At Sona Mart, we strive to ensure that every product you receive meets our premium standards of quality. If, in the unlikely event, you are not satisfied with your purchase, we have structured our policy to provide you with a seamless and transparent resolution.
1. Order Cancellation Policy
Pre-Dispatch Window: You may initiate a cancellation request for your order at any time until it has been officially dispatched from our warehouse.
How to Cancel:
Log in to your Sona Mart account and navigate to the “My Orders” section to initiate the request.
For guest checkouts, please create an account using the same email ID and phone number used at the time of purchase to access your order details.
Refunds: For prepaid orders, the refund will be initiated to your original source account within 7 working days of the cancellation request.
2. Return & Exchange Guidelines
To ensure a successful return or exchange, the product must be in its original, saleable condition. Please ensure the following conditions are met:
Condition: The product must be unused, unaltered, and in its original, pristine condition.
Tags & Packaging: All original tags must be intact, and the item must be returned in its original packaging.
Documentation: You must provide the original bill copy at the time of handing the product over to our shipping partner.
Return/Exchange Window:
You may initiate a return or exchange request directly through our website or by emailing our concierge team at support@sonamart.in within 30 days of delivery.
3. Refund & Processing Timelines
Once your return request is processed and the product is picked up by our shipping partner, the refund timeline is as follows:
Prepaid Orders: The refund will be initiated to your original source account within 7 working days after the product has been picked up.
Cash on Delivery (COD) Orders: After the product is picked up, please share your registered bank account details with our support team. The refund will be initiated via bank transfer within 7 working days.
4. Important Terms & Disclaimers
End of Season Sales (EOSS): Please note that no returns or exchanges are permitted for products purchased during End of Season Sales or promotional discount periods.
Manufacturing Defects: In the rare event of a manufacturing defect in items purchased during an offer or discount period, these products may be returned via our website within 30 days of delivery.
Third-Party Purchases: We exclusively entertain return requests for orders placed directly on the official Sona Mart website. For purchases made through third-party marketplaces or other retail platforms, please reach out to them directly.
Damaged Packaging: Please do not accept delivery of any package if the outer packaging appears damaged or tampered with. In such cases, please notify our support team immediately at support@sonamart.in for a swift replacement.
Jurisdiction: In case of any dispute, the matter shall be subject to the exclusive jurisdiction of the local courts.
VIP Customer Concierge
For any questions regarding your order, return status, or exchange requests, our dedicated support team is here to assist you:
