At Sona Mart, we believe that fashion is an expression of emotion. We are dedicated to providing premium quality products priced at an honest value, backed by an uncompromising commitment to customer service. Your satisfaction is our focal point, and we strive to build a long-lasting relationship with you by ensuring every interaction with us is seamless and delightful.
While we hope you fall in love with everything you order, we understand that sometimes things don’t work out. For such unforeseen situations, please review our comprehensive policies below.
Returns & Refunds Policy
We offer a generous 3-Day No-Questions-Asked Return Policy to ensure you shop with absolute confidence.
How to Initiate a Return:
To request a return, you must email us at support@sonamart.in within 3 days (72 hours) of receiving your delivery. Return requests are strictly processed via email to maintain a documented, premium service experience.
Important Exception: Kindly note that returns, refunds, or exchanges are not acceptable for customized sizes, custom-tailored orders, or standard ready-to-wear stitched products.
Shipping & Refund Process:
The customer is responsible for shipping the returned product back to our Sona Mart Fulfillment Center. As a gesture of goodwill, Sona Mart will reimburse up to ₹120/- in the form of Store Credit to help cover your reverse shipping costs.
Store Credit Refunds: All approved refunds are exclusively processed in the form of Sona Mart Store Credit. This credit is valid for 1 year from the date of issuance and can be used seamlessly for any future purchases on our website.
Please note that original shipping charges are non-refundable. Your store credit will be issued for the product value only.
Allow 2-3 business days post-receipt of the item at our warehouse for the quality check and credit processing.
Additional Return Conditions:
Orders placed using existing Store Credit (partially or fully) are not eligible for further returns, exchanges, or additional promotional discounts.
Damaged/Wrong Item Claims: For claims regarding a defective, damaged, or incorrect product, a continuous, uncut Unboxing Video is mandatory. The video must show all sides of the sealed package and the shipping label clearly before opening.
Prepaid Order Rejections: If a customer refuses to accept a prepaid order at the time of delivery, they will not be eligible for a refund. If you wish to have the order resent, applicable shipping charges must be borne by you.
International Orders: Currently, we do not accept returns or offer refunds on any orders shipped outside of India.
Cancellation Policy
24-Hour Window: You may gracefully cancel your order within 24 hours of placement, provided the order has not yet been dispatched. Once an order moves to “Shipped” status, it cannot be canceled.
Prepaid Cancellations: For canceled prepaid orders, a nominal 5% deduction will be applied to cover payment gateway processing charges.
Refund Timeline: Approved pre-dispatch cancellations will be refunded to the original payment source within 3 business days.
To cancel, please email us at support@sonamart.in or call/WhatsApp us at 9471418942.
Exchange Policy
If you love the quality but need a different size, color, or pattern, our 3-Day Exchange Policy is designed for your ultimate convenience.
How Exchanges Work:
You may exchange your item for any product available at Sona Mart of equal or different value.
Upgrades: If the new item is of a higher value, the price difference must be paid securely online (COD is not available for exchange differences).
Downgrades: If the new item is of a lower value, the remaining balance will be instantly credited to your Sona Mart account as Store Credit.
Initiating the Exchange: Email us at support@sonamart.in within 3 days of delivery. We may request a real-time image of the received product to ensure it meets our quality standards before approving the exchange.
Similar to returns, customers must ship the item back to us, and we will reimburse up to ₹120/- as Store Credit for the shipping cost.
Exchanges are not available for customized, ready-to-wear stitched, or international orders.
Color, Description & Embellishment Disclaimer
The Sona Mart Standard of Handcrafted Beauty The descriptions, weights, and specifications on our website are crafted to be as accurate as possible. However, premium fashion often involves intricate handwork and distinct fabrics.
Color Variations: Due to professional studio lighting, photography settings, and individual monitor/screen calibrations, the actual color of the outfit may vary slightly from the images displayed.
Embellishments: Traditional handcrafted details such as sequins, beads, and Dori work require delicate handling. Minor variations or the occasional displacement of an embellishment is a natural characteristic of handcrafted luxury, not a defect.
By placing an order with Sona Mart, you acknowledge and embrace these minor, beautiful variations that make your piece truly unique.
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