Return and Exchange Policy

As a marketplace dedicated to sustainable and eco-friendly products, Suspire India Ecosystems Private Limited (“Company”)  strives to ensure your satisfaction with every purchase. This return and exchange policy (“Return Policy”) is designed to address various scenarios regarding cancellation or return or exchange of your order once it has been placed or delivered, providing you with a seamless shopping experience.

Any return or exchange request shall be placed in the manner set out in this Return Policy. This Return Policy shall be deemed to be incorporated into the terms of use of the Website (“Terms”) and shall be read in addition to the Terms. In the event of any conflict between this Policy and the Terms, the interpretation placed by the Company shall be final and binding on you. All capitalised terms used in this Return Policy but not defined herein, shall have the meaning ascribed to the term in the Terms.

  1. Return and Exchange Overview

    1. This Return Policy may vary from brand to brand and for each product. Specific conditions for return and exchange are detailed on the product description page. The Company strongly advises its customers to carefully review the product description (including conditions for return and exchange) before placing orders.

  2. Eligibility for Returns

    1. Products are eligible for returns if they meet any of the following conditions:

      1. The product(s) delivered do not match your order.

      2. The size of the product is different (the size guide is provided in the respective product description).

      3. The product(s) have expired upon delivery.

      4. The product(s) delivered were damaged.

  3. Conditions for Return

    1. You must ensure that the product to be returned remains unused.

    2. Tags and packaging of the product must be kept intact and untampered.

    3. Products that have been altered, used, or have tampered serial numbers/barcodes do not qualify for return.

    4. Larger items exceeding 1 meter in any dimension or weighing more than 10 kilograms are not eligible for return. If you want to return such a product, they must bear the shipping cost.

    5. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the purchased item, the free product shall have to be returned as well.

    6. Products marked as "non-returnable" on the product detail page cannot be returned/replaced. If you have received a product marked as “non-returnable” in a damaged or defective condition, you shall be required to notify the Company of the same in the manner indicated by the Company.

  4. Return Process

    1. You must raise a return request within 7 (Seven) days from the delivery date and provide pictures/videos of the packaging and the product (unless the product is missing) to support@suspire.in.

    2. The Company will arrange a reverse pickup for the product and process the refund as per the Refund policy of the Company.

    3. It is your responsibility to pack the product sought to be returned/replaced in a manner indicated by the Company. If the product is damaged due to the product not being packed in accordance with the instructions of the Company, notwithstanding anything to the contrary contained in these Terms, the Company shall have the right to not accept the return/replacement request.  

    4. To ensure compliance with these provisions, while collecting the product from you, the Company’s delivery agent/logistics partner may do a quality check on the returned product.

    5. The Company offers pickup service at selected pin codes.

  5. Refund and Exchange Guidelines

    1. Refunds are processed within 7 (Seven) business days of receiving the return request and after the items are returned to the Company’s  warehouse and pass a quality check, whichever is later. If the product fails the quality check, it will be returned to you.

    2. Returns or exchanges for custom-made or hand-made products are not accepted.

    3. Refunds are provided for products paid by debit/credit card/UPI/net banking/wallet only, and gift cards are offered for cash-on-delivery payments. The Company’s decision in such cases shall be final and binding.

    4. Refunds are subject to the inspection of the returned products to ensure they meet the Company’s return standards.

  6. Contact Information for Returns and Exchanges

    To initiate a return or exchange request, please email at support@suspire.in with the order number, product name, a detailed description of the concern, and accompanying pictures/videos within 7 (Seven) days of receipt of the product. Disputes raised after this period will be addressed at the Company/seller's discretion.

  7. Disclaimers

    1. Claims for damaged products must be reported promptly with supporting evidence.

    2. Exchanges are subject to availability of products, and size change requests are considered first.

    3. Refunds are issued once the returned products are received and inspected and such products pass the quality check.

    4. Returned products must retain their original tags and packaging.

    5. The Company aims to provide a transparent and efficient return and exchange process to ensure your satisfaction with every purchase. Should you have any further questions or concerns, please do not hesitate to reach out to the Company’s support team at support@suspire.in.