that provision or any other provision.

Any waiver shall be effective only if made expressly in writing by an authorised representative of SUNDARAM EX-CLUSIVE.

57. CONTACT INFORMATION

SUNDARAM EX-CLUSIVE

Business Address:
Mumbai – Goa Highway
Near SHIV SAGAR FOOD MALL
Palaspe Phata
Panvel
Kolkhe
Maharashtra – 410206
India

Customer Support Email:
support@sundaramexclusive.com

Legal Email:
legal@sundaramexclusive.com

Telephone / WhatsApp:
+91 8055466363

Business Hours:
10:00 AM – 9:00 PM (Indian Standard Time)

58. VERSION HISTORY

Document Title: Return, Refund & Exchange Policy

Version: 1.0

Effective Date: 1st July 2026

Last Updated: 1st July 2026

Future revisions will be reflected through updated version numbers and publication dates.

59. ACKNOWLEDGEMENT

By placing an order through the SUNDARAM EX-CLUSIVE Website, you acknowledge that you have read, understood, and agreed to this Return, Refund & Exchange Policy.

This Policy forms an integral part of the contractual framework governing purchases made through our Website and should be read together with our Terms & Conditions and other applicable policies.

END OF RETURN, REFUND & EXCHANGE POLICY