Shipping & Returns

Discreet Packaging & Delivery

We understand the importance of your privacy. All orders are shipped in plain, tamper-proof packaging - free of branding, logos or product names. Even your building security or house help won’t know what’s inside. It's intimate… and confidential.

If you have special delivery requests (extra discreet delivery, specific time slots, etc.), please reach out to us at support@sutrasecrets.com, and we’ll do our best to accommodate.

Shipping Terms

We currently offer free standard shipping on all orders across serviceable pin codes in India.

Express delivery (3-hour and 24-hour options) is available in select metro areas for an additional fee.

Other services:

• Cash on Delivery (COD) — available with a service charge.
• Gift wrapping — optional add-on for special occasions.
• Orders placed before 1:00 PM IST on business days (Mon–Sat) are typically shipped the same day, excluding public holidays.

Once your order ships, you’ll receive a tracking link via email or WhatsApp.

Typical delivery timelines:

• Metro cities: 1–3 business days
• Non-metro areas: 3–7 business days
  Express shipping (where available): 3 hours / 24 hours

Note: Delivery times may vary depending on your pin code, courier partner serviceability, and unforeseen delays (e.g. weather, strikes, lockdowns).

Damaged, Lost, or Tampered Orders

If your parcel appears damaged, tampered with, or contains missing items:

• Take photos or a video before unsealing the package.
• Notify our team within 24 hours of delivery at: support@sutrasecrets.com
• Include your Order ID and evidence (photo/video).

We’ll review your claim and coordinate with our courier partners to resolve it quickly. Delayed reports beyond 24 hours may not be eligible for resolution.

Return & Exchange Policy

Due to the personal nature of our products, we can only accept returns under the following conditions:

• Product is unused, unopened, and in original packaging;
• Return request is submitted within 48 hours of delivery.

To initiate a return, email us with your Order ID and reason for return. Once approved:

• We will schedule a reverse pickup (where serviceable);
• Courier fees will be deducted from the refund amount;
• Refunds can take 7–10 business days after we receive and inspect the item.

We cannot accept returns of:

• Used or opened items;
• Items with broken seals or hygiene stickers;
• Items damaged by the customer.

You may choose between:

• A refund to your original payment method (minus charges), or
• A store credit (Gift Card) valid for 6 months.

Cancellations

Orders can be cancelled within 24 hours of placement, provided they haven't been dispatched. After dispatch, cancellations are no longer possible, but eligible orders can still be returned (as outlined above).

Warranty & Malfunctions

All SutraSecrets electronic devices are backed by a 120-days warranty from the date of purchase, covering manufacturing defects and malfunctions.

To claim warranty:

• Submit a support request with photos/videos demonstrating the issue.
• We may request the original invoice and device details.

If approved:

• A replacement unit will be dispatched, or
  
• You may opt for a refund or store credit.

Out-of-warranty support: Please email support@sutrasecrets.com for guidance. We’ll do our best to help.

Questions?

If you have shipping or return concerns, write to us at:
support@sutrasecrets.com
Support available Mon–Sat, 10AM–6PM IST