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 (cash) refunds under any circumstance.

Wherever a refund is due — including in rare, verified cases where an exchange cannot be fulfilled — it will be processed only as store credit or a coupon code of equivalent value, 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.co within 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, we will arrange a reverse pickup for the product through our delivery partners — you will receive the pickup details via email/WhatsApp.

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)

Once your exchange or return request is approved, Sunya will arrange the reverse pickup through our delivery partners (e.g., Delhivery). You do not need to arrange your own courier.

• A reverse pickup will be scheduled from your registered address once approval is confirmed.
• The product must be handed over securely packed, in its original condition, with all tags, labels, and packaging intact.
• Sunya is not responsible for delays caused by incorrect address details, unavailability at the scheduled pickup time, or non-serviceability of your location by our delivery partner — in such cases, the customer may be asked to self-ship the product.
• 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.
• 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.

Reverse Shipping Charges

• For a manufacturing defect, the wrong product dispatched, or a significant size deviation from our published size chart — each confirmed by our internal QC team — the reverse pickup is arranged entirely at Sunya's cost.
• For all other approved exchanges (e.g., size or preference swaps), reverse pickup is still arranged by Sunya via our delivery partners, but the applicable shipping charge will be deducted from any store credit/coupon issued, or collected at the time of pickup.

Customer claims alone do not constitute proof of fault; our internal team must independently verify and acknowledge the fault before it is treated as a Sunya-cost case.

8. Store Credit / Coupon Code (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 a refund in the form of store credit or a coupon code of equivalent value. This store credit or coupon code:

• 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, where an exchange cannot be completed, through store credit or a coupon code of equivalent value (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, a store credit or coupon code of equivalent value 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.