At Sona Mart, we are committed to providing a seamless and worry-free shopping experience. We take great care in delivering quality intimate wear. Here is our policy should you need to make a return or exchange.
1. Our Hygiene Policy (Non-Returnable Items)
Due to the intimate nature of our products and essential hygiene standards, the following items are non-returnable and non-exchangeable:
Panties, Bikinis, or Briefs
Shapewear (that includes a panty)
Lingerie Sets that include panties
Swimwear
Bra Accessories (e.g., silicone pads)
Opened boxes of multi-piece sets
We kindly ask for your understanding and request that you check product descriptions carefully before purchasing.
2. The 7-Day Return & Exchange Window
For all other eligible products (such as bras, robes, etc.), you may request a return or exchange within 7 days of receiving your order. Requests submitted after this period will not be accepted.
3. Conditions for an Eligible Return
To be eligible for a return, all items must be in their original, pristine condition:
✅ Unused, unworn, and unwashed.
✅ All original tags, hygiene stickers, and seals must be intact and attached.
✅ Must be in the original, undamaged packaging.
✅ Any free gifts or promotional items must be returned with the order.
Please Note: Items that do not pass our quality checks will not be eligible for a refund or exchange and will be sent back to the customer.
4. How to Initiate a Return or Exchange
Contact Us: To begin, please contact our customer care team via:
📧 Email:support@sonamart.in
📞 WhatsApp/Call:+91 9471418942
Pack Your Item: Securely pack the item, enclosing the original invoice and any free gifts. We recommend using a bubble sheet to protect the product box.
Approve Shipping: Our team will guide you through the process. We will either arrange a reverse pickup (if available) or ask you to self-ship the item.
5. Important: Return Shipping Charges
Please be aware that the customer must agree to bear all shipping charges associated with the return or exchange. This applies to both reverse pickups (where we arrange it) and self-shipping.
We will only initiate the return/exchange process after you have approved this charge.
Once we receive and inspect your returned product, we will:
For Exchanges: Dispatch your new item.
For Refunds: Process the refund to your original payment method or issue store credit (as per your preference) within 5–7 business days after approval.
7. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery. To resolve this quickly, please provide:
Photo or video proof (an unboxing video is highly recommended).
Clear photos of the shipping label and outer box.
8. Order Cancellations
Orders can only be canceled before they are dispatched from our warehouse. Once an order has been shipped, it cannot be canceled or modified.
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