Returns, cancellations & refunds

The 7-day window

You may start a return within 7 days of delivery, for any reason. Write to sukahandlooms@gmail.com with your order number before sending anything back, so we can give you a return address and note it against the order.

The piece must come back unworn and unwashed, with its tags attached and its making record enclosed, in a condition that lets it be sold again.

What cannot be returned

Some pieces cannot be taken back, and it is fairer to say so here than at the point of refusal:

• Pieces that have had fall and pico stitched, or kuchu tassels added. Finishing is cut and sewn to your instruction and cannot be undone.
• Pieces woven to a custom specification you asked for.
• Pieces that have been worn, washed, altered, or that come back without their tags.
• A blouse piece that has been cut from the saree.

Irregularity is not a defect

Small irregularities in the weave, slight variation in colour between pieces, and minor differences from the photograph are inherent to handloom cloth. They are evidence of a hand, not a fault in it, and they are not accepted as a defect claim.

A genuine defect — a hole, a broken warp, a border coming away, a dye that runs on first wash — is a different matter entirely. Send us a photograph and we will replace the piece or refund it in full, including what it costs you to send it back.

Cancelling an order

An order for a piece held in stock can be cancelled at no charge any time before it is despatched.

A made-to-order piece can be cancelled at no charge within 24 hours of ordering. After that the yarn is dyed and the warp is set for your piece specifically, so a cancellation is refunded less the cost of work already done. We will tell you that figure before we act on the cancellation, never after.

We may cancel an order ourselves if a piece turns out to be unavailable, if the price shown was wrong, or if we cannot deliver to the address given. In every such case you are refunded in full.

How refunds are paid

Once a returned piece reaches us and has been checked, the refund is issued to the original payment method within 7 working days. How long it then takes to appear on your statement is set by your bank, not by us — typically a further three to five working days.

Return postage is paid by you on a change-of-mind return. It is paid by us where the piece was defective, damaged in transit, or not what was ordered.

We do not issue store credit in place of a refund unless you ask for it.

Exchanges

Almost every piece here is the only one of its kind, so a like-for-like exchange usually cannot exist. In practice an exchange is a return and a fresh order, and we are glad to hold a piece for you while the first one travels back.