Return, Exchange & Refund Policy | Sona Mart

At Sona Mart, your satisfaction and premium shopping experience are our utmost priorities. While we meticulously craft and inspect every piece before dispatch, we understand that exceptional situations may arise. Please review our comprehensive guidelines below for seamless returns, exchanges, and refunds.

1. Return & Exchange Eligibility

• The 7-Day Window: You may gracefully request a return or an exchange within 7 days of receiving your order.

• Eligible Conditions: Exchanges and returns are processed strictly for manufacturing defects (such as faulty stitching or material issues) or size discrepancies, subject to premium stock availability.

• Non-Eligible Conditions: Sona Mart reserves the right to decline returns or exchanges under the following circumstances:

  • Change of Mind: We do not accept returns or exchanges based on a change of preference post-purchase.

  • Used or Damaged Items: Products exhibiting any signs of wear, tear, washing, or perfume cannot be accepted.

  • Missing Components: Items must be returned in their pristine, original condition with all luxury tags, labels, and protective packaging entirely intact.

  • Innerwear & Lingerie: For strict hygiene protocols, innerwear and lingerie items are non-returnable and non-exchangeable.

2. How to Initiate a Request

If you receive a defective or incorrect item, please reach out to our dedicated concierge team within 24 to 48 hours of delivery.

• Email: support@sonamart.in

• Phone / WhatsApp: 9471418942

• Protocol for Defects: Please provide a brief description along with clear photographs or an unboxing video of the defect. Once our quality team inspects and approves the claim, we will guide you through the seamless reverse pickup process.

3. Comprehensive Refund Process

Once your returned item reaches our facility and successfully passes our rigorous quality check, refunds will be initiated based on your original payment method:

For Cash on Delivery (COD) Orders:

• Sona Mart will arrange a secure reverse pickup from your doorstep. (In rare cases where COD or reverse pickup is unavailable for specific pin codes, prepaid options or self-shipping may apply).

• To ensure a swift transaction, we request you to enter your precise bank account details at the time of initiating the return request on the website. Alternatively, you may email your Account Number, Bank Name, and IFSC Code to support@sonamart.in.

• Refunds are securely processed to your bank account within 5 to 7 business days post quality check.

For Fully Prepaid Orders:

• Refunds are initiated directly to your original source of payment within 24 to 48 hours post quality check.

• The amount will reflect in your account within 5 to 7 business days.

For Partially Paid (PPCOD) Orders:

• In the event of a Return to Origin (RTO)—where the delivery fails due to customer non-acceptance or unavailability—there will be no refunds issued on the partially paid advance amount.

Important Note on Deductions: For all return and refund scenarios across COD, Prepaid, and PPCOD, additional logistics charges—including COD handling fees, shipping fees, and order processing charges—are strictly non-refundable.

4. Order Cancellations

Since our shipping process is highly automated for rapid delivery, cancellation policies are strictly enforced:

• Prepaid Orders: If the order is successfully cancelled before dispatch, a full refund will be processed to the original payment source within 5 to 7 business days.

• COD & PPCOD Orders: No refund is required or applicable for these cancellations prior to dispatch.

5. Special Conditions & Promotional Offers

To maintain the exclusivity of our sale events, special rules apply to discounted merchandise:

• Clearance & Combos: Products purchased under COMBO coupon codes, clearance sales, or through third-party platforms offering exclusive discounts are strictly non-returnable and non-exchangeable.

• Exclusive Promo Codes: Items purchased using special promotional codes (e.g., SONA10, SONA20, VIPONLY) or specific exclusive brand collaborations are eligible for a one-time exchange only (for size or manufacturing defects, subject to stock). These items are not eligible for a return/refund.

For any further assistance, please do not hesitate to contact our support desk at support@sonamart.in.