Returns & Exchange Policy

Returns & Exchange Policy

Last Updated: September 2026

IMPORTANT: Please inspect your order before removing any tags. For damage, defect or incorrect-product claims, contact us within 24 hours of delivery with an uninterrupted unboxing video. All original tags must remain attached for an exchange request to be considered.

At Sansa Couture House, a brand of Navastra by SM, we take care to ensure that every product is checked before dispatch. We request customers to review the product details, size chart and the following policy carefully before placing an order.

1. Returns & Exchanges

We do not accept returns or exchanges for:

  • Change of mind
  • Size-related concerns or incorrect size selection
  • Colour preference or perceived colour variation
  • Products that have been worn, washed, used or altered
  • Products with original tags removed, detached or damaged
  • Customised, altered or made-to-measure garments
  • Products specifically marked Final Sale / Non-Returnable / Non-Exchangeable
  • Accessories and other items specifically identified as non-returnable
  • Sale or promotional products where this condition is disclosed at the time of purchase

Customers are requested to carefully check the product description and size chart before ordering.

2. Damaged, Defective or Incorrect Product

If you receive a product that is damaged, defective or different from the product ordered, please contact us within 24 hours of delivery.

To raise an exchange request, please provide:

  • Your order number
  • Clear photographs showing the issue
  • An uninterrupted unboxing video
  • Details of the damage, defect or incorrect product received

3. Unboxing Video Is Required

An uninterrupted unboxing video is required for claims relating to damaged, defective or incorrect products.

The video should begin before the package is opened and clearly show:

  1. The package in its original received/sealed condition
  2. The shipping label/package
  3. The complete opening of the package without interruption
  4. The product received
  5. The claimed damage, defect or incorrect item

Claims should be submitted within 24 hours of delivery with the required supporting evidence. Claims that do not meet these requirements may not be eligible for exchange, subject to applicable consumer law.

4. Original Tags Must Remain Attached

Please do not remove the product tags until you have inspected the garment and are satisfied with your purchase.

For any exchange request:

  • All original tags must remain attached
  • The garment must be unused and unworn
  • The garment must not have been washed
  • The garment must not have been altered
  • The product must be returned in its original condition
  • Original packaging and accessories supplied with the product should be retained

Products with removed, detached, altered or damaged tags will not ordinarily be accepted for exchange.

5. Colour Disclaimer

We make reasonable efforts to represent our products accurately. However, Sansa Couture House cannot guarantee an exact colour match between the images displayed online and the physical product received.

Colours may appear different because of:

  • Photography and lighting conditions
  • Screen resolution
  • Mobile/computer display settings
  • Device-specific colour reproduction
  • Natural variations in fabrics and materials

Minor variations in colour, embroidery, print placement, weave, texture, embellishments or handcrafted detailing may occur between individual pieces.

Such reasonable variations will not ordinarily be considered a product defect.

6. Approved Exchanges

Once we receive and verify an eligible exchange request:

  • We will endeavour to replace the product with the same design/product, subject to availability.
  • The returned product will be inspected before the exchange is approved.
  • If the same product is unavailable, we will provide an appropriate alternative resolution in accordance with our policy and applicable law.
  • An exchange request is not considered approved until confirmation is provided by Sansa Couture House.

7. International Orders

International orders are not ordinarily eligible for return or exchange due to international shipping and logistical requirements, except where otherwise stated or required under applicable law.

Customers placing international orders should carefully verify product details, measurements and sizing before completing their purchase.

8. How to Raise an Exchange Request

Contact us within 24 hours of receiving your order:

Sansa Couture House
A Navastra by SM brand

Email: sansabysm@gmail.com
Phone: +91 88619 91579

WhatsApp: +91 6364279073

Please include your order number, uninterrupted unboxing video and photographs of the issue when contacting us.

Important

Nothing in this policy is intended to restrict any rights or remedies available to consumers under applicable Indian law.