Refund policy

At  Sara Sohan Online, we are committed to providing our customers with high-quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, we offer a transparent and customer-friendly refund policy. Please read the following details carefully to understand our refund procedures and your rights as a customer.

1. Eligibility for Refunds

We accept refund requests under the following conditions:

  • Items must be returned within 14 days of the original purchase date.

  • The product must be unused, unworn, and in its original packaging with all tags attached.

  • Proof of purchase (receipt or order confirmation) is required for all returns and refunds.

  • Items marked as final sale, clearance, or customized products are non-refundable and cannot be exchanged.

  • Gift cards are non-refundable and cannot be redeemed for cash.

  • Refunds are not applicable for digital or downloadable products.

If your return does not meet these conditions, we reserve the right to deny your refund request or issue a partial refund at our discretion.

2. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Contact Us – Email our customer service team at sales.sarasohan@gmail.com with your order number, a brief reason for the return, and any supporting images if applicable.

  2. Receive Approval – Our team will review your request within 48 hours and provide return authorization along with shipping instructions if eligible.

  3. Ship the Item – Return the item to the provided address using a trackable shipping method to ensure it reaches us safely. We are not responsible for lost or untrackable returns.

  4. Inspection & Processing – Once we receive your return, we will inspect it and process the refund if it meets our return conditions.

If your return does not meet our eligibility criteria, we will notify you regarding the next steps.

3. Refund Processing Time

  • Refunds will be processed within 5-7 business days after receiving and inspecting the returned item.

  • Refunds will be credited to the original payment method used at checkout. We do not offer refunds to alternative payment methods.

  • Processing times may vary depending on your financial institution. Some banks may take an additional 3-5 business days to reflect the refund.

  • If you paid via a third-party service (e.g., PayPal, Afterpay), refund processing times may differ based on their policies.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.

  • We do not provide prepaid return labels unless specified otherwise.

  • If the return is due to an error on our part (wrong item, defective product), we will cover the return shipping costs and provide a prepaid label.

  • Shipping fees from the original purchase are non-refundable unless the return is due to a company error.

5. Exchanges

  • We currently do not offer direct exchanges.

  • If you need a different size, color, or product, please return the item for a refund and place a new order.

  • Exchanges are subject to product availability, and we cannot guarantee that the same item will be available at the time of repurchase.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery with the following information:

  • Order number

  • Clear photos of the damaged or defective product

  • A brief description of the issue

We will assess the claim and offer a replacement or full refund as applicable. If a replacement is not available, we will issue a refund or offer store credit.

7. Late or Missing Refunds

If you haven’t received your refund within the expected time frame, please:

  • Check with your bank or payment provider, as processing times may vary.

  • Contact our support team at sales.sarasohan@gmail.com, and we will assist you in resolving the issue.

  • Ensure that your refund request was approved and that you provided the correct payment details.

8. Non-Refundable Items

The following items are not eligible for refunds:

  • Items that show signs of use, wear, or damage caused by the customer.

  • Items returned without prior approval from our support team.

  • Items returned beyond the 14-day return window.

  • Digital products, downloadable content, and gift cards.

  • Items marked as final sale, clearance, or promotional items.

9. Store Credit Option

If you prefer, we can issue a store credit instead of a refund. Store credit can be used for future purchases and does not expire. If you would like this option, please indicate it when initiating your return request.

10. Contact Information

For any refund-related inquiries, please reach out to us:

  • Email: sales.sarasohan@gmail.com

  • Phone: 519-964-1006

  • Address: Cherryhill Village Mall, 301 Oxford Street West, London, Ontario