Indigo Reef

RETURNS & EXCHANGES

1. Eligibility

We accept both returns and exchanges. Requests must be raised within 7 days of receiving the item.

2. How to Raise a Request

Please email us at contactus@thesootee.com with your Order ID and the reason for return or exchange. Our team will review your request and guide you through the next steps.

3. Conditions

Returned items must be unused, unwashed, and in their original condition with all tags intact.

4. Sale Items

Products purchased during sales are strictly non-returnable and non-exchangeable.

5. Damaged or Wrong Products

Please inform us within 48 hours of delivery along with clear photos or an unboxing video. We will arrange a replacement after verification.

6. Reverse Pickup

Once your return or exchange request is approved, we will arrange a reverse pickup. Pickups usually happen within 5–7 business days.

7. Missed Pickup

If the customer fails to hand over the product to the courier partner during the arranged pickup attempts, the customer will need to ship the product back to us themselves.

8. Courier Charges

If we arrange the reverse pickup, no courier charges incurred by the customer will be refunded by the brand.

However, if the customer chooses to self-ship the return at the beginning instead of waiting for a reverse pickup, we will refund courier charges up to ₹150 after the product passes the quality check.

In case the entire order is returned, a flat Rs. 200 will be deducted from the total refund amount towards forward and return shipping charges. The remaining balance will be refunded to the original mode of payment after applicable discount adjustments.

9. Quality Check

All returned items undergo a quality check at our warehouse before approval of any return, exchange, or refund.

10. Size Unavailability

If the requested exchange size is unavailable, a refund will be initiated after the returned product passes a quality check.

REFUNDS

11. Refund Eligibility

Refunds are issued only after the returned product is received at our warehouse and passes a quality check. And partial payment is not refundable for any order.

12. Refund Timeline

Refunds are processed within 5–7 working days after the returned product passes quality check.

13. Mode of Refund

Refunds will be credited back to the original mode of payment used at checkout.

14. Sale Items

Products purchased during sales are strictly non-refundable.

15. Refund Policy for Promotional Orders

Orders placed under promotional offers such as Buy 2 Get 15% Off and Buy 4 Get 20% Off are subject to the following refund terms:

• Refunds will be processed only for the value of the product(s) returned, after adjusting for the applicable discount based on the final quantity retained by the customer.
• In case of a partial return, the original discount will be recalculated based on the number of items the customer keeps.

How it works:

• If you purchased 2 items at 15% off and choose to return 1 item, the order will no longer qualify for the 15% discount.
• The retained item will instead be recalculated under the Buy 1 – 10% Off offer.
• The refund amount will be adjusted accordingly after applying the revised discount.
• Any refund issued will reflect this adjusted pricing and will be processed to the original mode of payment.

CANCELLATIONS

15. Order Cancellation by Customer

Orders can be cancelled before they are shipped. Once shipped, cancellation is not possible.

16. Duplicate Orders

In case a customer places the same order twice, they must contact us immediately. We will cancel one order and process the refund.

17. Order Cancellation by The Sootee

We reserve the right to cancel any order due to stock unavailability, pricing errors, or unforeseen circumstances. In such cases, a full refund will be initiated.

CONTACT

For any queries related to returns, exchanges, refunds, or cancellations, please email us at contactus@thesootee.com.