Sohanza Return, Refund, Exchange & Cancellation Policy
Sohanza Return, Refund, Exchange & Cancellation Policy
At Sohanza, we take pride in delivering beautiful, carefully selected jewelry to our customers across Pakistan. We want you to shop with confidence and have a smooth experience from placing your order to receiving your purchase.
This Return, Refund, Exchange & Cancellation Policy explains when and how you may request a return, exchange, refund, or cancellation.
By placing an order with Sohanza, you acknowledge that you have read and understood this policy.
This policy is subject to applicable laws and consumer rights in Pakistan and does not exclude any rights that cannot legally be excluded.
1. Return & Exchange Window
Sohanza accepts eligible return or exchange requests within 7 days of delivery.
The 7-day period begins on the date your order is shown as delivered by the applicable courier.
To qualify, the product must be:
- Unworn and unused.
- In its original condition.
- Free from scratches, stains, damage, alterations, or signs of use.
- Returned with its original packaging, tags, cards, and accessories, where applicable.
- Accompanied by the original order details or proof of purchase.
Products that do not meet these requirements may be rejected after inspection.
2. When Sohanza Will Accept a Return or Exchange
A return or exchange may be approved when:
A. Wrong Product Received:
If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.
After verification, Sohanza may provide:
- A replacement with the correct product; or
- A refund, where applicable.
Sohanza will generally cover the applicable return and replacement shipping costs when the error was caused by us.
B. Product Arrived Damaged:
If your jewelry arrives damaged, broken, or materially defective, contact us within 48 hours of delivery.
Please provide:
- Your order number.
- Clear photographs of the product.
- Photographs of the outer packaging.
- Photographs of the shipping label.
- An unboxing video, if available.
An unboxing video is strongly recommended because it helps us determine whether the damage occurred before or during delivery.
Sohanza will review the claim and, where the issue is verified as a delivery or product defect, may offer a replacement or refund.
C. Manufacturing or Product Defect:
If a product has a genuine manufacturing defect that was present when you received it, please contact us as soon as possible.
Sohanza may, after inspection:
- Repair the item where reasonably possible;
- Replace the item; or
- Provide an appropriate refund or other remedy.
Normal wear and tear is not considered a manufacturing defect.
3. Change-of-Mind Returns
If you simply change your mind about a purchase, select a different style, or no longer want the product, Sohanza may accept a return only if the product is unused, unworn, undamaged, and meets all return conditions.
For change-of-mind returns:
- Return shipping may be paid by the customer.
- Original delivery charges may be non-refundable.
- Any applicable return-to-Sohanza shipping costs may be deducted where permitted.
- The refund is processed only after the returned product passes inspection.
Sohanza reserves the right to refuse a change-of-mind return where the product does not meet the eligibility requirements.
4. Jewelry That Has Been Worn or Used
For hygiene and product-quality reasons, Sohanza does not normally accept returns of jewelry that has been worn or used.
This includes products showing:
- Scratches or abrasions.
- Makeup, perfume, lotion, or cosmetic residue.
- Signs of exposure to water or chemicals.
- Tarnishing caused by use or improper care.
- Bent, broken, stretched, or deformed components.
- Missing stones or decorative elements caused by use.
- Removed or damaged tags.
- Alterations or modifications made after delivery.
This restriction does not prevent a customer from making a valid claim concerning a genuine product defect or any rights available under applicable law.
5. Customer-Caused Damage
Sohanza is not responsible for damage caused after delivery through improper use, negligence, accidents, or failure to follow product-care instructions.
Examples include:
- Breaking or bending the jewelry through excessive force.
- Damage caused by water, perfume, chemicals, cosmetics, or cleaning products.
- Scratching caused by improper storage.
- Damage caused by sleeping, exercising, bathing, or swimming while wearing the product.
- Damage caused by attempting to repair, resize, modify, or alter the jewelry.
- Damage caused by normal wear and tear.
Such items may not qualify for a refund or free replacement.
6. Sale, Clearance & Promotional Products
Products sold under a Sale, Clearance, Flash Sale, Special Offer, or Final Sale promotion may have different return or exchange conditions.
Where a product is marked “Final Sale”, it is not eligible for change-of-mind returns or exchanges unless the product is defective, incorrect, or otherwise subject to a remedy required by applicable law.
Any special return conditions will be displayed with the applicable promotion or product listing.
7. COD — Cash on Delivery Orders
Sohanza accepts eligible Cash on Delivery (COD) orders according to the payment and delivery options displayed at checkout.
For COD orders:
- The customer is expected to accept the parcel after placing the order.
- Repeated refusal of COD parcels may result in restrictions on future COD orders.
- A refused or unclaimed parcel may be returned to Sohanza by the courier.
- Applicable delivery, return-to-origin, or handling costs may be charged or deducted where permitted and clearly disclosed.
- Customers who repeatedly refuse COD orders may be required to make advance payment for future orders.
Important:
Please do not intentionally place an order and refuse delivery simply because you have changed your mind.
If you wish to cancel an order, contact Sohanza as early as possible before dispatch.
8. Refused or Unclaimed Parcels
If a customer refuses delivery or does not accept the parcel after reasonable delivery attempts, the courier may return the parcel to Sohanza.
Once the parcel is returned, the customer may be responsible for applicable return-to-origin or shipping costs, where permitted.
For prepaid orders, any eligible refund will be processed after the returned parcel reaches Sohanza and is inspected.
For COD orders, no refund is applicable because payment has not been collected.
If a customer repeatedly refuses or abandons COD orders, Sohanza may restrict or disable COD availability for future purchases.
9. Delivery & Courier Charges
Delivery charges displayed at checkout are generally non-refundable once an order has been dispatched.
If a return or exchange is caused by:
- Sohanza sending the wrong product;
- A verified manufacturing defect; or
- Damage occurring before delivery,
Sohanza will generally cover the applicable return/replacement shipping costs, subject to verification.
For change-of-mind returns, the customer may be responsible for return shipping.
Any applicable shipping deductions will be communicated to the customer before processing the refund where reasonably practicable.
10. Order Cancellation
Customers may request cancellation as soon as possible after placing an order.
Cancellation can generally be processed only if the order has not yet been dispatched.
Once an order has been packed or dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure after delivery.
Cancellation of COD Orders
COD customers should contact Sohanza immediately if they no longer wish to receive their order.
Repeated cancellation after dispatch or repeated refusal of COD parcels may affect eligibility for future COD orders.
11. How to Request a Return or Exchange
To request a return or exchange, contact Sohanza through our official customer-support channel.
Please provide:
Order Number:
Customer Name:
Product Name:
Reason for Return/Exchange:
Photos/Videos, where applicable:
Do not send a product back without receiving return instructions from Sohanza.
Unauthorized returns may cause delays in processing.
12. Return Inspection
All returned products are inspected by the Sohanza team.
Inspection may include checking:
- Product condition.
- Signs of wear or use.
- Scratches or damage.
- Missing stones or components.
- Original packaging.
- Tags and accessories.
- Product authenticity and order details.
A return is not considered finally approved until the inspection has been completed.
If the product does not meet the applicable return conditions, Sohanza may reject the return or offer another appropriate resolution, subject to applicable law.
13. Refund Processing
If a refund is approved, Sohanza will process the refund using the applicable payment/refund method available for the order.
The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, wallet, or other financial institution.
Sohanza is not responsible for delays caused by third-party payment providers after the refund has been successfully initiated by Sohanza.
14. Refunds for Prepaid Orders
For orders paid in advance, an approved refund will generally cover the eligible amount determined after applying this policy.
Depending on the reason for the return:
- Product price may be refunded.
- Original delivery charges may or may not be refundable.
- Return shipping charges may apply.
- Any applicable deductions will be communicated where reasonably practicable.
Where the issue is caused by Sohanza, such as a verified wrong item or qualifying defect, Sohanza will make reasonable efforts to provide an appropriate remedy without unfairly passing the resulting costs to the customer.
15. Refunds for COD Orders
Because COD orders are paid upon delivery, there is no payment to refund if a customer refuses or does not accept the parcel.
If a customer receives a COD order and subsequently returns an eligible product under this policy, Sohanza will arrange the applicable refund through an available refund method agreed with the customer.
Additional verification may be required before processing a COD return refund.
16. Exchanges
Eligible products may be exchanged subject to availability.
If the replacement product:
- Costs more, the customer may need to pay the difference.
- Costs less, Sohanza may refund the difference according to the applicable refund method.
- Is unavailable, Sohanza may offer another suitable option or an applicable refund.
Exchanges are subject to the same product-condition requirements as returns.
17. Product Care & Normal Wear
Jewelry requires proper care.
We recommend keeping your jewelry away from:
- Perfume
- Body sprays.
- Lotions and creams.
- Makeup
- Household chemicals.
- Chlorinated water.
- Salt water.
- Excessive moisture.
- Direct contact with cleaning products.
Changes in color, finish, plating, or appearance resulting from normal wear or exposure to substances are not automatically considered manufacturing defects.
Please follow any product-specific care instructions provided with your purchase.
18. Missing Items or Incomplete Orders
If an item is missing from your parcel, please contact Sohanza within 48 hours of delivery.
Provide your:
- Order number.
- Delivery details.
- Photographs of the received parcel and packaging.
- Any available unboxing video.
We will investigate the matter and provide an appropriate resolution where the missing item is verified.
19. Fraudulent or Abusive Return Claims
Sohanza reserves the right to investigate suspicious or repeated return claims.
Examples may include:
- Returning a different product from the one purchased.
- Returning a used product while claiming it was unused.
- Repeated false damage claims.
- Removing, replacing, or tampering with product components.
- Providing manipulated photographs or other misleading information.
Where fraud or abuse is reasonably suspected, Sohanza may refuse the claim and take appropriate action, subject to applicable law.
20. Policy & Consumer Rights
This policy is intended to clearly explain Sohanza’s normal return, refund, exchange, and cancellation procedures.
Nothing in this policy is intended to unlawfully restrict, remove, or waive any consumer right or remedy that cannot legally be excluded under applicable law in Pakistan.
Where applicable law provides a customer with a mandatory right or remedy that differs from this policy, the applicable law will prevail.
21. Changes to This Policy
Sohanza may update this policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.
The updated policy will be published on this page with its revised effective date.
22. Contact Sohanza
For questions regarding returns, refunds, exchanges, cancellations, or damaged products, please contact our customer-support team through the contact details published on the Sohanza website.
Please always include your order number when contacting us about an existing order.
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