Returns & refund policy

Sushami Industries Private Limited, having its registered office at Invento Workspaces, Plot No. 8, 3rd Floor, Sector 12B, Dwarka, New Delhi-110078, India ("Sushami", "we", "us" or "our"), is managing and operating the mobile application/website https://www.royalsglory.com/ (collectively referred to as the "Royals Glory Platform").

We aim to provide the best customer experience to our Users, beginning from placing an order to initiating a return. While transacting on the Royals Glory Platform, you can expect a hassle-free experience in returning the Product that you have ordered, and can rely on us as your preferred shopping destination.

This cancellation, return and refund policy ("Policy"), together with the Terms, sets out our procedures and policies in accepting Product cancellation, return and refund thereof.

1.1 By agreeing to use the Royals Glory Platform and/or initiating a request for purchase of Product(s) on the Royals Glory Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Royals Glory Platform.

1.2 Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the Royals Glory Platform. Every time you wish to use the Royals Glory Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

Terms for cancellation, return and refund of orders

(a) You can cancel orders for Products partially or fully prior to issuing and processing of the invoice in relation to such Products by us. Orders cannot be cancelled once the invoice has been processed and issued.

(b) In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order by referencing the unique tracking identity number (which enables the User to track the status of delivery of the purchased Products) received by you from us and requesting us to process a cancellation by sending an email to info@royalsglory.com.

(c) On receipt of the cancellation request prior to issuing and processing of the invoice, we shall cancel the order and initiate the refund for the Products within 7 business days from the receipt of the cancellation request from you. The amount shall be refunded to you within 7-8 days from the date of receipt of such Product by us (where applicable). All refunds shall be subject to applicable policies and charges of the User's bank/financial institution.

(a) A return can be initiated only if: (i) the Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) the Product is defective or is not in working condition; (iv) parts of the Product or accessory are missing; (v) the Product ordered is different from what was ordered based on the Product description provided on the Royals Glory Platform; or (vi) you are dissatisfied with the purchased Product ("Non-Compliant Product"). "Dissatisfaction" is only valid if the Product does not match the description/expectations, and not simply on account of change of mind. You shall initiate such requests for a return within 7 days from the date on which you receive the delivery of the Product ("Return Period").

(b) You shall keep the Products in their unused, original condition, along with the original invoice/sale receipt, brand outer box/packaging, MRP tags attached, and original accessories in manufacturer packaging, for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.

(c) We may, at our sole discretion, request you to share images of the Product(s) for processing your return and refund request.

(d) If you have received any Product which is subject to return in terms of this Policy, we suggest you immediately register a request in this regard on the Royals Glory Platform. We will, in our sole discretion, verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable to us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly, post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may, in our sole discretion, resolve the issue subject to the assessment report, in a manner as we may deem fit.

(e) Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition, along with the price tag intact and original packaging of the product, no damage having occurred post-delivery of the Product while in your possession, etc.

(f) You agree that we will not accept the return of any Product: (i) if the Product belongs to a non-returnable Product category (for instance, due to the customised or made-to-measure nature of certain items such as stitched/tailored suits, blouse-stitched sarees, and any Product customised or altered to your specific measurements, it is not possible for us to accept returns on such items); and (ii) if you fail to request a return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing, dry-cleaning, storage or safekeeping of the Product, or any modification or change to the Product by you or a third party, or any depreciation in value for other reasons, will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

(g) You can return the Product(s) purchased from us, provided the Product(s) satisfy the below mandatory conditions:

(i) The Product has not been worn, soiled, cleaned, altered, or tampered with by you.

(ii) The price tag/bar code, brand tags, original packaging material, and accompanying accessories (such as dupatta, blouse piece, or trims) are intact and not altered, damaged or discarded by you.

(iii) The Product is not altered or tailored, unless proven vendor defect.

(iv) The return is being initiated against the order under which it was bought and from the same account, and the serial number/bar code of the Product matches our records.

(v) There is no foul odour, perfume, stains, dents, scratches, sequin/embellishment loss, tears or other damage on the Product.

(vi) The Product(s), if bought as a set (e.g., a saree with blouse piece, or a suit set with dupatta), should be returned as the complete set.

(vii) Products returned should be in unused, undamaged, unwashed and in a saleable condition.

(viii) We are satisfied that the Product has not been rendered defective or unusable.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

(h) Return of purchased Products is facilitated through our reverse-logistics partners. On receipt of a request for return of a Product on the Royals Glory Platform, and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.

(i) You are responsible for ensuring that the Product is securely packaged for return transit. Products damaged in transit due to inadequate packaging by you may not be eligible for refund or exchange.

Gift wrapping charges will not be refunded if goods are returned.

(a) At the time of raising a request for return or cancelling the Products on the Royals Glory Platform, you may seek a refund for the Non-Compliant Product. Such refund will be made to you only in the event the payment has been received by us for the Product.

(b) Please be informed that when you opt to cancel or return the Products, the return shall be approved only after our verification and assessment of the uploaded return Product's image(s), and the refund amount for such Products which are eligible for return as per the terms of this Policy will be initiated after pick-up is done, and in case of self-ship, after the package has reached our warehouse.

(c) We offer two options for refunds: either as a credit, which can be used for future purchases, or as a refund to your bank account. The refund will be processed within 5-7 business days after your returned Product is picked up by our logistics partner or received by us if you choose to self-ship. Please note that we do not offer cash refunds under any circumstances. Once the refund is initiated, it may take additional time to reflect in your account, as the processing duration may vary depending on your bank or financial intermediary. If you do not receive your refund within the advised timeline, feel free to contact us - we'll be happy to assist you.

(d) Refunds to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion), we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition, subject to verification and examination of the damage or defect of the Product by us.

(e) In case the Product(s) returned fail to comply with the stipulated conditions herein, such as the Product being returned in original condition, along with the price tag intact and original packaging, and all accessories therein, we reserve the right to follow due process to reclaim the refund amount for the Product(s) if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return.

(f) In certain cases where our reverse logistics service is unavailable or in remote locations, you may be required to ship the Product(s) back to our designated warehouse at your own cost. In such cases:

• You will be informed via email or phone of the return address and packaging guidelines.
• You must ensure that the package is securely packed to prevent any damage during transit.
• We recommend using a reliable courier service with tracking capabilities.
• Return shipping costs shall be borne by the customer unless the Product is found to be defective or incorrect due to our fault, in which case we may reimburse reasonable courier charges up to a maximum of ₹500 (Rupees Five Hundred only) upon verification.

(a) You may initiate an exchange request for the size or colour of a Product, subject to the terms of our return and exchange policy. Made-to-measure or custom-stitched Products are non-exchangeable except in cases of proven vendor defect.

(b) You shall initiate such requests for an exchange within 7 days from the date on which you receive delivery of the Product ("Exchange Period").

(c) You shall keep the Products in their unused, original condition, along with the original invoice/sale receipt, brand outer box/packaging, MRP tags attached, and original accessories in manufacturer packaging, for a successful exchange pick-up. We would accept the request for exchange of such Product subject to the terms of this Policy.

(d) If you have received any Product which is subject to exchange in terms of this Policy, we suggest you immediately register a request in this regard by writing to info@royalsglory.com. We will, in our sole discretion, verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable to us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly, post verification, accept or reject the request for exchange. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the exchange request, we may, in our sole discretion, resolve the issue subject to the assessment report, in a manner as we may deem fit.

(e) Your exchange will be processed only when the conditions as may be stipulated by us are fulfilled at the time of exchange of such Products, such as the Product being exchanged in original condition, along with the price tag intact and original packaging, no damage having occurred post-delivery of the Product while in your possession, etc.

(f) You agree that we will not accept the exchange of any Product: (i) if the Product belongs to a non-exchangeable Product category (for instance, made-to-measure, custom-stitched, or altered items are not eligible for exchange based on their nature); (ii) Items purchased on sale are final and cannot be returned or exchanged under any circumstances; or (iii) if you fail to request exchange/register a complaint in relation to a Non-Compliant Product within the Exchange Period. Any damage to the Product caused by your improper wearing, dry-cleaning, storage or safekeeping of the Product, or any modification or change to the Product by you or a third party, or any depreciation in value for other reasons, will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

(g) You can exchange the Product(s) purchased from us, provided the Product(s) satisfy the below mandatory conditions:

(i) The Product has not been worn, soiled, cleaned, altered, or tampered with by you.

(ii) The price tag/bar code, brand tags, original packaging material, and accompanying accessories are intact and not altered, damaged or discarded by you.

(iii) The Product is not altered, unless proven vendor defect.

(iv) The exchange is being initiated against the order under which it was bought and from the same account, and the serial number/bar code of the Product matches our records.

(v) There is no foul odour, perfume, stains, dents, scratches, sequin/embellishment loss, tears or other damage on the Product.

(vi) The Product(s), if bought as a set, should be exchanged as the complete set.

(vii) Products exchanged should be in unused, undamaged, unwashed and in a saleable condition.

(viii) We are satisfied that the Product has not been rendered defective or unusable.

(h) Exchange of purchased Products is facilitated through our reverse-logistics partners. On receipt of a request for exchange of a Product on the Royals Glory Platform, and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to deliver the new item and simultaneously pick up the original purchased Products from you.

(i) Gift wrapping charges will not be refunded if goods are exchanged. Also, we will not be able to gift wrap any replacements you have asked for.

• Items bought on discount or final sale are non-returnable and non-exchangeable, unless received in a damaged or defective condition at the time of delivery.
• For bundled or combo offers (e.g., a saree-with-blouse combo or a suit set), partial returns or exchanges of individual items are not permitted unless all items in the bundle are returned in original condition.

To process return, refund or exchange requests, we may require you to provide supporting evidence, which may include:

• Clear photographs or videos of the Product(s), packaging, and any visible damage, defect or mismatch.
• Images should clearly capture the issue and show all tags, barcodes, and the invoice.

You must submit this evidence via email to info@royalsglory.com or through the Royals Glory Platform's return portal within the stipulated return/exchange period.

• Partial return or exchange of Products purchased as part of a combo, pack, or set is not allowed. You must return the entire set in original condition to be eligible for refund or exchange.
• If you have purchased multiple individual Products in a single order, you may request return/exchange for selected eligible Products, subject to verification and approval under this Policy.

• All decisions regarding the approval or rejection of a return, refund, or exchange request shall be at the sole discretion of Sushami Industries Private Limited.
• We reserve the right to decline a return or exchange if the Product fails to meet the conditions outlined in this Policy.
• Our verification team's assessment report shall be considered final and binding in case of any dispute related to damage, quality, eligibility, or compliance.

Any queries or concerns relating to return, refund and cancellation may be directed by you to our customer support team, who can be contacted at info@royalsglory.com.