Refund policy

Exchange & Returns Policy

Sunya — Wear the Silence

Every Sunya piece is crafted with care, and we want you to love what you receive. We offer a 7-day Exchange Policy on eligible orders. Please read this policy carefully — placing an order with Sunya implies your full acceptance of these terms.

1. Our Exchange-First Approach

Sunya operates on an Exchange-Only model. We do not offer monetary refunds under any circumstance.

In rare, verified cases where an exchange cannot be fulfilled, store credit may be issued at our sole discretion (see Section 8).

2. Exchange Window

Exchange requests must be raised within 7 calendar days from the date of delivery (as per Delhivery's tracking record).
Requests raised even one day beyond this window will not be entertained, regardless of the reason offered.

3. Eligibility for Exchange

To qualify for an exchange, all of the following conditions must be met without exception:

The product must be unused, unworn, unwashed, and free of any odour (perfume, smoke, detergent, body odour, etc.).
All original tags, labels, branding stickers, and packaging must be intact and undamaged.
The product must show no signs of wear, including but not limited to stretch marks, makeup stains, deodorant marks, pet hair, lint, or fabric pilling.
A complete, uncut unboxing video must be provided (see Section 4).
The exchange request must be raised within 7 calendar days of delivery.

The following items are strictly non-exchangeable:

Sale, discounted, or promotional items
Limited Edition or Drop-Exclusive pieces
Customised or made-to-order products
Inner-wear and accessories
Any item marked "Final Sale"

Failure to meet any one of the above conditions will result in automatic rejection of your exchange request.

4. Mandatory Unboxing Video

To protect both our customers and our brand from fraudulent claims, an uncut, continuous unboxing video is mandatory for every exchange request. The video must clearly show:

The sealed, untampered package before opening
The shipping label and Sunya branding clearly visible
The complete unboxing process without any cuts, edits, pauses, or zoom-ins
The product being inspected immediately after unboxing
The condition of all tags, labels, and packaging

Without a valid, uncut unboxing video, no exchange request will be processed — no exceptions.

We strongly recommend recording an unboxing video for every Sunya order you receive. Treat it as your proof of receipt.

5. How to Raise an Exchange Request

To initiate an exchange, email us at support@thesunya.cowithin 7 days of delivery with the following:

Subject Line: Exchange Request — Order #[Your Order ID]
Order ID and registered name
Uncut unboxing video (mandatory)
Clear, well-lit photographs showing:
- Front of the product
- Back of the product
- Tags and labels (close-up)
- The specific issue (if any)
Reason for exchange (with size details if it's a size swap)
Preferred replacement (size/colour/product), subject to stock availability

Incomplete requests will not be processed.

6. Verification Process

Once your exchange request is submitted:

Our team will review your request within 5–7 business days.
We may ask for additional photos, videos, or clarifications to verify the claim.
Sunya reserves the right to verify the authenticity of the customer, the order history, and the condition of the product before approving any exchange.
Customers with a history of repeated exchange requests, suspicious patterns, refused deliveries, or chargebacks may be denied service at our sole discretion.
If approved, you will receive instructions on how to dispatch the product back to us.

Approval is at the sole and final discretion of Sunya. Submitting a request does not guarantee approval.

7. Reverse Shipping (Sending the Product Back to Us)

Default: Customer-Arranged Return

In most cases, the customer is fully responsible for arranging and paying for the return shipment back to our warehouse.

We recommend using a reliable, trackable courier service.
The product must reach us in its original condition, securely packed.
Sunya is not responsible for products lost, damaged, or delayed in transit while being shipped back to us.
Once received, the product undergoes a Quality Check (QC) that may take 5–7 business days.
The replacement will be dispatched only after the product clears QC. Outbound shipping for the replacement is to be borne by the customer at standard rates.
If the product fails QC (signs of wear, missing tags, odour, damage, etc.), it will be shipped back to the customer at their cost, and the exchange request will be declared void.

When Sunya Arranges & Bears the Reverse Shipping (via Delhivery)

Sunya will arrange a Delhivery reverse pickup at our cost only in the following verified cases:

A manufacturing defect, confirmed by our QC team
The wrong product dispatched from our end (verified against the original order)
Significant size deviation from our published size chart, confirmed on inspection by our team

In all such cases, our internal team must independently verify and acknowledge the fault before any reverse pickup is arranged. Customer claims alone do not constitute proof of fault.

8. Store Credit (Last Resort)

If, after a successful exchange approval, the requested replacement is out of stock and no suitable alternative is available, Sunya may — at its sole discretion — issue store credit. Store credit:

Is valid for 30 days from the date of issuance
Is non-transferable
Cannot be combined with other discounts, sales, or promotional offers
Cannot be redeemed for cash under any circumstance
Will be issued only after the returned product clears our Quality Check

9. Returns (Refunds)

Sunya does not offer cash returns or monetary refunds. All eligible cases are resolved through exchange or, as a last resort, store credit (see Section 8).

10. Cancellations

Orders may be cancelled only before dispatch. Once handed over to Delhivery, cancellation is not possible.
For prepaid orders cancelled before dispatch, store credit will be issued. No cash refunds.
COD orders that are refused, returned to origin, or undelivered due to customer unavailability may result in permanent blacklisting from future Sunya orders.

11. Fraud Prevention

Sunya takes fraudulent claims very seriously. Any of the following will lead to immediate rejection of the request and potential blacklisting of the customer:

Tampered, edited, or pre-recorded unboxing videos
False claims regarding product condition or delivery
Repeated exchange or return abuse patterns
Disputes raised through payment gateways or banks without first contacting Sunya
Use of multiple accounts, addresses, or phone numbers to bypass policy
Switching products inside the package before sending it back

We reserve the right to take legal action in cases of proven fraud, including filing complaints with the appropriate authorities.

12. Final Note

Sunya is an independent label, and every piece is created with intention and care. This policy exists to protect that craft and to ensure fair service for our genuine customers. By placing an order with Sunya, you confirm that you have read, understood, and agreed to all the terms above.

For any exchange-related queries, please reach out to support@thesunya.co or message us on WhatsApp at +91 62398 66318. We're always happy to assist genuine customers.

Sunya — Estd. 5th Century.