Refund & Return Policy

Last Updated: 2 August 2026

At Susho, customer satisfaction and product quality are important to us. This Refund & Return Policy explains the conditions under which products purchased through www.susho.co may be returned, replaced, cancelled or refunded.

Because Susho offers a combination of standard products, premium products, made-to-order products and customized architectural/interior solutions, return eligibility may vary according to the nature of the product and order.

This policy should be read together with our Terms & Conditions, Shipping Policy and Privacy Policy.

1. Return Eligibility

A product may be eligible for return or replacement if:

  • The product received is damaged during transit.
  • The product received is defective.
  • The product delivered is materially different from the confirmed order.
  • An incorrect product has been delivered.
  • Parts or components are missing from the delivered package.
  • The product otherwise qualifies for return under applicable law.

Where a product is defective, deficient, spurious, incorrectly delivered, or does not conform to the characteristics or features advertised or agreed upon, applicable Indian e-commerce consumer-protection requirements may require appropriate refund or other redress.

2. Return Request Period

Customers should notify Susho within 7 days of delivery if they wish to report an eligible return, replacement or damage claim.

The request should include:

  • Order number
  • Customer name and contact details
  • Product name
  • Reason for the return/replacement request
  • Clear photographs of the product
  • Photographs of the packaging
  • Video evidence, where reasonably required for transit-damage verification

We recommend reporting products that arrive visibly damaged within 48 hours of delivery to make verification with the logistics provider easier.

3. Customized & Made-to-Order Products

Many Susho products may be customized, made-to-order, manufactured according to customer-approved specifications, or specially procured for a particular project.

Unless defective, damaged, incorrectly supplied, or otherwise required by applicable law, such products are generally not eligible for return, exchange or refund after production/procurement has commenced.

This may include products customized according to:

  • Dimensions or site measurements
  • Material
  • Colour
  • Finish
  • Design
  • Configuration
  • Glass specifications
  • Hardware specifications
  • Fabric or upholstery
  • Stone or marble selection
  • Customer-approved drawings
  • Other bespoke requirements

Customers are therefore requested to carefully verify all dimensions, drawings, finishes and specifications before approving a customized order.

4. Non-Returnable Products

Subject to applicable consumer rights, returns may not ordinarily be accepted for:

  • Customized or bespoke products
  • Made-to-order products
  • Products manufactured according to approved drawings or dimensions
  • Specially sourced or imported products
  • Installed products
  • Products altered after delivery
  • Products damaged due to misuse or improper handling
  • Products damaged because of improper installation by a third party
  • Products showing normal wear and tear
  • Products returned without their original accessories or components
  • Clearance, final-sale or specially discounted products where identified as non-returnable before purchase

This limitation does not override remedies available to consumers under applicable law for defective, deficient, misrepresented or incorrectly supplied goods.

5. Damaged Products

If a product arrives damaged, please contact Susho with photographs and relevant details as soon as reasonably possible.

Please retain the original packaging, product, accessories and shipping material until the claim has been reviewed.

After verification, Susho may, as appropriate:

  • Replace the damaged product;
  • Replace the damaged component;
  • Repair the product;
  • Provide an appropriate refund; or
  • Offer another mutually agreed resolution.

6. Defective Products

If you believe a product has a manufacturing defect, please contact us with photographs, videos and a description of the issue.

Our team may inspect the product or request additional information to determine whether the issue is a manufacturing defect, installation issue, transit damage, normal material characteristic or damage resulting from misuse.

Where a valid manufacturing defect is confirmed, Susho will provide an appropriate remedy in accordance with the applicable warranty, order terms and law.

7. Natural Material Variations

Products manufactured using natural stone, marble, wood, veneer, leather, metal, handmade materials or artisan finishes may naturally exhibit variations in colour, grain, texture, pattern, veins, shade and appearance.

Such natural variations are generally characteristics of the material rather than manufacturing defects.

Likewise, product colours displayed on digital screens may vary slightly because of photography, lighting conditions and individual display settings.

8. Return Condition

Where a return is approved, the product should ordinarily be:

  • Unused
  • Uninstalled
  • In its original condition
  • Accompanied by original accessories and components
  • Properly packed
  • Accompanied by proof of purchase

Susho will provide applicable return instructions after approving the request.

Customers should not send products back without obtaining return authorization from Susho.

9. Return Shipping

Where a return is accepted because Susho supplied an incorrect, defective or damaged product, reasonable return or replacement logistics will ordinarily be arranged or borne by Susho, as applicable.

For any discretionary return accepted for reasons unrelated to a product defect or Susho’s error, return transportation and associated charges may be borne by the customer.

10. Inspection of Returned Products

All returned products may be inspected after receipt.

Susho reserves the right, subject to applicable law, to reject a discretionary return where the product:

  • Has been used or installed;
  • Has been damaged after delivery;
  • Is incomplete;
  • Has been altered;
  • Is not the product originally supplied; or
  • Does not satisfy the applicable return conditions.

11. Refunds

Once an eligible return has been received and approved following inspection, the customer will be informed about the refund.

Approved refunds will generally be processed to the original payment method used for the transaction.

Banking institutions, credit/debit card providers, UPI services and payment gateways may require additional processing time before the amount appears in the customer’s account.

12. Order Cancellation

For standard products, customers may request cancellation before the order has been dispatched.

For customized, bespoke or made-to-order products, cancellation may not be possible once:

  • Design approval has been provided;
  • Material has been procured;
  • Production has commenced;
  • Fabrication has commenced; or
  • Special procurement has been initiated.

If cancellation is accepted after costs have already been incurred, reasonable design, procurement, production or administrative costs may be deducted from the refundable amount, subject to the agreed order terms and applicable law.

13. Installation-Related Issues

Where installation is included in the Susho order, customers should notify us promptly about any installation-related concerns.

Damage caused by unauthorized modification, relocation, improper maintenance or installation performed by third parties may not qualify as a manufacturing defect or warranty claim.

14. Product-Specific Warranty

Certain products may carry a separate manufacturer or Susho warranty.

Where a warranty applies, the warranty terms supplied with the product, quotation, invoice or project agreement will govern warranty claims in addition to applicable statutory rights.

15. Refund Processing Time

Once a refund has been approved, Susho will endeavour to initiate it within 7–10 business days.

The actual time required for the amount to reflect in your account may depend upon the bank, payment gateway or payment method used.

16. Exchange & Replacement

Where appropriate, Susho may offer replacement instead of a refund.

Replacement is subject to:

  • Verification of the claim
  • Product availability
  • Manufacturing lead time
  • Availability of materials or finishes
  • Logistics requirements

For made-to-order products, replacement timelines may be similar to the original manufacturing lead time.

17. Consumer Rights

Nothing in this policy is intended to exclude or restrict rights or remedies that cannot legally be excluded under applicable Indian consumer-protection law.

The Consumer Protection (E-Commerce) Rules, 2020 apply to goods and services bought or sold over digital or electronic networks, alongside the Consumer Protection Act, 2019 and subsequent applicable rules and amendments.

You can review the Government of India’s official consumer-protection resources through the Department of Consumer Affairs.

18. Contact Us

For return, replacement, cancellation or refund requests, please contact:

Susho
Website: www.susho.co
Email: [Insert Customer Support Email]
Phone / WhatsApp: [Insert Contact Number]
Business Address: [Insert Complete Business Address]

When contacting us, please provide your order number and registered contact details so that we can assist you efficiently