Legal
Refunds and cancellations
This page brings together what our terms of sale and our returns policy say about refunds and cancelling an order. It adds nothing new to them; if anything here seems to differ, the terms of sale apply.
Situation by situation
| Situation | What happens |
|---|---|
| Change of mind, or the wrong length, shade or lace size ordered | No return and no refund |
| Manufacturing defect reported within 7 days of delivery, with photos | Replaced with the same item at our cost; refunded where a replacement cannot be made |
| Production will take longer than the stated time | We tell you by email; you may cancel that item for a full refund |
| Order paid by bank transfer, payment never arrives | Cancelled after a reasonable period |
| Delivery delayed by customs, weather, strikes or similar | Not a reason to cancel; we chase the courier for you |
| Any other cancellation of a paid order | Contact us as soon as possible (see below) |
Returns
Human hair is a hygiene product and every order is made for you, so we do not accept returns or exchanges. We cannot refund an order because of a change of mind, an incorrect choice of length, texture, shade or lace size, or because the result after installation or colouring is not what you hoped for.
Manufacturing defects
A manufacturing defect is a fault in how the piece was made, or a piece that differs from your order confirmation. Report it within 7 days of the delivery date shown in the courier tracking, with photos of the defect and of the product as received, before the piece is installed, cut, coloured, washed or heat-styled. A confirmed defect is replaced with the same item and shipped at our cost; where a replacement cannot be made, we refund the item.
Customised orders are excluded except where the piece does not match the specification you confirmed in writing. What counts as a defect, what does not, and the reporting steps are on the returns and replacements page.
If production runs late
Made-to-order items take 3–5 days to produce from the day payment clears; in-stock items are dispatched within 2–3 working days. Where an item will take longer, for example a long length in a lighter shade, we tell you by email before the stated time has passed, and you may cancel that item for a full refund.
Cancelling a paid order
Contact us as soon as possible; because every order is made for you, we confirm what can be cancelled based on how far production has gone. Write to sales@suvitahair.com or WhatsApp +91 85956 52171 with your order number.
Customised orders are final once production has started.
Unpaid bank-transfer orders
Payment is 100% in advance. An order placed for payment by bank transfer is held for a reasonable period and cancelled if the payment does not arrive. Nothing is owed on an order cancelled this way.
Courier delays
Transit times are the couriers' published standards. Delays caused by customs inspection, weather, strikes or other events outside our control do not entitle you to cancel an order, but we will chase the courier on your behalf. Duty and import tax charged on arrival (DAP) are not refundable by us, and if a parcel is refused because of duties, no refund is due.
The full wording is in the terms of sale.