Comprehensive Return & Exchange Policy

At Sona Mart, we are dedicated to ensuring your luxury shopping experience is seamless, joyful, and deeply satisfying. While we take meticulous care to deliver premium, high-quality products, we understand that fit or fabric preferences may occasionally differ. To accommodate this, we offer a streamlined return and exchange process strictly within 7 days of receiving your order.

International Orders: Please note that we currently do not offer returns or exchanges on international orders. We kindly request our global customers to review their orders carefully prior to completing the purchase.

1. Premium Exchange & Return Guidelines

To maintain our high standards of quality and exclusivity, please ensure the following conditions are met:

• Pristine Condition: All items must be 100% unused, unwashed, and returned in their original packaging with all luxury tags intact.

• One-Time Privilege: Only one exchange or return request is permitted per order. Multiple requests for the same order will not be entertained.

• Refund Method: All approved returns and exchanges are exclusively issued in the form of Sona Mart Store Credit (Gift Card), which remains valid for exactly 13 months from the date of issue. Original shipping charges are strictly non-refundable.

• Store Credit Purchases: Items purchased using existing Store Credit are considered final sale and cannot be exchanged or returned again.

• Hygiene Standards: Exchanges and returns are accepted on all products except intimate wear (such as swimwear and lingerie) to maintain strict hygiene protocols.

• Quality Check (QC): Returned products that do not meet our rigorous QC standards upon arrival at our facility will be shipped back to the customer without a refund.

2. How to Initiate a Request

We have designed a hassle-free, self-serve portal for your convenience:

1. Access the Portal: Navigate to the Return/Exchange Portal on the Sona Mart website.

2. Authenticate: Enter your exact Order Number and your registered email address or contact number.

3. Provide Details: Select the specific item you wish to return/exchange and provide a valid reason. Note: Uploading clear images is mandatory if you are claiming a defective or incorrect product.

4. Select Refund: Choose ‘Store Credit’ as your refund option.

5. Submit: Submit your request for our team to process.

3. Timelines & Reverse Logistics

• Review Period: Your return/exchange request will be carefully reviewed by our team within 24 to 48 hours.

• Pickup Schedule: Once approved, our premium courier partner will arrange a reverse pickup from your doorstep within 1 to 3 working days.

• Store Credit Issuance: Your Store Credit will be issued to your registered account within 2 to 3 working days after the successful pickup of the item.

• Reverse Pickup Fee: A nominal reverse logistics charge of INR 100 per order applies. This amount will be automatically deducted from your final Store Credit value.

Handover Protocol: Please hand over only the specific item for which the pickup was arranged. We highly recommend taking a continuous photo or video while handing over the parcel to the courier executive to serve as verifiable proof in case of any transit disputes.

4. Important Disclaimers & Support

• Delivery Status Disputes: If your tracking status shows “Delivered” but you have not physically received the package, you must notify us within exactly 3 days (72 hours). Courier companies do not accept or investigate complaints raised beyond this strictly defined period.

• Rejected QC: If your return request is rejected during our Quality Check phase, you may reach out to our support team for further clarification.

• Color Disclaimer: Please note that actual product colors may slightly vary due to professional studio lighting used during shoots or your individual device monitor settings.

VIP Customer Care Concierge

For any dedicated assistance, our VIP support team is exclusively available via WhatsApp.

• WhatsApp Support Only: +91 9471418942

• Response Time: All queries will be addressed within 24 hours.

• (Please note: To ensure all requests are documented and handled efficiently, Sona Mart does not operate a customer care phone line.)