Return, Exchange & Refund Policy

At Sona Mart, we are committed to delivering an exceptional, hassle-free luxury shopping experience. Please carefully review our detailed guidelines below regarding returns, exchanges, refunds, and cancellations.

1. Premium Return Policy

Return Window & Initiation: You may gracefully initiate a return within 7 days of receiving your order. To initiate a return, log in to your account, navigate to the “Orders” section, and use the “Raise Return” option.

Eligibility Criteria for Returns: To qualify for a successful return, the following strict conditions must be met:

• All original luxury tags and labels must be completely intact and attached.

• The product must be returned in its original, undamaged packaging.

• The item must be 100% unused, unwashed, and in an undamaged condition.

The Reverse Pickup Process:

• Once your return request is approved, our premium courier partner will pick up the product directly from your doorstep. You will receive an SMS notification with the necessary details on the day of the pickup.

• Packaging Condition: Returns may not be accepted by our logistics partner if the product packaging is visibly torn, damaged, or in an unsuitable condition at the time of pickup.

• • Wrong Item Handover: Please ensure that the correct Sona Mart product is handed over. Sona Mart will not be held responsible for any incorrect items handed over to the courier partner.

  • Failed Pickup Attempts: Our courier partner will make up to three (3) pickup attempts. If the product is not successfully handed over by the third attempt, the reverse pickup request will be permanently marked as failed. For further assistance, please contact our Customer Care team at 9471418942.

  Non-Serviceable Pin Codes (Self-Shipping): If your pin code is not serviceable for reverse pickup by our logistics partners, you will be required to self-ship the product to our warehouse. Courier charges up to INR 100 will be reimbursed to your account once the product is successfully received and verified by our quality team.

  Third-Party Purchases: We exclusively process returns for orders placed directly on the official Sona Mart website. If your purchase was made through another online marketplace or physical retail store, we kindly request you to reach out to them directly for support.

  2. Premium Exchange Policy

  • Exchanges are available for Sona Mart products, subject exclusively to stock availability.

  • Items can be exchanged for the same product or a different size. If the desired size is out of stock, a standard return and refund process will be applicable.

3. Damaged, Defective, or Missing Items

• Mandatory Unboxing Video: If you receive a wrong product, a damaged item, or notice any items missing from your order, you must raise a formal complaint within 24 working hours of delivery. You must share a continuous, uncut unboxing video showing the sealed package being opened. This helps us swiftly verify and resolve your concern. Claims submitted without valid video proof will not be accepted.

• Zero Return Fees for Defects: Returns are completely free of charge if you receive an incorrect item, the wrong size, or a damaged product. We will arrange a priority reverse pickup without any extra cost to you.

4. Comprehensive Refund Policy

Refund Timelines & Quality Check:

• After your return request is approved, the product is typically picked up within 2 business days.

• Once picked up, it takes 24 hours to initiate the refund process. Following initiation, it will take 5 to 7 business days for the amount to reflect in your account, depending on your bank.

• Non-QC Pickups: For returns that occur without a doorstep Quality Check, a slightly longer refund window of 8 to 10 business days applies post-pickup. This ensures our warehouse team can physically verify that the correct and eligible items have been received. You will receive a confirmation email once your returned shipment passes this quality check. (If it fails the check, the item will be shipped back to you without a refund).

Refund Methods & Rules:

• Prepaid Orders: Refunds are strictly processed back to the original mode of payment used at the time of purchase. The payment mode cannot be changed under any circumstances. (Note: SMS alerts are typically sent by banks for refunds above INR 5,000. For lower amounts, please check your bank statement directly).

• Cash on Delivery (COD): For COD orders, refunds are securely processed via NEFT transfer directly to your registered bank account.

• Non-Refundable Charges: Please note that only the core product price is refunded. Any shipping fees, handling charges, or Cash on Delivery (COD) charges paid at the time of purchase are strictly non-refundable.

Lost or Undelivered Orders: If your order is lost in transit or remains undelivered to your designated location, Sona Mart will issue a complete refund of the order amount, including any online shipping charges paid.

5. Order Cancellation Policy

• The 6-Hour Window: To request an order cancellation, please email us directly at support@sonamart.in within 6 hours of placing your order during our official working hours (Monday to Saturday, 10 AM to 6 PM).

• As our premium fulfillment center processes orders rapidly, all cancellation requests are subject to the current dispatch status of the order.

• Once a cancellation is successfully approved, the full amount will be refunded to your original payment method.

Need Immediate VIP Assistance? Sona Mart is Here For You:

• Email: support@sonamart.in

• WhatsApp / Call: 9471418942