Website Purchases Exchange Policy.
At Sona Mandhir we believe in creating a great online and physical store shopping experience that is efficient and hassle-free for all our customers. So, if you ever have to make an exchange with us, we have an extremely convenient exchange policy for your benefit that you can follow in 3 easy steps!
Step 1:
Simply contact the Sona Mandhir Customer Care Team
By writing an email to: [email protected] or,
Reaching out to us on our Hotline through +94 (011) 259 6355 or WhatsApp +94 (76) 497 3253
Direct Messaging us on Instagram or Facebook
Step 2:
Once your request is acknowledged and approved by our Customer Care Team, we will place an exchange order on your behalf and note the items to be sent in exchange. The courier will pick up the exchange item from your doorstep and bring it to us for review. Once we’ve reviewed the exchange item for quality and hygiene we will let you know if your exchange has been approved.
Step 3:
Once approved, our courier will deliver the fresh new item right to your doorstep for your convenience.
Online Website Purchases – Exchange Policy
Exchanges are done strictly within 3 days after the delivery is complete.
All items should be new, unused, and with all Sona Mandhir brand/price tags on the garment still attached. Items that are damaged, unhygienic, soiled or altered may not be accepted and your exchange will be rejected.
The purchased item(s) are the customer’s responsibility until they reach the Sona Mandhir store for inspection. The company requests the customer to ensure that the items are packed and sealed up properly for exchange to avoid damage and tampering on their way to the store.
All exchange items will be inspected once we receive them before we can complete an exchange request. We try hard to accept all items returned to us to serve you better, but request that all returned items should pass our inspection for points mentioned above.
Item(s) can be exchanged for a different size, or an alternative product(s), subject to availability of stock. If the item passes our inspection, an online exchange will be an additional fee of LKR 500 to cover the courier cost or free-of-charge if exchanged in-store.
Please note that NO cash refunds or Store Credit Notes are extended to customers for any item exchanges.
If the new item that you are requesting an exchange for has a:
Higher Selling Price than the original purchase item – you will be requested to make an additional payment to cover the difference in price.
Lower Selling Price than the original purchase item – you can purchase an additional item to match the order value or the balance money will not be refunded to you and you will forego that difference.
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case, you will not be entitled for an exchange and you will have to bear the courier charges for the pickup and return.
Please note, for online exchanges, any courier charge that exceeds the cost of LKR 500 (if the exchange items exceed 1 kg in weight) will be charged to the customer.
Please note that all exchanges will take a period of 14 days in order to accommodate the courier return time, inspection time, product processing and courier delivery time. Your patience is highly appreciated.
Sale items purchased online cannot be exchanged under any circumstances.
Online Website Purchases – Damaged or Defective Items
Your order goes through an additional round of inspection before packaging. In the very rare occurrence that you receive a defective product by shopping online on our website we have an easy step-by-step returns policy that should keep you happily shopping with us in the future.
A request to replace a damaged item should be made within 2 days since receiving said item through the delivery courier. The request for return and/or exchange should be made either through our form, e-mail, phone number or Instagram/Facebook as per the details provided above. Clear images are required to support your claim. Once we have accepted your request, we will make arrangements to collect the item or alternatively you can visit the store to handover the item.
Once the item(s) have been clearly inspected and approved for exchange, following terms and conditions apply.
LKR 500 of the courier cost (for pick-up and delivery) will be accepted by Sona Mandhir in an effort to reduce cost for the customer. However, any courier charge that exceeds this allowance of LKR 500 will be charged to the customer (If the package weighs over 1 kg). Customer can opt to hand deliver it to the store to avoid this cost.
Once the defective product is collected by the courier/received in store, the defected item will be physically inspected at our store before we can complete and approve an exchange request to ensure if the garments are unworn/unused despite the damage.
The purchased item(s) are the customer’s responsibility until they reach the store. The company requests the customer to ensure that they’re packed up properly for exchange to avoid damage and tampering on their way to the store. All price tags and labels must be attached to the garment.
Item(s) can be exchanged for a different size, or an alternative product(s), subject to availability of stock by making a payment for the difference in price if the exchange item is of a higher value than the defected item. If the new requested item(s) Rupee value is less than the previous item(s) Rupee value, you can purchase an additional item to match the order value or the balance money will not be refunded to you and you will forgo that difference.
Once your claim is accepted, customers can also opt for a full refund for the value of the defective item if they do not wish to receive another item in exchange for the defective item.
Please note that the Sona Mandhir management retains all rights to reject or deny refund requests if we feel that the defect/damage is not a genuine case. The final decision is at the sole discretion of the management and is non-negotiable.
International orders – Unfortunately at this time, we will not be accepting defective/damage claims for international orders due to the high cost in shipping back and forth.
Please note that NO cash refunds or Store Credit Notes are extended to customers for any item exchanges.
Physical Store Purchases – Exchanges
All product exchanges are done strictly within 3 days of the garment being purchased at the physical store. The exchange item has to be accompanied strictly with the original receipt/bill of purchase.
All items should be new, unused, and with all Sona Mandhir brand/price tags on the garment still attached. Items that are damaged, soiled or altered may not be accepted and your exchange will be rejected.
Item(s) can be exchanged for a different size, or an alternative product(s), subject to availability of stock. The exchange will be free of charge in-store, if the item passes our inspection.
Please note that NO cash refunds or Store Credit Notes are extended to customers for any item exchanges.
Sale Items purchased at the Physical Store cannot be exchanged.
Please note that the final decision for exchange request is at the sole discretion of the Sona Mandhir Management.
Physical Store Purchases – Damaged or Defective Items
Please note that all damaged and defective items should be claimed only if you think that the defect is due to a production quality issue and not a damage that occurred during wearing of the garment.
Therefore, firstly, the Sona Mandhir Store team will inspect the defected item to ensure that the garment is unworn/unused despite the damage and should be in a good condition. This will be done in-store only. We will not pick-up the item from you.
If the above conditions are met, the damaged garment will be sent back to our warehouse for technical evaluation if the damages. If the damage is a genuine case, we will notify you and will you can select any of the below options:
Exchange the damaged item for another item that is of equal or less value than the original damaged item. Strictly note, there will be no refunds under any circumstance. If the exchange item is of a higher value than the defected item. If the new requested item(s) Rupee value is less than the previous item(s) Rupee value, you can purchase an additional item to match the order value or the balance money will not be refunded to you and you will forgo that difference.
Please note that the final decision regarding damages or defective Items request is at the sole discretion of the Sona Mandhir Management.
Common Rules
Purchases made at the physical store cannot be exchanged online. These exchanges can only be done by visiting the physical store
Purchases made online through the Sona Mandhir website CAN be exchanged at the Physical Store. However, customers need to email/message/call ahead and notify the physical store to proceed with the exchange or refund (in the case of defective items).
No cash refunds or Store Credit will be issued for item exchanges. If the item is defective, it has to be evaluated first and we will notify you of our decision.