Return Policy

What is the SUTRA Returns policy?

All items sold on SUTRA Malaysia are covered under the Buyer protection

 100% Buyer protection (BP)
Coverage of return policy7 calendars day
Change of mindNot Available
Money back guaranteedYes
SUTRA verified-service of sellerYes

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

Requirements for a valid return:

  • Proof of purchase (order number, tax invoice, etc)
  • Bank details in Return Form if original payment is made via eGHL or Cash-on-Delivery
  • Include printed Return Form and SUTRA Tax Invoice in each return package box
  • Reason for return has to be valid and return acceptance conditions met (check out below)
  • Should there be any item damage due to our transportation, please contact our customer service within 24 hours for claim purposes.


For which reasons can I return an item?
You may want to return your item due to any of the following reasons:

Reasons for return New ConditionSealed ConditionComplete
(free gifts, accessories,
original packaging)
Not damagedTags & labels attached
Delivery - Wrong Product
Product sealed should not be broken EXCEPT
for item type that cannot be differentiated visually
based on information provided on the box / packaging only
Quality Damaged ProductXXX
Quality - DefectiveXX
Quality - Product Condition
Website - Incorrect Content

NOTE: In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed.

Can I return an item after the return policy coverage days?
Your item cannot be returned after 7 calendar days for items under 100% Buyer Protection
After this period, if the item is covered by a manufacturer’s warranty, please contact the manufacturer directly for assistance and return.

How long is the quality evaluation process?
Replacement process only begins after we have completed evaluating your returned item.
This quality evaluation process may take up to 2 – 3 business days.

Where to return?
Kindly have your returns shipped to:

No. ST 519, Jalan Tunas Baru, Seksyen ¼,
Kawasan Perindustrian Masjid Tanah,
78300 Melaka

Tel: +606-3842800, Fax: +6063842900

How soon will I receive my refund?
Refund can be processed in case of return or cancellation. For your convenience, we offer different refund options for you to choose from, basing on your payment method at the time of purchase.

We will update you via email and SMS once your refund has been initiated. You will be able to see the credited amount on your statement as per the lead time listed in the table below for each of the refund channels.

If the refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support.

Payment Method
(at the time of purchase)
Refund MethodSUTRA processing time
(after return has been evaluated
/ cancellation has been done)
Bank processing Time
(after refund has been processed
Credit card/Debit cardCredit card 1 - 3 working days 5 - 15 working days
(depending on your bank)
PaypalPaypal 1 - 3 working days None
Cash on Delivery (COD)Bank transfer/Store credit 1 - 3 working days 1 - 3 working days
Bank transferStore credit 1 - 3 working daysNone
Bank transfereGHL reversal refund 1 - 3 working days5 – 14 working days
(depending on your bank)

Note: Any postage fee incurred during the returns, please send us your postage fee with receipt for us to refund to you. Processing time will be the same as bank transfer method.