Return & Refund Policy

1. Return Eligibility (24-Hour Window)

Standard return requests must be raised within 1 day (24 hours) from the date and time of confirmed delivery. To be eligible for return consideration:

• The product must be completely unused, unmounted, and in its original pristine condition.
• The product must be housed in its original manufacturer packaging, complete with all interior foam inserts, manuals, and accessories (e.g. waste coupling).
• The product must not have undergone any modification, drilling, plumbing attachment, or countertop trial fitting.

2. Replacement Eligibility (7-Day Window)

Product replacement requests for verified manufacturing defects or transit damages must be submitted within 7 days of delivery. SUSU reserves the right to evaluate the product condition before approving a replacement.

3. Damaged or Defective Product Upon Delivery

If your quartz sink arrives damaged or displays a manufacturing anomaly:

• Report the issue within 24 hours of delivery to SUSU Customer Support.
• Provide your valid Order ID and invoice copy.
• Submit clear, high-resolution photographs of the defect/damage.
• Submit photographs of the outer packaging and shipping label.
• Provide an unboxing video where available to expedite rapid verification.

4. Wrong Product Delivered

In the unlikely event that an incorrect size, finish, or color variation is delivered compared to your confirmed order, notify our support team within 24 hours with photos of the product and the outer carton SKU label. SUSU will arrange for the correct product to be dispatched upon verification.

5. Non-Returnable Situations (Strictly Ineligible)

• Products that have been installed, mounted, glued, or plumbed are strictly non-returnable.
• Items returned without original packaging, damaged cartons, or missing accessories.
• Damage caused by customer mishandling, drop impact, improper site storage, or third-party installation attempts.
• Normal, natural material variations in quartz composite grain or minor shade nuances.
• Requests submitted beyond the stipulated 24-hour return or 7-day replacement window.

6. Return Shipping & Logistics Costs

Unless the return is due to an approved manufacturing defect, transit damage verified within 24 hours, or an incorrect item dispatched by SUSU, the customer is responsible for bearing the actual return shipping and transport charges. Returned items must be packaged securely to prevent damage in transit.

7. Physical Inspection & Assessment

All returned items undergo physical inspection at our facility to verify condition, serial/SKU match, and defect validity before a refund or replacement is authorized. Items showing signs of use, unauthorized tampering, or site damage will be rejected.

8. Refund Process

Once your return has been inspected and approved, eligible refunds will be initiated directly to the original method of payment (bank account, credit/debit card, or UPI) used during the transaction.

9. Refund Timeline

Eligible refunds are processed by SUSU within 7 working days following successful return inspection. Please note that actual credit reflects in your bank account depending on payment gateway settlement and banking clearing cycles (typically 3 to 7 additional business days).

10. Marketplace Purchases

Products purchased via third-party e-commerce channels (such as Amazon or Flipkart) must be processed through the respective marketplace's return and refund interface. SUSU directly handles warranty inquiries and technical support for all genuine SUSU products.

11. How to Initiate a Return or Claim

To initiate a return or replacement, contact our customer care desk with your Order ID, proof of purchase, and photographic evidence:

Need Return or Refund Support?

Email: info@sususanitaryware.com | Phone: +91 9824573446