Refund Policy
This policy explains how cancellations, returns, replacements and refunds work for orders placed through SutraFin. It is a summary of the position set out in the Terms & Conditions and, where a retailer has signed one, the Retailer Agreement. Those documents govern; where anything on this page differs from them, they prevail.
SutraOS Technologies Private Limited operates the Platform. It is not the seller of the goods and is not a party to the contract of sale between a retailer and a distributor.
Who is responsible for a refund
The distributor that accepted and fulfilled an order is the seller of record for that order. That distributor is responsible for the goods, their pricing, invoicing, taxes, delivery, and for cancellations, returns, replacements, refunds and credit notes arising from the order.
Cancellation, return and replacement requests are decided by that distributor, against the eligibility criteria, timelines and procedures it specifies and communicates through the Platform. Where a refund or credit note is due, it is issued by that distributor unless the applicable transaction terms expressly say otherwise.
The Platform records the request, routes it to the distributor and tracks its status. It does not decide the request and does not take on the distributor’s obligations in respect of the goods.
What is generally refundable
Subject to the distributor’s own criteria and to applicable law, the situations distributors generally accept are:
- goods damaged in transit;
- a short shipment — fewer units delivered than the accepted order records;
- goods that do not match the accepted order, including a wrong item;
- a quality problem with the goods as delivered; and
- a cancellation agreed with the distributor before the order is dispatched.
This list describes the common cases. It is not an entitlement and does not override the eligibility criteria, timelines and procedures of the distributor concerned.
Cancellations
An order can be cancelled before the distributor accepts it, because until acceptance there is no transaction. After acceptance, a cancellation is a request to the distributor and is subject to its terms — in practice, whether the order has been picked, invoiced or dispatched.
Returns and payment already made
Where an order is paid on delivery, there is nothing to refund until goods are returned to and accepted by the distributor. A cash-on-delivery order is therefore refundable only against an accepted return.
Where an amount has already been paid, the refund or credit note is issued by the distributor in accordance with the applicable transaction terms and the payment method used. Delivery charges, platform charges and taxes are treated as those terms and applicable law require.
How to raise a request
Open the order in your order history on the Platform and report the problem against it. You will be asked for a reason — a shortage, damage, a wrong item or a quality problem — and you may add a description and photographs. Raise the request as soon as the problem is apparent, and keep the goods, the packaging and the invoice available until it is resolved.
The request is recorded against the order and sent to the distributor. Its status is visible on that order for the whole of its life, so what has been asked, what the distributor decided and what has been issued are all on one record.
If a request is not addressed
If a request is not taken up, or the outcome recorded on the order does not match what was agreed, write to support@sutrafin.com quoting the order number. We can take the matter up with the distributor and correct the record on the Platform. We cannot decide the request in the distributor’s place, and nothing here restricts any right or remedy available to you under applicable law.