Returns, Refunds & Cancellations

We want your Soniye parcel to be a little moment of happiness. Most importantly, we want you to know exactly what to do if something is not quite right with your order. 

At a glance 

Your situation	What to do
❌ You placed the order but want to cancel it now	Contact* us as soon as possible. Cancellation is possible only before shipment (before an Airway Bill is generated).
🚚 Your order says delivered but you haven’t received it	Contact* us as soon as possible so we can investigate with the courier.
💭 You received the order fine but have changed your mind	As a small business, we currently do not accept returns simply because you changed your mind or no longer want the product.
❤️ You received your order and love it	Yippee! Enjoy it, wear it and send us a compliment. We genuinely love hearing from you.
📦 Your product arrived damaged	Sorry! But we got you covered. Contact* us within 48 hours with clear evidence**.
🔄 You received the wrong product ❓ Something is missing from your order 💔 Your pair is incomplete or mismatched	Oops, that’s on us! Contact* us within 48 hours with clear evidence**.
📮 Your return has been approved	Ship it within 5 days of our approval and keep your tracking details safely.
* contact@soniye.co.in **Your order details and photos of the package and products received, and, preferably, an unboxing video.

 

Our Returns Policy

Soniye accepts returns primarily when:

·       Your product arrives damaged or defective

·       You receive a wrong product

·       Your order is incomplete or missing an item

·       You receive a mismatched or incomplete pair

All return or issue requests must be raised within 48 hours of delivery.

We currently do not accept returns simply because you have changed your mind, do not like the product after receiving it, selected the wrong product, or no longer wish to keep it.

We would rather be transparent about this before you place your order.

If you are unsure about a product before purchasing, please use the FaceFit tool to help you make your choice.

Something wrong with your order?

1. Contact us within 48 hours

Email us at contact@soniye.co.in with:

·       Your order number

·       Name of the product

·       Clear photographs of the product

·       Clear photographs of the packaging

·       A short unboxing video, if available

Please keep the product and all its original packaging safely with you until we have reviewed your request.

An unboxing video is strongly recommended, especially for damaged products, as it helps us understand whether the damage may have occurred during transit. However, not having an unboxing video does not automatically mean that your claim will be rejected.

Please do not wear, repair, glue, alter or otherwise attempt to fix a product that you believe is damaged.

2. Wait for our confirmation

Please do not ship anything back to us before we approve the return.

We may ask you for additional photographs, videos or information if required to understand and verify the issue.

3. We’ll tell you what happens next

Once we have reviewed your request, we will let you know whether the return is approved and explain the next steps.

Where the issue is confirmed to be due to damage during transit or an error on our part, Soniye will arrange or bear the applicable return shipping cost.

Damaged Product

We check every piece before it leaves us and pack your order carefully.

However, jewellery can sometimes be damaged during transit despite our best efforts.

If your product arrives damaged:

·       Inform us within 48 hours of delivery.

·       Take clear photographs of the product and packaging.

·       If the outer parcel appears damaged or tampered with, please photograph it before opening the package, wherever possible.

·       An unboxing video is strongly recommended.

·       Do not wear, repair, glue or alter the product.

Once we review and verify the issue, we will arrange a replacement of the same product where available.

If the same product is unavailable, we will provide Soniye store credit for the eligible product value.

Where the damage is confirmed to have occurred during transit, Soniye will bear the applicable return shipping cost.

Wrong Product Received

Oops, that’s on us!

If you receive a product different from what you ordered, please contact us within 48 hours of delivery.

Please send:

·       Your order number

·       A clear photograph of the product received

·       A photograph of the packaging or product label, wherever possible

Once verified, we will arrange the appropriate resolution. Where the error is confirmed to be ours, you will not have to bear the applicable return shipping cost.

Something is Missing from Your Order?

If your package arrives but an item you ordered is missing, please let us know within 48 hours of delivery.

Send us your order number along with clear photographs of:

·       The outer package

·       The package label

·       All products received

·       The packaging in which the products arrived

We will check your order and shipment details and help resolve the issue.

Your Earring Pair is Incomplete or Mismatched?

If you receive only one earring from a pair, two mismatched earrings, or a pair that is missing an essential component, please contact us within 48 hours of delivery.

Send us clear photographs along with your order number.

Once verified, we will arrange the appropriate resolution based on the issue and product availability.

Parcel Delivered, But You Haven’t Received It?

Sometimes a courier may mark a package as delivered before it actually reaches you, or a package may have been received by someone else at your address.

If your order shows as delivered but you have not received it, please contact us as soon as possible.

We will check the shipment details and raise an investigation with the courier partner where necessary.

Please note that the resolution of a missing delivery may depend on the courier’s investigation and delivery records.

Parcel Arrived Damaged or Tampered With?

If the outer package looks visibly damaged or tampered with when it arrives, please take photographs of the package before opening it, wherever possible.

If the product inside is also damaged, contact us within 48 hours of delivery with the photographs and your order details.

This helps us investigate the issue with our courier partner and resolve it faster.

What is Not Covered?

Not every variation or issue with fashion jewellery is considered a defect.

The following generally do not qualify for a return or replacement:

·       Change of mind after receiving the product

·       Not liking the product after seeing it in person

·       Selecting the wrong product, size or style

·       Minor variations in colour, texture or finish

·       Differences caused by lighting, photography or individual screen settings

·       Minor variations inherent to the design or manufacturing process

·       Normal wear and tear

·       Damage caused after delivery by improper handling or use

·       Damage caused by accidents, pulling, bending or impact

·       Damage caused by exposure to water, perfume, chemicals or other substances

·       Products that have been repaired, altered or modified after delivery

If you are unsure whether something is a genuine product issue, please contact us before attempting to fix or dispose of the product. We will always take a look and assess the situation fairly.

Return Conditions

If your return is approved:

·       Please follow the return instructions provided by Soniye.

·       The product must be returned in the condition specified by our team.

·       All original packaging should be retained and returned.

·       The product must not have been worn, altered, repaired or intentionally damaged.

·       The returned product must match the product originally shipped by Soniye.

·       The return must be shipped within 5 days of return approval.

·       Please use a reliable, trackable courier service and keep your tracking details until the return has been completed.

Please do not send a return without receiving approval from Soniye first.

Returns sent without prior approval may not be accepted.

If an approved return is not shipped within the specified time, we may be unable to process the return.

Soniye cannot be held responsible for a return parcel that is lost or damaged in transit before reaching us. This is why we strongly recommend using a tracked and reliable courier service.

Return Inspection

All returned products are inspected before a replacement or store credit is issued.

If the returned product matches the approved return request and meets our return conditions, we will process the applicable resolution.

If the product is found to have been worn, altered, repaired, intentionally damaged, incomplete, or otherwise inconsistent with the approved return request, Soniye reserves the right to reject the return.

We may request additional information, photographs or videos where necessary to verify a return or damage claim.

If an ineligible product is returned to us, we may offer to send it back to you at your shipping cost.

Refunds and Store Credit

For approved damaged, defective, incorrect or incomplete product claims, our preferred resolution is a replacement, wherever the same product is available.

If a replacement is not possible, we will provide Soniye store credit for the eligible product value.

Store credit:

·       Is issued electronically.

·       Is valid for 1 year from the date of issue.

·       Can be used towards a future Soniye purchase.

·       Cannot be exchanged for cash.

·       Cannot be transferred to another person.

·       Cannot be combined with another coupon or promotional code unless specifically permitted by Soniye.

The eligible store credit will be calculated based on the applicable amount paid for the affected product.

Shipping charges and promotional benefits may be treated separately depending on the circumstances of the return.

Order Cancellation

We begin processing orders soon after they are placed, so please contact us as quickly as possible if you need to cancel an order.

Before shipment

If your order has not yet been shipped (that is, an Airway Bill is not yet generated), we will try our best to cancel it.

For prepaid orders, the eligible amount will be refunded according to the applicable refund method.

Where a refund to the original payment method is requested, applicable payment gateway or transaction charges, if any, may be deducted.

Where available, you may also choose to receive the eligible amount as Soniye store credit.

After shipment

Once your order has been shipped, it generally cannot be cancelled.

If a shipped order is refused or returned to us because the customer does not accept the delivery, shipping and return-to-origin costs incurred by Soniye may be recovered from any eligible refund or store credit.

Cash on Delivery Orders

For COD orders, we may contact you to confirm your order before dispatch.

Once a COD order has been shipped, please make sure someone is available to receive it.

If a COD order is refused, not accepted, or returned to us because it could not be delivered for reasons attributable to the customer, Soniye may recover the shipping and return-to-origin costs incurred for the order.

If a COD token amount has been collected, it may be adjusted against applicable shipping and return costs.

Any eligible balance remaining after applicable deductions will be handled according to this policy.

Repeated refusal or non-acceptance of COD orders may result in COD being unavailable for future orders.

Orders Purchased Using Store Credit or Coupons

If you use Soniye store credit or a refund coupon to place an order, that credit cannot be converted into cash.

If an order placed using store credit or a refund coupon is subsequently refused, abandoned or returned because the customer does not accept the delivery, the coupon or store credit may be considered used and may not be reissued.

Promotional discounts, free gifts and free-shipping offers may also be adjusted if the terms of the original offer are no longer met.

Sale and Promotional Orders

Products purchased during a sale or promotional offer remain subject to this Returns and Refunds Policy.

Change-of-mind returns are not accepted.

If a product purchased during a promotion arrives damaged, defective, incorrect or incomplete, the applicable resolution will be based on the amount actually paid for the affected product and the terms of the promotion.

Returning part of an order may affect eligibility for discounts, free gifts or free shipping that were linked to the original order.

Refund and Resolution Timeline

Once an approved return reaches us, we will inspect the product.

We aim to complete the inspection and process the applicable replacement or store credit within 3 working days of receiving the returned product.

You will receive an update using the contact details associated with your order.

Where a refund to the original payment method is specifically applicable, additional processing time may be required by the payment provider or bank.

A Small Note From Us ❤️

Soniye is a small, independent business, and every order matters to us.

We want you to shop with confidence, but we also want to be honest about what we can reasonably offer as a small business.

We don’t encourage unnecessary returns because every return involves packaging, shipping, handling and costs that matter to a small business.

At the same time, if we’ve made a mistake or your product genuinely arrives damaged, please don’t hesitate to tell us.

We’ll always look at the situation fairly and do our best to make things right.

Thank you for supporting a small business and for treating our products with the same care with which we pack them. ❤️

For returns, refunds and order-related issues:
Email: contact@soniye.co.in

Please remember: All damage, incorrect-product, missing-item and incomplete-product claims must be raised within 48 hours of delivery.