Refund policy
Exchange Policy
At Shrus, every saree is carefully inspected before it leaves us. In the rare event that you require an exchange, the following policy applies.
Shrus is the online store of Shruseternity. All references to "Shruseternity", "Shrus", "we", "our", or "us" in this policy refer to purchases made through shrus.com.
The Essentials
- Exchange requests must be raised within 3 working days of delivery. Requests received after this period may not be accepted.
- Only one exchange is permitted per order.
- Approved exchanges requested due to customer preference will be settled through a Gift Card/Store Credit only.
- This policy does not affect any statutory rights available to customers under applicable law in cases involving verified manufacturing defects or other remedies required by law.
- The product must be unused, unworn, unwashed, with all original tags, packaging, accessories and invoice (where available) intact.
Damaged, Defective or Incorrect Item Received
If your order arrives damaged, contains a manufacturing defect, or is different from what you ordered, we will make it right.
Please email hello@shruseternity.com or WhatsApp +91 76049 36565 within 48 hours of delivery.
To help us investigate your claim quickly, please provide:
- Your Order ID
- Clear photographs of the product with tags intact
- An uncut, uninterrupted unboxing video showing the sealed package being opened until the product is fully visible.
An unboxing video is strongly recommended as it enables us to verify transit damage and missing-item claims efficiently. If an unboxing video is unavailable, we may request additional information or evidence before determining the claim.
Once verified, we will arrange a reverse pickup wherever available or reimburse reasonable return shipping charges. You will not bear any cost for an error attributable to us.
Exchange for Other Reasons
If you wish to exchange a product due to personal preference:
Please contact us within 3 working days of delivery through:
Email: hello@shruseternity.com
WhatsApp: +91 76049 36565
Please include your Order ID and the reason for requesting an exchange.
Minor variations in colour, weave, texture, zari, finish and appearance are natural characteristics of handwoven textiles. Colours may also appear different due to photography, lighting conditions and individual screen settings. Such variations are not considered manufacturing defects.
Once your exchange request is approved, kindly courier the product to:
Shruseternity
Survey No. 18/11B & 18/8, SF No. 21/3
Poochiathipedu,
Madura Veppambedu Village,
Uthukottai Taluk,
Tiruvallur,
Tamil Nadu – 600052
Phone: 079 6946 0000
WhatsApp: +91 76049 36565
Return shipping charges for preference-based exchanges shall be borne by the customer.
Original shipping charges are non-refundable.
We strongly recommend using a trackable courier service.
Customers remain responsible for returned products until they are safely delivered to and acknowledged by Shruseternity.
Gift Card / Store Credit
Your Gift Card / Store Credit will be issued within 5-7 working days after the returned product has been received and successfully passed our quality inspection.
It will be sent to your registered email address or mobile number.
The Gift Card / Store Credit will cover only the product value.
Original shipping charges are excluded.
Gift Cards remain valid for 6 months from the date of issue.
Expired Gift Cards cannot be extended or reinstated.
If your replacement purchase exceeds the Gift Card value, the balance must be paid at checkout.
If the replacement costs less, the remaining balance shall remain available on your Gift Card until its expiry.
Quality Inspection
Every returned product undergoes a quality inspection.
Shruseternity reserves the right to decline an exchange if the returned product:
- has been worn or washed
- has stains, perfume, deodorant or body odour
- has been altered or customised
- is missing original tags or packaging
- shows signs of misuse, damage or wear after delivery
Where an exchange is declined, the reason will be communicated via Email or WhatsApp.
The product will be shipped back to you.
Products Not Eligible for Exchange
The following items are not eligible for exchange:
- Products purchased during sale, clearance or promotional events unless expressly stated otherwise.
- Sarees where falls & pico, tasseling, blouse detachment, blouse stitching, pre-pleating or any customisation has been requested.
- International orders.
- Products damaged after delivery due to improper handling, storage, washing, rain, stains, accidents or normal wear and tear.
Handcrafted Products
Shrus celebrates handcrafted textiles.
Slight irregularities in weaving, zari work, texture, thread density, dye absorption or finishing are natural characteristics of handcrafted products and are not considered manufacturing defects.
Likewise, the placement of motifs, borders, pallu designs and woven elements may vary slightly between individual sarees. These variations reflect the uniqueness of handcrafted textiles.
Cancellations & COD Orders
For prepaid orders cancelled before dispatch, payment gateway charges, where actually incurred by us and non-refundable by the payment processor, may be deducted where permitted under applicable law.
Cash on Delivery orders repeatedly refused at the time of delivery may result in the customer becoming ineligible for future Cash on Delivery purchases.
Abuse of Policy
Shruseternity reserves the right to refuse exchange requests where there is reasonable evidence of:
- fraudulent activity
- repeated abuse of the exchange policy
- false or misleading claims
- intentional damage to products
- misuse of promotional offers
Such decisions shall be made after reasonable review of the available information.
Force Majeure
Shruseternity shall not be liable for delays in processing exchanges or fulfilling obligations caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, transport disruptions, government restrictions, public emergencies or courier service interruptions.
Dispute Resolution
If you have any concerns regarding your exchange or cancellation, please contact us first at hello@shruseternity.com. We are committed to resolving genuine concerns fairly and promptly.
This policy shall be governed by the laws of India.
Subject to applicable law, courts and competent authorities in Chennai, Tamil Nadu shall have jurisdiction over disputes arising under this policy.
