Refund policy

RETURNS, REFUNDS, CANCELLATIONS & WARRANTY POLICY

This document outlines the policies governing returns, refunds, cancellations, and product warranties for all purchases made through www.sonaura.in (the “Website”).

The Website and the SONAURA brand are operated by NATRAJ RETAIL, a GST registered firm under based in Maharashtra, India (hereinafter referred to as “We”, “Us”, or “Our”).

By placing an order on the Website, you (“Customer”, “You”, or “Your”) agree to be bound by this policy. Please read it carefully before making a purchase.

1. GENERAL RETURN POLICY

At SONAURA, we strive to ensure customer satisfaction. However, due to the nature of our products and hygiene considerations, the following conditions apply:

1.1 No Returns for Opened or Used Products
We accepts returns only for defective, damaged, incorrect, or incomplete orders.Products that have been opened, used, altered, or are not in their original sealed and saleable condition are not eligible for return or exchange once delivered. This policy is strictly enforced due to hygiene and quality standards.

1.2 Eligibility for Return
A product is eligible for return only if:
• It is received in a damaged or broken condition, or
• An incorrect/wrong product is delivered, or
• Items/components are missing as per the product description

Additionally:
• The product must be unused, unwashed, and in original condition
• All original packaging, tags, labels, and complimentary items must be intact

1.3 Reporting Timeline
• Any issue related to damage, incorrect delivery, or missing items must be reported within 24 (twenty-four) hours of delivery.
• Claims reported after this period may not be accepted.

1.4 Mandatory Unboxing Video
To verify claims related to damage, missing items, or incorrect products, a clear, continuous, and unedited unboxing video is required, recorded from the moment the sealed package is received until the issue is visible.

• The original packaging and shipping label must be clearly visible
• Still images or edited/partial videos will not be accepted
• The unboxing video is the primary mode of verification wherever reasonably possible

1.5 Exclusions from Return
Returns will not be accepted for:
• Damage due to misuse, negligence, improper handling, accidents, or normal wear and tear
• Products purchased during sales, promotions, clearance events, or marked as gifting products, unless received damaged or incorrect with valid proof

1. RETURN INITIATION PROCESS

2.1 Contact Customer Support
• Email: support@sonaura.in
• Email Subject: RETURN REQUEST – [Order Number]

2.2 Required Information
• Order Number
• Mandatory unboxing video
• Clear images of the product and packaging

2.3 Verification
All requests are subject to verification. Approval or rejection is at our discretion, subject to applicable law.

2.4 Reverse Pickup / Self-Shipment
• Reverse pickup will be arranged where serviceable
• If reverse pickup is unavailable, the customer must self-ship the product within 24 hours of approval
• Courier charges for self-shipment are borne by the customer

1. REFUND POLICY

Refunds are processed only for approved returns.

3.1 Risk Transfer
All risks related to the product pass to the customer upon successful delivery.

3.2 Refund Amount
• Refunds are issued for product value only
• Shipping and delivery charges are non-refundable
• Self-shipment courier charges are non-reimbursable

3.3 Refund Timeline
• Refunds are initiated within 7–10 working days after acceptance
• Amount is credited to the original payment method
• Bank processing times may vary

3.4 Orders Marked as Delivered but Not Received
• Must be reported within 24 hours of delivery status update
• Claims beyond this period may not be accepted
• Investigation outcomes will be communicated after verification

1. CANCELLATION POLICY

4.1 Order Cancellation
• Orders can be cancelled only before dispatch
• Shipped orders cannot be cancelled

4.2 Cancellation Charges
• A 4% payment gateway charge will be deducted from refunds to cover actual processing costs
• Refunds are processed within 15 working days

4.3 Refused or Undelivered Orders
If an order is refused or returned due to incorrect/incomplete address:
• A deduction of ₹399 will apply toward actual shipping and handling costs
• Remaining amount will be refunded as per policy

1. WARRANTY – JEWELLERY SPECIFIC EXCLUSIONS

Warranty does NOT cover the following:

1. Chemical Exposure
   Damage caused due to contact with chemicals, including but not limited to:
   • Perfumes, deodorants, hairspray
   • Lotions, creams, sunscreen
   • Soap, shampoo, detergents, bleach
   • Household or industrial cleaning chemicals
2. Water & Moisture Exposure
   • Wearing jewellery while bathing, swimming, washing hands, washing dishes
   • Exposure to chlorinated water, salt water, hard water
   • Damage caused by humidity, sweat, or prolonged moisture exposure
3. Loss of Shine, Tarnishing & Discoloration
   • Natural tarnishing, oxidation, fading, or loss of polish due to time, wear, environment, sweat, or body oils
   • Discoloration caused by individual skin chemistry
4. Improper, Rough, or Negligent Use
   • Pulling, bending, twisting, dropping, or applying excessive force
   • Wearing jewellery during sleep, exercise, gym activities, sports, cooking, cleaning, or manual labor
5. Improper Storage
   • Scratches, tangling, breakage, or damage due to improper storage
   • Storing jewellery without protective packaging or in humid environments
6. Daily or Heavy Use of Delicate Jewellery
   • Damage caused by daily or heavy use of delicate, lightweight, fashion, or imitation jewellery
7. Stone-Related Issues Due to Wear
   • Loose, cracked, chipped, or missing stones caused by impact, pressure, snagging, or regular wear
8. Incorrect Cleaning or Maintenance
   • Damage caused by toothpaste, harsh chemicals, ultrasonic cleaners, abrasive cloths, or brushes
9. Normal Wear and Tear
   • Scratches, dents, fading, or surface wear occurring naturally over time
10. Unauthorized Repairs or Alterations
    • Any third-party repair, resizing, polishing, or modification voids the warranty
11. HOW TO CLAIM WARRANTY

• Email: support@sonaura.in
• Original invoice is mandatory

1. CONTACT US

For assistance regarding orders, returns, refunds, cancellations, or warranty claims:

• Email: support@sonaura.in
• Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

1. DISCLAIMER

This policy is subject to change without prior notice. The latest version will always be available on the Website. Continued use of the Website constitutes acceptance of the revised policy.

1. GOVERNING LAW & JURISDICTION

This Shipping Policy shall be governed by the laws of India.

All disputes shall be subject to the exclusive jurisdiction of courts in Shrirampur, Maharashtra, India.