Returns & Refunds Policy

Last Updated: June 25, 2026

Thank you for shopping with Sonia House of Aura.

We strive to ensure that every order reaches you in excellent condition. Please read this Returns & Refunds Policy carefully before placing an order, as it explains the circumstances under which returns, replacements, refunds, or store credit may be provided.

By placing an order through soniahouseofaura.in, you agree to this Returns & Refunds Policy.

1. General Policy

Due to the nature of our products and for hygiene, quality control, and customer safety reasons, all sales are considered final unless the product received is:

• Damaged during transit;

• Defective due to a manufacturing defect; or

• Incorrect item received due to our error.

Returns, refunds, or replacements are not available for any other reason unless expressly approved by us.

2. Non-Returnable Situations

We do not accept returns, refunds, or exchanges if:

• You change your mind after placing the order.

• You ordered the wrong product.

• You no longer want the product.

• You dislike the design, style, size, or appearance.

• The colour appears slightly different due to photography lighting, editing, monitor settings, or mobile screen differences.

• The product does not meet personal expectations despite matching its description.

• The product has been used, worn, washed, altered, or damaged after delivery.

• Care instructions were not followed.

• The request is made after the reporting period specified in this policy.

Minor variations in colour, finish, texture, stones, handmade detailing, packaging, or craftsmanship that do not affect the functionality or intended use of the product shall not be considered defects or Damage.

3. Products Not Eligible for Return

The following items are non-returnable and non-refundable except where required by applicable law:

• Sale or Clearance Items

• Customized or Personalized Products

• Gift Cards or Gift Vouchers

4. Reporting Damaged or Defective Products

If your order arrives damaged or defective, you must notify us within 48 hours of delivery.

Claims submitted after 48 hours may not be accepted.

Please email us using the contact details provided on our website and include:

• Order Number

• Customer Name

• Description of the issue

• Clear photographs showing the damage or defect

• Packaging photographs (if applicable)

• Shipping label photographs (if applicable)

5. Unboxing Video Requirement

To help us investigate claims fairly and prevent fraudulent claims, customers are strongly encouraged to record a continuous, uninterrupted unboxing video beginning before opening the sealed package and continuing until all contents are clearly visible.

The video should clearly show:

• The unopened parcel;

• The shipping label;

• The complete package opening process; and

• All contents received.

This video may be requested to support claims involving damaged, defective, missing, or incorrect items.

Failure to provide an unboxing video does not automatically invalidate a claim; however, it may limit our ability to verify the claim, and we reserve the right to request additional evidence before making a decision.

6. Return Approval Process

If your claim is approved:

• We will provide return instructions.

• The damaged or defective product must be returned to us before a refund or replacement is processed, unless we advise otherwise in writing.

• Return shipments must follow our instructions to remain eligible.

Unauthorized returns may be refused.

7. Condition of Returned Products

Approved returns must:

• Be unused;

• Be unworn;

• Be unwashed;

• Include all original tags;

• Include original packaging;

• Include all accessories received with the order; and

• Include the original invoice or proof of purchase where available.

Products returned in a condition different from how they were delivered may not qualify for a refund or replacement.

8. Inspection of Returned Products

Once the returned product is received, we will inspect it to verify the reported issue.

If the claim is confirmed, we will notify you regarding the approved resolution.

If the returned product is found not to match the reported issue or does not satisfy the eligibility requirements under this Policy, the claim may be rejected.

9. Refunds

If your refund request is approved, you may choose one of the following:

• Full refund to the original payment method;

• Refund via UPI (where mutually agreed); or

• Store Credit Voucher.

Store Credit Vouchers issued under this Policy shall remain valid for lifetime, unless required otherwise by applicable law.

Approved refunds will normally be processed within 7 business days after successful verification of the returned product.

Actual credit timelines may vary depending on your bank or payment provider.

Original shipping charges (if any) are non-refundable, unless otherwise required by applicable law.

10. Replacement

Where appropriate, we may offer a replacement instead of a refund.

Replacement availability depends upon stock availability.

If an identical product is unavailable, we may offer:

• An alternative product of similar value; or

• Store Credit; or

• A Full Refund.

11. Shipping Charges

If the return is approved because:

• The product was damaged;

• The product was defective; or

• We shipped the wrong item,

we will bear the reasonable return shipping cost, provided the return is made according to our instructions.

Returns shipped without prior approval or contrary to our instructions may not be reimbursed.

12. Customer Address Errors and Delivery Issues

Customers are responsible for providing complete and accurate delivery information.

If delivery fails due to:

• Incorrect address;

• Incorrect contact information;

• Customer unavailability;

• Refusal to accept delivery; or

• Any reason attributable to the customer,

any additional shipping or re-delivery charges shall be borne by the customer.

13. Lost Shipments

If a shipment appears to be lost during transit, we will first initiate an investigation with our logistics partner.

We will await the outcome of the courier investigation for up to 7 days.

Once the investigation is complete, we will determine the appropriate resolution, which may include:

• Replacement of the product; or

• Full refund.

14. Anti-Tarnish and AD Jewellery Care

Our Anti-Tarnish and AD Jewellery are designed for durability but are not indestructible.

Damage resulting from improper use or care is not considered a manufacturing defect.

This includes, but is not limited to:

• Exposure to perfumes;

• Lotions;

• Makeup;

• Hair spray;

• Sanitizers;

• Cleaning chemicals;

• Chlorine or swimming pools;

• Bathing or showering;

• Excessive moisture;

• Sweat beyond normal use;

• Improper storage;

• Accidental damage;

• Scratches due to misuse; or

• Normal wear and tear.

Such circumstances are not eligible for return, refund, or replacement under this Policy.

15. Fraud Prevention

To protect both our customers and our business, we reserve the right to reject claims where:

• False or misleading information has been provided;

• Evidence has been altered or manipulated;

• Returned products differ from those originally shipped;

• Products show signs of use inconsistent with the reported issue;

• Original tags or packaging have been removed without reasonable explanation;

• Serial identifiers, labels, or security markings have been tampered with;

• We reasonably suspect abuse of our return process or fraudulent activity.

Any decision under this section will be made in good faith based on the available evidence.

16. Order Cancellation by Sonia House of Aura

We reserve the right to cancel an order before dispatch for legitimate business reasons, including but not limited to:

• Product becoming unavailable or out of stock;

• Pricing or listing errors;

• Suspected fraudulent transactions;

• Payment verification issues;

• Incorrect or incomplete customer information;

• Delivery location being non-serviceable; or

• Circumstances beyond our reasonable control, including natural disasters, government restrictions, courier disruptions, or other force majeure events.

If we cancel an order before dispatch, you will receive a full refund of the amount paid.

17. Customer Cancellations

Orders cannot be cancelled by customers once successfully placed through the Website.

Please review your order carefully before completing payment.

18. Limitation of This Policy

Nothing in this Policy limits any rights available to consumers under applicable law.

Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of that conflict.

19. Contact Us

For all return and refund requests, please contact us using the email address and WhatsApp number published on our Website.

Sonia House of Aura
Kolkata, West Bengal, India
Email: soniahouseofaura@gmail.com

WhatsApp - +91 916 375 9217

Please include your Order Number and relevant details when contacting us so we can assist you promptly.