Return, Replacement & Refund Policy

At Sona Herbal, we take great care to ensure that every product reaches you safely and in good condition. Due to the hygiene and personal-use nature of our hair care and personal care products, we follow a limited return and replacement policy.

Returns

For hygiene and safety reasons, we do not accept returns for products that have been opened, used, unsealed, or partially consumed.

A return/replacement request may be considered only in the following cases:

• You received a damaged or leaking product.

• You received an incorrect product.

• An item from your order is missing.

• The product was damaged during transit.

• You received a product that is materially different from what you ordered.

A change of mind, dislike of fragrance/texture, or dissatisfaction with results after using the product does not qualify for a return or refund.

Report an Issue Within 48 Hours

Any damaged, incorrect, missing, or defective product must be reported to our customer support team within 48 hours of delivery.

Please provide:

• Your Order ID

• Registered mobile number

• Clear photographs of the product received

• Photographs of the outer packaging and shipping label

• A clear unboxing video, wherever available

Requests raised after 48 hours of confirmed delivery may not be eligible for replacement or refund.

Unboxing Video

We strongly recommend recording a continuous unboxing video when opening your parcel.

For claims involving missing products, incorrect products, leakage, damage, or tampered packages, Sona Herbal may request an unboxing video or other reasonable evidence before approving the claim.

Replacement

Once your claim has been reviewed and approved, we may arrange a replacement for the affected product at no additional cost.

Depending on product availability and the circumstances of the claim, we may alternatively issue an eligible refund.

Refunds

Where a refund is approved, it will be processed to the original payment method used while placing the order.

After processing, the time taken for the amount to reflect in your account may vary depending on your bank, UPI provider, card issuer, or payment provider.

Shipping charges, where applicable, are generally non-refundable unless the refund is being issued because of an error from our side or a damaged/incorrect shipment.

Order Cancellation

Orders can be cancelled only before they have been packed or dispatched.

Once an order has been dispatched, cancellation may not be possible.

If you wish to cancel an order, please contact our customer support team as soon as possible with your Order ID.

Refused or Undeliverable Orders

If an order cannot be delivered because of an incorrect/incomplete address, incorrect contact details, repeated customer unavailability, refusal to accept the shipment, or another reason attributable to the customer, any refund eligibility will be determined after the shipment is returned to us and verified.

Any non-refundable shipping or logistics charges, where applicable and permitted by law, may be deducted from the refundable amount.

Product Results

Sona Herbal products are personal care products, and individual experiences may vary depending on factors such as hair type, scalp condition, usage, lifestyle, and individual suitability.

A product cannot be returned or refunded solely because the customer did not experience the expected or desired results.

How to Raise a Request

To request a replacement or refund, please contact Sona Herbal Customer Support through the contact details provided on our website.

Please mention your Order ID and provide all relevant photographs/videos so that our team can review and resolve your request as quickly as possible.

Important

Sona Herbal reserves the right to verify claims before approving a replacement or refund and may reject claims where the information provided is incomplete, inconsistent, fraudulent, or does not meet the conditions stated in this policy.

Nothing in this policy limits any rights available to customers under applicable Indian consumer protection laws.

Last Updated: September 2026