Refund & Return Policy

Section 01

Policy Overview

At Sanlia Couture, we take immense pride in the quality and craftsmanship of every garment we create. We want you to be completely satisfied with your purchase. If for any reason you are not happy, we have crafted a fair and transparent policy to address your concerns.

We have a 7-day return window for standard ready-to-wear items. Custom, bespoke, and made-to-measure garments are governed by separate terms (see Section 7). Sale items may have different return conditions as specified at the time of purchase.

Section 02

Return Eligibility

To be eligible for a return, your item must meet all of the following criteria:

• Time Window: The return must be initiated within 7 days of the delivery date (as confirmed by the courier tracking).
• Unworn & Unused: The item must be in the same condition that you received it — unworn, unused, and unaltered.
• Original Tags: All original brand tags, labels, and any attached accessories must be intact and attached to the garment.
• Original Packaging: The item must be returned in its original packaging (garment bag, tissue paper, box, etc.).
• Proof of Purchase: You must provide your order number, invoice, or other proof of purchase.
• No Alterations: The garment must not have been altered, washed, dry-cleaned, or ironed after delivery.
• No Odours or Stains: Items that smell of perfume, deodorant, smoke, or show any signs of wear or soiling will not be accepted.

Product Category	Return Window	Exchange	Refund
Ready-to-Wear Dresses	7 days	✓ Yes	✓ Yes (if eligible)
Made-to-Order (Standard)	Not eligible	Alteration only	✗ No
Bespoke / Custom Design	Not eligible	Alteration only	✗ No
Accessories & Jewellery	7 days (sealed)	✓ Yes	✓ Yes (if sealed)
Alteration Services	Not eligible	✗ No	✗ No
Sale / Clearance Items	3 days	✓ Yes	Store credit only
Gift Cards	Not eligible	✗ No	✗ No

Section 03

Non-Returnable Items

Certain types of items cannot be returned under any circumstances. These include:

• Custom / Bespoke Orders: Garments made to your specific measurements, design choices, or fabric selections.
• Personalized Items: Items embroidered, monogrammed, or otherwise customized with your name or personal details.
• Hygiene-Sensitive Items: Certain intimate garments and accessories that cannot be returned once worn, for hygiene reasons.
• Altered Items: Any item that has been altered, hemmed, or tailored after delivery.
• Sale or Clearance Items marked "Final Sale": Items specifically marked as final sale are not eligible for return or exchange.
• Gift Cards & Store Credit: These are non-refundable and non-transferable.
• Digital Products or Services: Design consultations, digital patterns, or similar services.
• Items returned after the return window: We are unable to accept returns initiated after the 7-day window, regardless of circumstances, unless the item is defective.

Section 04

How to Initiate a Return

To start a return, please follow these steps:

Section 05

Exchanges

We are happy to offer exchanges for eligible items within the 7-day return window. We offer exchanges for:

• Size Exchange: If the size does not fit, we will exchange it for the correct size (subject to availability). If the required size is unavailable, we will offer store credit.
• Colour Exchange: If you would prefer a different colour variant of the same style (subject to availability).
• Style Exchange: You may exchange for a different style of equal or greater value (you pay the difference for items of greater value).

To initiate an exchange, follow the same process as a return (Section 4) and specify "Exchange" in your email. Exchange items will be dispatched once the returned item is received and passes our quality inspection.

Section 06

Refund Process

Once your return is received and inspected, we will send you an email notifying you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Approved Refunds: If your return is approved, your refund will be processed and a credit will automatically be applied to your original payment method. Please note:

• Original shipping charges are non-refundable.
• Return shipping costs are borne by the customer, except in cases of our error or defective items.
• Refunds are processed within 5–7 business days of approval, but may take an additional 5–10 business days to appear on your statement depending on your bank or card issuer.
• For orders paid via store credit or Sanlia Wallet, the refund will be credited back to the wallet.
• UPI and net banking refunds typically appear within 3–5 business days.

Rejected Returns: If your return is rejected (e.g., item shows signs of wear, tags removed, or outside the return window), we will return the item to you and notify you of the reason.

Section 07

Custom & Bespoke Orders

Our custom and bespoke garments are crafted uniquely for you, based on your measurements, fabric choice, and design specifications. As such, they cannot be returned or exchanged unless there is a manufacturing defect or a significant deviation from the agreed design specification.

Alteration Policy for Custom Orders

We stand behind the quality of our craftsmanship. If your bespoke garment does not fit correctly due to a discrepancy between your provided measurements and the finished garment, we will offer one complimentary round of minor alterations within 14 days of delivery. This covers:

• Hemline adjustments (up to 2 inches)
• Minor side seam adjustments (up to 1.5 inches)
• Strap or sleeve length adjustments

Major structural alterations or redesigns are not covered under this policy and will be charged separately. Alterations due to weight changes after the measurement date are not covered.

Deposit Refunds

The 50% deposit paid for custom orders is non-refundable once production has commenced. If you cancel before production begins (and before design approval), we will refund 80% of the deposit, retaining 20% as an administration fee.

Section 08

Damaged or Defective Items

We thoroughly inspect all garments before dispatch. However, if your item arrives damaged or defective, please act immediately:

• Inspect your order upon receipt and contact us within 48 hours of delivery if the item is defective, damaged, or if you receive the wrong item.
• Email support@sanliacouture.com with your order number and clear photographs of the damage or defect.
• Do not alter, wash, or wear the item, as this will void your claim.

Upon verification of the defect or damage, we will offer one of the following remedies at our discretion:

• A complimentary repair or replacement garment
• A full refund to your original payment method
• Store credit equivalent to the item value plus a goodwill discount

Section 09

Return Shipping

Unless the return is due to our error (wrong item shipped, manufacturing defect), return shipping costs are the responsibility of the customer.

• We do not provide prepaid return labels for standard returns.
• We recommend using a reputable courier with tracking (e.g., Bluedart, DTDC, Delhivery, FedEx).
• Sanlia Couture is not responsible for items lost or damaged during return transit.
• For defective items or wrong shipments, we will arrange complimentary pickup via our preferred logistics partner.
• International customers are responsible for all return shipping costs and any applicable customs duties.

Return Address:

Section 10

Refund Timeline

Here's what to expect from initiation to completion:

Stage	Timeframe
Return request submitted & RA issued	1–2 business days
Item received at our facility	Depends on your courier
Quality inspection completed	2–3 business days after receipt
Refund initiated by us	1–2 business days after inspection
Credit card / debit card refund appears	5–10 business days (bank dependent)
UPI / Net Banking refund appears	3–5 business days
Sanlia Wallet credit	Instant upon approval
Exchange item dispatched	2–3 business days after inspection

Section 11

Contact Us

If you have any questions about our refund and return policy or would like to initiate a return, please reach out to our team: