SOHANZA

Refund & Return Policy

We want you to love every piece you receive.

Read our guidelines for returns, refunds and exchanges.

Our Customer Care Policy

At Sohanza, your satisfaction matters to us. If your order arrives damaged, incorrect or has a genuine quality issue, we’re here to help. Please read this policy before submitting a request.

01. Return Eligibility

You may request a return or exchange within 7 days of receiving your order if:

You received the wrong product.
The product arrived damaged or defective.
The product has a genuine manufacturing or quality issue.
The product is significantly different from its website description.

Items must be unused and unworn, in original condition, with original packaging, tags and accessories where applicable. They must not show damage, scratches, alteration or misuse.

02. Items That Cannot Be Returned

We generally do not accept items that have been worn or used, damaged after delivery, scratched, broken, bent or altered by the customer, or exposed to perfume, cosmetics, water or chemicals.

Returns without necessary original packaging may also be declined.

Sale, clearance, promotional and customized items may be final sale unless they arrive damaged, defective or incorrect.

03. Damaged or Incorrect Orders

Inspect your package as soon as it arrives. Contact us within 48 hours of delivery if your order is damaged or incorrect.

Please provide your order number, a description of the issue, clear product photographs, photographs of the packaging and shipping label, and an unboxing video if available.

Our team may request additional information before approving your request.

04. How to Request a Return

Contact our customer support team through the official contact details on the Sohanza website. Please provide:

Order number
Customer name
Product name
Reason for return
Photos or videos

Do not send any product back before receiving approval and return instructions from our team.

05. Return Shipping

For wrong items, damaged products or verified manufacturing defects, Sohanza will generally cover applicable return shipping costs.

For other approved returns or exchanges, customers may be responsible for return shipping charges.

Original shipping charges are generally non refundable unless the return is caused by an error or verified fault on our part.

06. Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved.

Approved refunds will be processed using the applicable refund method for your order. Processing times depend on your payment provider or financial institution.

Original shipping charges are generally non refundable unless the return results from an error or verified fault on our part.

07. Exchanges

Exchanges depend on product availability. If the replacement product has a different price, the difference may need to be paid or refunded accordingly.

08. Return Inspection

All returned products are inspected before a refund or exchange is approved. Items that do not meet our requirements may be rejected or receive a reduced or refused refund.

Damage caused by improper use, normal wear and tear, accidents or failure to follow product care instructions is not considered a manufacturing defect.

09. Unclaimed or Refused Deliveries

If an order is refused or remains unclaimed and is returned to Sohanza, additional delivery or return to origin charges may apply.

For prepaid orders, refunds will account for applicable shipping or handling costs where permitted by law and our payment terms.

10. Order Cancellation

Contact us as soon as possible if you need to cancel an order. Cancellation requests can only be accommodated if the order has not already been processed, packed or dispatched.

Once dispatched, an order may no longer qualify for cancellation and will be subject to this return policy.

11. Important Product Care Note

Jewelry should be handled with care. Exposure to perfume, lotions, cosmetics, water, sweat, chemicals and household cleaning products may affect its appearance or finish over time.

Such changes are generally considered normal wear and tear and are not automatically considered product defects.

12. Policy Changes

Sohanza reserves the right to update or modify this Refund & Return Policy when necessary.

Any changes will be posted on this page with the updated effective date.

13. Contact Us

If you have questions about a return, exchange or refund, contact our customer support team through the contact details provided on the Sohanza website.

Please include your order number whenever contacting us about an order so we can assist you more efficiently.