At Sonitual, we want you to be happy with your jewellery. Because our jewellery is handled and packaged with care, we have a limited 3-day return and exchange window for eligible products.

Please read this policy carefully before placing an order.

1. Return & Exchange Window

You may request a return or exchange within 3 calendar days of receiving your order.

To request a return or exchange, contact us at:

Email: hello@sonitual.com

Your request must be submitted within the applicable 3-day period. Requests submitted after this period may not be accepted, except where required by applicable law.

2. Eligibility for Return or Exchange

To qualify for a return or exchange, the product must:

• Be unused and unworn
• Be in its original condition
• Have the original packaging
• Have all applicable tags and accessories intact
• Not show scratches, stains, perfume residue, chemical exposure, or other signs of use
• Not have been altered, resized, repaired, or damaged by the customer
• Be returned with all items originally supplied with the product

Sonitual reserves the right to inspect returned products before approving a return, exchange, or refund.

3. Products That Are Not Eligible

Returns or exchanges may not be accepted where the product:

• Has been worn or used
• Has been damaged after delivery
• Has scratches or other signs of customer use
• Has been exposed to chemicals, perfumes, cosmetics, water, or other substances in a manner inconsistent with the product-care instructions
• Has been modified, altered, or repaired
• Is missing its original packaging or included components
• Is returned after the applicable return period

This does not affect any rights you may have under applicable consumer law for products that are defective, misrepresented, or otherwise not as required by law.

4. Damaged, Defective or Incorrect Products

If you receive:

• A damaged product
• A defective product
• The wrong product
• A product materially different from what you ordered

Please contact us as soon as possible after delivery at hello@sonitual.com.

For damaged or incorrect-item claims, we may request:

• Clear photographs of the product
• Video or photographs of the unboxing
• Images of the packaging and shipping label
• Your order details

We strongly recommend recording a continuous unboxing video from the sealed package until the product is fully revealed.

This can help us investigate transit damage, missing items, and incorrect shipments.

Failure to provide an unboxing video does not automatically eliminate any rights you may have under applicable law, but it may make it more difficult for us to verify a transit-related claim.

5. Return Shipping

For an approved return arising from a customer preference or change of mind, the customer may be responsible for the applicable return shipping costs.

Where the return is due to an incorrect product, verified manufacturing defect, or damage attributable to transit or fulfilment, Sonitual will determine the appropriate resolution and shipping responsibility after reviewing the claim.

6. Refunds

Once an eligible returned product has been received and inspected, we will notify you whether your return and refund have been approved.

For an approved refund, the refund will generally be issued to the original payment method used for the order.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.

7. Exchanges

Eligible products may be exchanged subject to:

• Product availability
• Product condition
• Compliance with the return requirements outlined above
• The exchange request being submitted within the applicable 3-day window

If the requested replacement product is unavailable, Sonitual may offer an alternative resolution, including a refund where applicable.

8. Free Shipping

Sonitual currently offers free shipping on orders within India.

Free original shipping does not necessarily mean that return shipping will also be free for customer-initiated returns.

Where applicable, return shipping costs may be the responsibility of the customer.

9. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been shipped, cancellation is generally not available. You may instead request a return after delivery if the order qualifies under this policy.

If an eligible cancellation is approved before shipment, the applicable refund will be processed to the original payment method.

10. Jewellery Care

To help maintain the appearance, finish, and quality of your jewellery, we recommend following the care instructions provided with your product.

Avoid unnecessary exposure to:

• Perfume
• Cosmetics
• Chemicals
• Chlorine
• Excessive moisture
• Harsh cleaning products

Normal wear and tear, accidental damage, and damage resulting from improper use or care are generally not considered manufacturing defects.

11. Anti-Tarnish Jewellery

The products currently sold by Sonitual are sourced as anti-tarnish products from our supplier.

However, “anti-tarnish” does not mean that jewellery can never change in appearance under every possible condition or with prolonged use.

Exposure to chemicals, perfumes, cosmetics, moisture, sweat, and improper storage may affect jewellery over time.

Following the recommended care and storage instructions can help maintain the appearance, colour, and finish of your jewellery.

12. How to Request a Return or Exchange

To request a return or exchange, please contact:

Email: hello@sonitual.com

Please include the following information with your request:

• Order number
• Customer name
• Product name
• Reason for the return or exchange
• Relevant photographs or videos, where applicable

Please do not send a product back without first receiving return instructions from Sonitual.

Unauthorised returns may not be accepted or processed.

13. Contact Us

If you have any questions regarding returns, exchanges, refunds, cancellations, or this policy, please contact us:

Sonitual
Kharar, Sahibzada Ajit Singh Nagar
Punjab – 140301, India

Email: hello@sonitual.com