Sonani Franchise

Terminologies:

• SONANI “Cash” - Customers can have the amount refunded to their original payment source or bank account, as applicable.
• SONANI “Credits” - Customers can use these for future purchases, but the amount cannot be refunded.
• Voucher / Gift Card - Depending on the terms and conditions of the voucher or gift card (e.g., one-time use vouchers or discount vouchers are not eligible for refunds), the amount will be refunded back to the same voucher or gift card.

15 Days Money Back Policy:

• At Sonani, we want you to feel confident and satisfied with your purchase. That's why we offer a 15-days return policy with a 100% refund on your mode of payment (Credit/Debit or net banking) for eligible items.
• Please note that we strive to process refunds within 15 business days, ensuring every customer receives their refund in a timely and efficient manner.
• Sonani offers FREE return shipping across India for all products within the 30-day money back policy.

To initiate a return, we kindly request that customers meet the following criteria:

• The product must be returned in its original packaging and be in a sellable condition, free from any scratches, wear, damage, or alterations.
• The certificate of the diamond must be included with the return. In case if they misplace the certificate with the return. The associated cost needs to be paid by the Customer.
• A copy of the invoice for the product must also be provided
• The original box of the jewellery must be returned with the product.
• If the tag on the product has been removed or broken, the product is not eligible for return.
• If any discount was given, the discount amount will not be refunded in cash.
• Quality control will be performed, and the refund will be initiated accordingly. If the returned goods do not meet the QC standards, this will be communicated to the customer, along with proof, to obtain consent for deducting the amount. If the customer does not consent to the deduction and decides to keep the jewellery, they will need to pay for the delivery charges.
• Please note that these features are not applicable to international orders due to logistics and customs considerations.

Return Process:

To schedule a return, contact our customer care team or send us an email for the guidance.

Online Customers

• Online customers can initiate the return and schedule the collection through the website with our delivery partner.
• Once the return is initiated, the customer needs to make sure that the jewellery is ready to be collected from the address that was mentioned as the collection point in the original packaging materials along with the certificate.
• The return for the product is arranged by the 3rd Party logistic partners; that means the Customer will receive a tamper-proof packet from the Logistic Partner. The Customer needs to secure their jewellery in it and seal it before the pickup person arrives at the Customer’s doorstep for the pickup. Once, Sealed the packet cannot be opened unless destroyed.
• The PICK-UP will be arranged once the customer has received the tamper-proof packet.
• On the day of the pick-up which has been scheduled, the customer needs to hand over the packet with the product to the person.
• The Customer needs to collect the acknowledgement (Pick-Up receipt on paper / Photo of tracking Number / SMS confirmation of pickup).
• Once the product is received by the Sonani, the QC will initiate and the refund will be processed within 15 working days in the desired form of the customer – VIA – Cash / Credit / Gift Card.

In-Store Customers: (SONANI FRANCHISE)

• If the product was purchased in-store, the store staff will guide the customer through the return process and initiate it on their behalf.
• The QC – Parameters needs to be check-off by the Head Manager in-person and sign the same and update it on the Software.
• The person who is returning the product needs to be same person who purchased it. Not in case, if they have the gift receipt whose value is under INR 35,000.00/-. If the value exceeds above the set limit than the person who purchased needs to be contacted via the store registered phone number and confirm their identity.

• Once the Head Manager is done doing the necessary precautionary QC and Admin Steps. The refund will be initiated.

  • If the amount was paid in cash, then the refund by the Store will be done within the 15 working days to the Customer’s Bank Account via NEFT or RTGS.

  • If the Amount was paid by the Direct Debit Card/ UPI.

    • Ensure customer have the original debit card or UPI account used for the purchase available at the time of the refund.
    • Provide necessary identification and transaction details to verify the original payment source.
    • Keep Customer’s payment details secure and customer should only share them with authorized store personnel.
    • The refund will be processed immediately once the return is approved, and the amount will be credited back to the original payment source on the spot.

  • If the Amount was paid by EMI Plan:

    • Initiate Return:The customer must follow the standard return process, meeting all the criteria outlined for product returns (e.g., original packaging, sellable condition, inclusion of all necessary documents).
    • Notify the EMI Provider:Once the return is approved by Brand Sonani's Quality Assurance Department, the store must notify the EMI provider about the return and request the cancellation of the EMI plan.

    • Refund Processing:If the return is approved, the refund amount will be processed according to the invoiced amount after any discounts or coupon codes have been applied

      The refund will be directed to the customer's original payment source (credit card or bank account linked to the EMI)

    • Adjusting EMI Payments:The EMI provider will cancel the remaining instalments and adjust any paid instalments. This may involve refunding any excess amount paid by the customer.

      If the EMI provider charges any processing or cancellation fees, these fees will be communicated to the customer and deducted from the refund amount.

  • To Make sure that the signature of the Store Personal is in the return receipt along with another store personal for assurance.
• Please note that customized products are exempt from SONANI return policy.
• For cash on delivery orders, the refund amount will be transferred through NEFT and for the same the banking details needs to be submitted on the Sonani’s Portal.
• In case, if the payment was done in Cash for the in-store Purchase, the payment will be done through NEFT and for the same the Store Staff will collect the necessary information for the safe transaction in the presence of the customer.

Quality Assurance T&C:

• The refund amount will be processed within 15 days after acceptance by the Quality Assurance Department.
• The refund amount will reflect the invoiced amount, post any discounts or coupon codes.
• For cash on delivery orders, refunds will be transferred via NEFT.
• The Quality Assurance Department will have the final decision on the acceptability of the return.
• Customers will receive an email confirmation once the product clears Quality Assurance.
• If any defects are found during the quality check, Brand Sonani reserves the right to charge the customer.

Store Staff Guidelines Training:

• Store staff should be trained to handle EMI-related returns and be familiar with the process of coordinating with EMI providers.

Customer Support:

• Provide clear and concise information to customers regarding the return process for EMI purchases.
• Assist customers in understanding any fees or charges that may apply and ensure they are aware of the implications of returning an EMI purchase.

By following these steps, Brand Sonani can effectively manage returns for products purchased on EMI, ensuring a smooth and transparent process for customers.

To draft a proper training module for the Store Staff. So that they can easily carry out the return of the product.

• To Make sure that the return on the goods have the signature of the Store manager along with another person.
• The return of the employee who has used his/her employment discount needs to be done by the store manager; In case if the return is of the store manager than the same needs to be done in the presence of another store manager.
• To make sure that the file for all the return receipt is maintain having all the necessary checkpoints and documentation as per the training guidelines.