Returns & Refunds Policy
Last Updated: 11 September 2026
At SONOMAMA, each piece is made with close attention to material, proportion, finish and detail.
Because many of our products use natural materials and may be made or finished specifically for an order, we encourage you to review product dimensions, specifications, materials and finish information carefully before purchasing.
1. Return Eligibility
A return may be accepted where:
- The product is eligible for return under the terms stated for that product;
- The product is unused;
- The product has not been installed;
- The product is in its original condition;
- All original packaging and accessories are retained;
- The product has not been modified, damaged or altered.
Certain products may be non-returnable, including customised, personalised or made-to-order products, unless the product is defective or applicable law requires otherwise.
2. Natural Material Variations
Natural variation is an important part of SONOMAMA's design philosophy.
Differences in alabaster veining, translucency, colour, brass tone, texture, patina and finish are natural characteristics of the materials we use.
Such variations do not ordinarily qualify as defects or grounds for return.
A product will not be considered defective merely because it differs from the product photography or from another piece made using the same material.
3. Damaged Products
Please inspect your package as soon as it is delivered.
If your product arrives damaged, please contact us as soon as reasonably possible and provide:
- Your order number;
- Photographs of the outer packaging;
- Photographs of the inner packaging;
- Clear photographs of the damage;
- Photographs of the product from multiple angles;
- Any other information reasonably requested by our team.
Do not discard the packaging until the matter has been resolved, as it may be required for inspection or a shipping claim.
4. Defective Products
If a product has a genuine manufacturing defect, please contact us with your order details and photographs.
We will assess the issue and, where appropriate, may offer:
- Repair;
- Replacement;
- Replacement of a component;
- Store credit; or
- Refund.
The available remedy will depend on the nature of the issue and applicable law.
Normal wear, misuse, accidental damage, improper installation, electrical damage or natural material variation will generally not be treated as manufacturing defects.
5. Wrong Product
If you receive a product that differs from what you ordered, please contact us promptly.
Subject to verification, SONOMAMA may arrange an appropriate replacement or other remedy.
6. Cancellation
Order cancellation may be possible before the product enters production or dispatch.
Once a made-to-order or customised product has entered production, cancellation may not be possible.
If you wish to cancel an order, contact us as soon as possible with your order number.
7. Customised & Made-to-Order Products
Custom products are created specifically for the customer.
Because they are produced according to individual requirements, customised or made-to-order products are generally not eligible for return or cancellation once production has commenced, except in cases of manufacturing defect, damage, incorrect fulfilment or where required by applicable law.
8. Refunds
Once an approved refund has been confirmed, the refund will normally be processed using the original payment method, where technically possible.
The time taken for the amount to appear in your account may depend on your bank, card issuer or payment provider.
Any applicable shipping, installation, customisation or other charges may be treated separately depending on the reason for the refund and applicable law.
9. Return Shipping
Where a return is approved because of a manufacturing defect, transit damage or incorrect fulfilment, SONOMAMA will determine the appropriate return-shipping arrangement.
For approved returns arising for other reasons, return shipping costs may be the customer's responsibility.
We will communicate the applicable return process before you send a product back.
10. Products Damaged After Delivery
SONOMAMA cannot ordinarily accept responsibility for damage caused after successful delivery, including damage caused by:
- Improper handling;
- Incorrect installation;
- Unsuitable electrical connections;
- Modification;
- Misuse;
- Accidents;
- Exposure to unsuitable environmental conditions;
- Failure to follow care or installation instructions.
11. Return Process
To request a return, please contact:
Email: [YOUR EMAIL ADDRESS]
Please include:
- Order Number:
- Name:
- Product:
- Reason for Return:
- Photographs/Videos, where applicable:
Our team will review the request and provide the next steps.
Please do not ship a product back without receiving return instructions from SONOMAMA.
12. Policy Changes
SONOMAMA may update this Returns & Refunds Policy from time to time.
The latest version will always be published on this page.
13. Contact
For questions, concerns or requests regarding returns and refunds, please contact:
Address:Â 64/3, Satti Street, In Front of Loharan Mosque, 247667
Email:Â Â somomama096@gmail.com
Phone:Â 93199 98889, +91 78959 06300, 7017977919
14. Refund Processing Time
Approved refunds will be initiated by SONOMAMA after the return, damage claim or refund request has been reviewed and approved.
The actual time for the refunded amount to reflect in your bank account, card or payment account may vary depending on the payment provider and financial institution involved.
15. Return Inspection
All returned products, where a return has been approved, may be inspected upon receipt to confirm their condition and eligibility for the applicable return or refund.
If the returned product does not meet the applicable return conditions, SONOMAMA may determine the appropriate resolution in accordance with the applicable terms and law.
