Made-to-Order Policy

Return & Exchange Policy

At Suranu, all pieces are custom-made or produced on demand.

By placing an order with Suranu, you acknowledge and agree to this Return & Exchange Policy.

Because of the made-to-order nature of our products, we do not accept returns, refunds, exchanges, or cancellations for:

  • Change of mind

  • Incorrect size selection

  • Preference changes

  • Accidental orders

  • Orders where production has already begun

Please review all sizing information, measurements, colors, and product details carefully before placing your order.

Why We Follow This Policy

We intentionally produce in limited quantities to reduce:

  • Overproduction

  • Textile waste

  • Landfill impact

  • Unnecessary shipping emissions

This allows us to operate more responsibly and avoid the waste created by traditional mass-production fashion.

Product Variations

Please note that colors may vary slightly due to differences in screen settings, photography, lighting conditions, and device displays. Such variations are not considered defects.

Where applicable, minor variations in print placement, fabric texture, embroidery, weaving, handcrafted details, or finishing are part of the unique nature of the product and are not considered defects.

Exceptions

If you receive an item that arrives:

  • Damaged

  • Defective

  • Incorrect due to our error

Please contact us within 5 days of delivery through our Contact Us page and provide clear photos of the issue. We will review your request promptly and work toward an appropriate resolution.

Requests submitted after the 5-day period may not be eligible for review.

Sizing Responsibility

Customers are responsible for selecting the correct size before purchase. If you need assistance, we encourage you to contact us before ordering so we can help with sizing guidance.

Shipping & Delivery

Customers are responsible for providing accurate and complete shipping information at checkout. Suranu is not responsible for orders that are delayed, lost, returned, or undeliverable due to incorrect or incomplete address information.

Once an order has been shipped, delivery timelines are the responsibility of the shipping carrier. Delays caused by courier services, customs processing, weather conditions, or other circumstances beyond our control are not grounds for cancellation, refund, or compensation.

Packages marked as delivered by the carrier are considered successfully delivered. Suranu is not responsible for lost or stolen packages after confirmed delivery.

International Orders

International customers are solely responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their destination country.

Sale & Promotional Items

Items purchased during sales, promotional events, clearance events, or with discount codes are considered final sale and are not eligible for returns, refunds, or exchanges unless they arrive damaged, defective, or incorrect due to our error.

Contact Us

If you have any questions regarding sizing, materials, or product details, please contact us before placing your order. We are happy to assist you in making an informed purchase.

Thank you for supporting slow fashion, conscious production, and independent design.

— Suranu