Return, Exchange & Refund Policy

At Sona Mart, we curate our collections with the utmost precision to ensure a premium shopping experience. However, if a piece does not perfectly align with your expectations, our streamlined return and exchange policy is designed to assist you while maintaining our high standards of exclusivity.

1. The 48-Hour Privilege (Return & Exchange Window)

• Timeframe: We gracefully offer a hassle-free return and exchange window within 2 days (48 hours) from the exact date of delivery.

• One-Time Privilege: For each specific order, customers may choose to request either a return or an exchange only once. Multiple requests for the same order will not be entertained.

2. Premium Eligibility & Strict Guidelines

To ensure your request is successfully processed, the following conditions must be strictly met:

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

• Strict Hygiene Protocol: To maintain our uncompromising hygiene standards, we do not accept returns or exchanges on Bodysuits. Sona Mart reserves the right to modify the categories under this hygiene policy at its sole discretion.

• Exclusive Sales & Offers: Items purchased during promotional events such as Clearance Sales, Buy One Get One (BOGO), or Buy Two Get One (B2G1) are strictly non-returnable and non-exchangeable.

• “Exchange Only” Items: Products marked explicitly as “Only Exchange Allowed” are not eligible for returns. If you choose to exchange such an item for a product of a lower value, the price difference will be graciously refunded as Sona Mart Store Credit (applicable to both Prepaid and COD orders).

3. Claims for Defective, Missing, or Incorrect Items

• Mandatory Unboxing Video: In the rare event that you receive a different, damaged, or missing item, a continuous unboxing video is strictly mandatory. Such claims must be raised to our VIP Support Team within 24 hours of delivery. Claims submitted beyond this window cannot be entertained.

• Delivery Status Disputes: If you receive a delivery confirmation SMS or Email, but the package has not been received, you must report this discrepancy to us within 24 hours.

4. Reverse Logistics & Self-Shipping Protocol

• Standard Reverse Pickup: Once approved, Sona Mart will arrange a reverse pickup. A nominal reverse shipment fee of INR 100 per order will be applicable and deducted from your final refund.

• Pickup Attempts: Our logistics partner will attempt the pickup a maximum of two times. If both attempts fail, you will be required to self-ship the product and share the tracking details within 2 to 3 days.

• Self-Shipping (Non-Serviceable Areas): If your pin code is unserviceable for reverse pickup, you must courier the securely packed product to the Sona Mart Head Office. Please ensure your Order ID and Registered Mobile Number are clearly mentioned on the parcel.

• Reimbursement: For eligible self-shipped returns, we will reimburse courier charges up to a maximum of INR 100 strictly in the form of Store Credit. We highly recommend using India Post (Speed Post) for reliable, widely distributed tracking that remains within this cost limit.

5. Comprehensive Refund Structure

Upon receiving the returned masterpiece at our facility, it will undergo a rigorous quality inspection. Once approved, the refund process will be initiated within 3 working days.

• Refund Calculations: The final refunded amount will equal the product value, minus any applied discounts, and minus the INR 100 reverse logistics fee. Original shipping charges and COD handling fees are strictly non-refundable.

• For Prepaid Orders: Monetary refunds transferred back to your original source bank account are only applicable if the total order amount exceeds INR 2499. If the prepaid order value is below INR 2499, the refund will be exclusively issued as Sona Mart Store Credit or a Gift Card. Approved bank transfers require 5 to 7 business days to reflect in your account.

• For Cash on Delivery (COD) Orders: Payments made via the COD option are not eligible for bank transfers. All COD returns will be exclusively refunded in the form of Sona Mart Store Credit, Coupon Codes, or Gift Cards, which remain valid for 1 full year from the date of issue.

• Out of Stock Exchanges: If you request an exchange but the desired item is out of stock, we will issue Store Credit or a Gift Card for the unavailable item.

6. Order Cancellations

Cancellations are only possible if the request is placed before the order has been successfully dispatched from our fulfillment warehouse. Once dispatched, the standard return policy will apply.

7. VIP Customer Concierge

For any inquiries or dedicated support, please reach out to our concierge team via our dedicated WhatsApp Support Portal.

• Operating Hours: Monday to Sunday, 10:00 AM to 7:00 PM.

• Resolution: You will be required to provide specific details and visual evidence for the issues faced. All pending queries are resolved on high priority the following business day.

Need Immediate Assistance? Sona Mart is Here For You:

• Email: support@sonamart.in

• WhatsApp / Call: 9471418942