Refund and Returns Policy

This policy explains how to return an item or ask for a refund. Please read it together with our Terms & conditions and Shipping & delivery policy.

Change of mind returns

You can request a return within 7 days of delivery if you simply change your mind. The item must be unused, unworn, unwashed, with all tags attached, and in its original packaging.

For change-of-mind returns, you are responsible for the cost of return shipping. Delivery charges paid on the original order are not refunded.

Faulty, damaged or wrong item

If an item arrives faulty, damaged or is not what you ordered, contact us within 48 hours of delivery with photos of the item and its packaging. We will arrange the return and send a replacement or full refund, including delivery charges, at no cost to you.

Items that cannot be returned

For hygiene reasons, we cannot accept returns of innerwear, intimate apparel or earrings, unless the item is faulty. Sale or clearance items are final and cannot be returned for a change of mind — confirm whether this applies to the store.

How to request a return

Email cotton.sutra@yahoo.com or call 017-311 5799 with your order number, the item(s) you want to return, and the reason. We will confirm the return address and next steps. Please do not send items back before we confirm this with you.

You are responsible for getting the item back to us safely; we recommend using a trackable J&T Express service. We are not responsible for returns lost in transit without tracking.

Refunds

Once we receive and inspect your returned item, we will email you to confirm whether the refund is approved. Approved refunds are processed securely through Stripe to your original payment method within 5–10 working days. It may take a few additional days for your bank or card issuer to show the refund.

Cancellations

You can cancel an order free of charge any time before it has been dispatched — contact us as soon as possible. Once an order has been handed to J&T Express, it can no longer be cancelled and the return process above applies instead.

Nothing in this policy affects your rights under the Consumer Protection Act 1999.