At Sona Mart, delivering an impeccable shopping experience and premium quality is our highest priority. We take immense pride in the craftsmanship of our curated collections. To maintain uncompromising standards of hygiene and exclusivity, our returns and exchanges are processed meticulously under the refined guidelines outlined below.
Premium Return Policy (For Incorrect or Damaged Items)
To preserve the integrity of our products, standard returns are exceptionally rare and are graciously accepted only under the following specific circumstances:
You have received an incorrect product (different size, color, or style than ordered).
The product arrived defective or damaged in transit.
Mandatory Return Requirements: To initiate a seamless return process, the following criteria must be strictly met:
The 48-Hour Window: You must report the issue to our concierge team within 48 hours of receiving your delivery.
Unboxing Video Proof: A continuous, uncut video recorded while unboxing the package is mandatory. The video must clearly display the original shipping label and the specific defect or incorrect item. Returns without this valid video evidence cannot be authorized.
Pristine Condition: The garment must remain 100% unused, unwashed, and in its original pristine condition with all luxury tags and packaging flawlessly intact.
Important Exclusions (Non-Returnable): Please note that we do not accept returns or issue monetary refunds for:
Size or fitting issues.
Change of mind or design preferences after delivery.
(Note: We gladly offer a seamless Exchange process for the above scenarios).
All return requests are subject to rigorous verification by our quality assurance team. Once approved, specialized return instructions will be shared with you.
Seamless Exchange Policy (For Size & Preferences)
We understand that achieving the perfect fit is essential. We proudly offer a flexible exchange option to ensure your utmost satisfaction.
Exchange Eligibility:
The 7-Day Window: Exchange requests must be initiated within 7 days of delivery.
Exchanges are gracefully permitted only once per order.
The item must be absolutely unused, unwashed, and returned in its original packaging with all tags attached.
Valid Exchange Conditions: You may request an exchange for:
Size adjustments.
Color or design preferences (subject to exclusive stock availability).
Out of Stock Scenarios: In the rare event that your requested exchange piece is out of stock, you may gracefully opt to:
Select an alternative Sona Mart masterpiece of equal value.
Receive the amount as Sona Mart Store Credit for a future luxury purchase.
The Exchange Process
Initiate Request: Contact us within 7 days of delivery, providing your Order ID and clear, well-lit photographs or a video of the product.
Shipping: Once the exchange is approved, the customer may be required to ship the premium product back to our facility (applicable reverse shipping charges may be borne by the customer).
Dispatch: Your beautifully packaged replacement piece will be dispatched immediately following a successful quality verification of the returned item.
(Please Note: Any product exhibiting signs of wear, perfume, damage, or missing tags will be immediately disqualified from the exchange program. Delivery timelines for exchanged pieces may vary based on availability.)
Need Immediate VIP Assistance? Sona Mart is Here For You:
To request a return or exchange, please reach out to our dedicated support team with your Order ID and required media proof:
