Return & Refund Policy

This policy explains what to do if something is wrong with your order, when a return or refund is available, and how refunds are processed.

Our standard return policy is limited, but nothing in this policy limits rights or remedies available to you under applicable law. If an item is damaged, defective, wrong, missing or materially different from its description, you are entitled to an appropriate remedy.

At a Glance

Damaged Parcels and Products

Please inspect your parcel as soon as it is delivered. If the parcel or product is damaged, contact us as soon as possible after delivery so we can investigate while evidence is fresh.

For damaged parcel claims, please provide clear evidence of the parcel's condition at the time of delivery, including photographs or video of the sealed package where available. This helps us determine whether damage occurred during transit, handling, packaging or after delivery. Helpful evidence includes:

• photos of the outer package and the shipping label,
• photos or video showing the parcel sealed, where available,
• photos or video of the visible damage, including after opening,
• an unboxing video, where available,
• your order number, delivery date and a short description of the problem.

We strongly recommend recording an unboxing video from the moment you start opening the sealed parcel. An unboxing video and clear evidence can significantly help us verify and resolve a damage claim. Please keep the original packaging and shipping materials until your claim is resolved.

A missing video or photo does not by itself prevent you from making a claim — we will review all the information available.

Defective, Wrong or Materially Different Products

• Defective: the item has a manufacturing fault (for example, a broken clasp or missing stone on arrival).
• Wrong product: you received a different item, colour or variant from the one you ordered.
• Missing item: an item in your order was not in the parcel.
• Materially different: the item is significantly different from its description or photos. (Minor variations in shade or finish due to lighting, screen settings or natural material variation are not material differences — see our Terms & Conditions.)

Contact us with your order number, photos of the item and a description of the issue. If we confirm the problem, we will offer a replacement (subject to availability) or a refund.

Change of Mind

We do not currently accept returns or exchanges for change of mind (for example, if you no longer want an item that is exactly as described and undamaged).

Items That Can't Be Returned for Change of Mind

For hygiene reasons, earrings and other items that are worn on or through the skin can't be returned once used, except where they are damaged, defective, wrong or materially different from their description. Items that have been used, damaged after delivery, altered, or returned without their original packaging and inclusions may not be accepted for a change-of-mind return.

How to Request a Return or Report a Problem

1. Email sonidenakhre.in@gmail.com or use our contact form and choose the matching category.
2. Include your order number, photos/video and a description.
3. We will review your request and reply with the next steps. If a return is needed, we will explain how to send the item back.
4. Please do not send an item back before we confirm the return, so we can make sure it reaches us.

Inspection: returned items are inspected when they reach us. We will let you know the outcome.

Return shipping: for damaged, defective, wrong or materially different items, we cover the reasonable cost of the return or arrange pickup where available.

Refunds

When refunds are available

• an accepted cancellation (the amount is set out in our Cancellation Policy);
• a damaged, defective, wrong or materially different item, where a replacement is not possible or you prefer a refund;
• a missing item that we cannot send;
• an order we cancel, or an address we cannot deliver to (full refund of the amount paid);
• a payment deducted from your account for an order that was not placed or confirmed (payment failure); and
• a duplicate payment for the same order (full refund of the duplicate amount).

When refunds may not be available

• change-of-mind requests outside what the Change of Mind section allows;
• items damaged after delivery through misuse or normal wear; and
• claims we cannot verify after reviewing the information available,

in each case subject to applicable law.

Shipping charges, coupons and partial refunds

• For damaged, defective, wrong, missing or materially different items, we refund the amount you paid for the affected item, and the shipping charge where the whole order is affected.
• Where only part of an order is affected, we refund the affected item(s) only (a partial refund).
• Coupons and discounts: we refund the amount you actually paid for the item after any discount or coupon was applied.

Refund method and timeline

Once a refund is approved, we will initiate it within 15 business days, to the original payment method.

After we initiate a refund, the time taken for the amount to appear in your account also depends on your payment provider, bank or card issuer, and is outside our control.

Contact Us

Email sonidenakhre.in@gmail.com, call +919265437581, or message us on WhatsApp at +919265437581. If you are not satisfied with our response, see our Grievance Redressal page.

These policies explain our standard business practices. Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded, restricted or waived under applicable law.