Comprehensive Return & Exchange Policy

At Sona Mart, we strive to deliver an impeccable and premium shopping experience. We understand that sometimes a product may not perfectly align with your expectations. Our refined Return & Exchange policy ensures a seamless process for our valued customers.

1. The 15-Day Return & Exchange Window

You may gracefully request a return or exchange within 15 days of your order’s delivery. After 15 days, the option to place a request will automatically be disabled in your account.

How to Initiate a Request:

• Registered VIP Members: Navigate to the Order History section in My Account and click on the ‘Return/Exchange’ link next to your order. Select your reason, choose your preferred refund mode, and confirm.

• Guest Users: Visit our Track Order page, enter your order details, and follow the same steps to securely place your return or exchange request.

2. Premium Exchange Policy

We want your Sona Mart pieces to fit perfectly.

• You can seamlessly exchange an item for a different size or opt for another product available under the same offer.

• One-Time Privilege: An exchange request can only be placed once per order. If you wish to return the newly exchanged product, a standard refund will be processed instead.

• Upon approval, simply select your desired shipping address for the replacement dispatch. You will receive an SMS and email notification once your new luxurious pieces are dispatched.

3. Sona Mart Beauty & Makeup (Exclusive Guidelines)

For our exclusive Sona Mart Beauty collections and makeup products, we maintain uncompromising hygiene and safety standards.

• Accepted Returns: Beauty products are strictly eligible for return or replacement only if you receive a wrong item, an expired product, or if the product/packaging arrives physically damaged or tampered with.

• Non-Returnable Conditions: We cannot accept return or replacement requests for beauty products if they have been opened, used, altered, or if the original premium packaging (mono cartons, luxury labels) is missing.

4. Hygiene, Gifts & Non-Returnable Items

• Innerwear: To maintain strict hygiene protocols, we do not accept returns or exchanges for panties, briefs, or opened multi-piece sets that include innerwear. Individual items sold as part of a multipack cannot be returned separately.

• Complementary Gifts: Any Sona Mart collectible items or free promotional gifts (e.g., camisoles, cosmetics, extra straps) received with your order must be enclosed with your return. If you choose to keep the gift items, a nominal charge (as mentioned on your invoice) will be deducted from your refunded amount. Gift items alone cannot be exchanged.

• Sale Events: Certain exclusive sale events may have separate terms not covered under this standard policy.

5. The Quality Verification Process

Once your return request is placed, our logistics partner will arrange a reverse pickup. A quality check will be performed to ensure:

1. The luxury product tags are completely intact.

2. The item is 100% unused, unwashed, and unsoiled.

3. It is securely packed in its original Sona Mart packaging. (Please use a bubble sheet wrap to protect the box and enclose your original invoice).

(Note: We reserve the right to refuse returns showing visible signs of wear, damage, or missing components. If the product fails the quality check, the request will not be processed).

6. Refund & GST Mechanics

• Sona Mart Wallet: You may choose to receive your refund instantly in your Sona Mart Wallet once the items reach our warehouse. If you checked out as a guest, simply create an account using the same email/mobile number to access your Wallet credit immediately.

• Original Payment Mode: For prepaid orders (Debit/Credit Cards, Netbanking, Online Wallets), you can opt for a refund to your original source. This will be initiated once our courier partner picks up the item and takes 3-7 business days to reflect. (Not applicable for COD).

• GST & Shipping: If an order is returned, the applicable GST amount will be fully refunded. However, shipping charges remain non-refundable. If you cancel an order before it is shipped, both the GST and shipping charges will be refunded.

7. Tracking & Courier Limitations

• You will receive real-time email and SMS updates once your return is picked up, received at our warehouse, and when the refund is processed.

• If our reverse pickup courier service is unserviceable in your location, please contact our VIP support team for alternative solutions.

• To safeguard our premium operations, Sona Mart reserves the right to disable reverse pickup services in specific pin codes identified with fraudulent activity.

Need Immediate Assistance? Sona Mart is Here For You:

• Email: care@sonamart.in

• WhatsApp / Call: 9471418942