Refund policy

Thank you for shopping at SoraMart.shop. We strive to offer a smooth and satisfying shopping experience. This Return & Refund Policy explains the terms under which returns, exchanges, and refunds are accepted.

1. General Policy

Customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may be eligible for a return, refund, or exchange in accordance with the terms below.

2. Return Eligibility

A return or exchange request will be accepted if:

  • The request is raised within 7 days of delivery.
  • The product is unused, undamaged, unwashed, and in original packaging with all tags/accessories intact.
  • A valid proof of purchase (order confirmation/invoice) is provided.

Items returned without following these eligibility conditions may be rejected.

3. Items Not Eligible for Return

For safety and hygiene reasons, the following items are non-returnable and non-refundable:

  • Personal hygiene and self-care products (cosmetics, innerwear, skincare, etc.)
  • Customized / personalized items
  • Digital products (eBooks, downloads, software, subscriptions)
  • Clearance / final sale items
  • Gift cards

4. How to Initiate a Return

To request a return or exchange:

  1. Email us at soramart@mailbox.org with:
    • Order number
    • Reason for return
    • Photos (if applicable)
  2. Our support team will verify eligibility and provide return instructions.
  3. Pack the item securely and ship it back using a trackable courier service.

Refunds/exchanges are processed only after the returned item is received and inspected.

5. Refunds

Once your return is approved, refunds will be issued to the original payment method within the timeline below:

Payment Method

Timeline

Credit/Debit Cards

5–7 business days

UPI / Net Banking

3–5 business days

Wallet Payments

24–48 hours

Store Credit

Instant

⏳ If your refund is delayed beyond the mentioned period, please check with your bank/payment provider first before contacting support.

6. Exchange Policy

We offer exchanges for size or color variations, subject to availability.

  • Exchange request must be raised within 7 days of delivery.
  • If the requested replacement item is unavailable, you may choose refund or store credit.

7. Return Shipping Charges

  • The customer bears the return shipping cost, unless the return is due to an error from our end (damaged, incorrect product, or missing items).
  • Items must be packed properly to avoid transit damage.
  • Returns received in damaged condition may be declined.

8. Damaged / Wrong / Missing Items

If your order arrives damaged, incorrect, or incomplete:

  • Report it to us within 48 hours of delivery
  • Attach clear photos of the item and packaging

Upon verification, we will provide a replacement or full refund.

9. Cancellation Policy

  • Orders can be canceled before shipment for a full refund.
  • If the order has already been dispatched, cancellation will not be possible. You may still request a return after delivery (subject to eligibility).

Refund for canceled orders will be processed within 5–7 business days.

10. Contact Us

For returns, refunds, or exchange assistance, reach us at:

📧 soramart@mailbox.org

Our support team is always happy to help.