1 – GENERAL
1.1. At SOHO by Maria, we are committed to delivering quality craftsmanship and ensuring that every product meets our standards. While we hope you are delighted with your purchase, we understand that there may be occasions when you wish to return or exchange an item.
1.2. We offer a 7-day return and exchange policy, subject to the eligibility requirements outlined below. All return or exchange requests must be initiated within 7 calendar days of receiving the order.
1.3. All returned products undergo a quality inspection before a return, exchange, store credit or refund is approved.
1.4. SOHO by Maria reserves the right to decline returns or exchanges that do not meet the conditions outlined in this policy, subject to applicable consumer protection laws.
2 – RETURN & EXCHANGE ELIGIBILITY
2.1. To qualify for a return or exchange, the following conditions must be met:
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The request must be submitted within 7 calendar days of delivery.
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The product must be unworn, unwashed, unused and unaltered.
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All original tags, labels and accessories must remain attached and intact.
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The product must be returned in its original packaging, where reasonably possible.
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The garment must be free from stains, perfume, makeup, body odour, damage or other signs of wear.
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All components of a two-piece or multi-piece ensemble must be returned together.
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A valid order number or proof of purchase must be provided.
2.2. Customers may try on garments to assess their fit, provided they are handled carefully and remain in their original condition. Items showing signs of extended wear or use will not qualify for a standard return or exchange.
2.3. The following items are not eligible for change-of-mind returns or exchanges:
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Garments that have been worn, washed, altered or damaged after delivery.
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Items with removed or tampered original tags.
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Customised, personalised or made-to-order garments.
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Final sale or clearance items clearly marked as non-returnable at the time of purchase.
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Incomplete sets or items missing original components.
These exclusions do not affect customers’ rights in relation to defective, incorrect or misdescribed products under applicable law.
3 – RETURN & EXCHANGE PROCESS
3.1. Notification of Return
Customers wishing to return or exchange a product must contact our customer service team within 7 calendar days of receiving their order.
Contact Details:
Phone/WhatsApp: +92 326 655 5527
Email: info@sohobymaria.com
Please provide:
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Order number or purchase reference.
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Name and contact information used for the order.
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Reason for the return or exchange.
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Clear photographs of the product, including its condition and original tags.
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Details of the requested size or product, where an exchange is required.
3.2. Return Authorisation
Once the request has been reviewed, our customer service team will provide further instructions.
Customers must obtain return authorisation before dispatching an item. Unauthorised returns may experience processing delays and will remain subject to the eligibility requirements of this policy.
3.3. Return Shipping
For standard returns or exchanges due to size preference, change of mind or personal preference, the customer is responsible for return shipping charges.
Original delivery charges are non-refundable for change-of-mind returns, unless otherwise required by applicable law.
Customers are advised to use a reliable, trackable courier service and retain their shipping receipt.
3.4. Return Inspection
Upon receiving the returned product, SOHO by Maria will conduct a quality inspection to verify its condition and eligibility.
If the product meets the stated requirements, the return or exchange will be processed.
If the product does not meet the eligibility requirements, the request may be declined. The customer will be notified, and arrangements can be made to return the product to them at their expense, where permitted by law.
3.5. Exchange Availability
Exchanges are subject to product and size availability.
If the requested item is unavailable, customers may be offered an alternative product, store credit or another applicable resolution.
Any difference in product price must be settled before an exchange is dispatched.
4 – DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
4.1. Quality Assurance
At SOHO by Maria, we take reasonable measures to ensure that every garment undergoes quality checks before dispatch.
However, if you receive a defective, damaged or incorrect product, we are committed to reviewing and resolving the issue.
4.2. Notification of Defect
Customers are requested to report visible defects, shipping damage or incorrect products within 48 hours of delivery, where reasonably possible, to help us investigate promptly.
Please provide:
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Order number.
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Description of the issue.
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Clear photographs or videos showing the defect.
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Photographs of the packaging, where relevant.
The 48-hour notification period is intended to facilitate prompt investigation and does not limit any rights available under applicable consumer protection laws.
4.3. Investigation
Once a complaint is received, SOHO by Maria may review the product photographs, order records, dispatch information and quality-control documentation.
Where necessary, the customer may be asked to return the product for physical inspection.
4.4. Resolution
Where a manufacturing defect, incorrect item or damage attributable to SOHO by Maria or its delivery process is verified, an appropriate resolution will be provided.
Depending on the circumstances, this may include:
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Replacement with the same product.
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Exchange for an alternative product.
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Repair, where appropriate and agreed.
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Store credit, where accepted by the customer.
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Refund, where applicable.
For verified defects or errors attributable to SOHO by Maria, reasonable return shipping costs will be covered or reimbursed by the brand.
4.5. Natural Fabric Characteristics
Minor variations in colour, texture, embroidery placement and finishing may occur due to fabric characteristics, production processes or differences in screen displays.
Such variations do not automatically constitute defects. However, material differences from the advertised product description or significant workmanship issues will be assessed appropriately.
5 – REFUNDS & STORE CREDIT
5.1. Refunds or store credit for standard eligible returns will be processed only after the returned product has been received, inspected and approved.
5.2. For change-of-mind returns, SOHO by Maria may offer store credit equivalent to the eligible product value, in accordance with the terms disclosed at purchase and applicable law.
5.3. Where a monetary refund is approved or required by law, it will be processed through an appropriate payment method. Refund processing may take 7–14 business days following approval, depending on the payment provider.
5.4. Original shipping charges, return shipping costs and additional delivery charges are generally non-refundable for change-of-mind returns.
5.5. Store credit, where issued, will be valid for 30 calendar days from the date of issuance and may be redeemed against purchases from the SOHO by Maria online store.
5.6. Store credit cannot be exchanged for cash, except where otherwise required by applicable law.
6 – CANCELLATION POLICY
6.1. Eligibility
Customers may request order cancellation within 24 hours of placing an order, provided the order has not already been processed or dispatched.
Submitting a cancellation request does not automatically guarantee cancellation.
6.2. Cancellation Procedure
To request cancellation, contact our customer service team at:
Phone/WhatsApp: +92 326 655 5527
Email: info@sohobymaria.com
Please provide your order number and reason for cancellation.
6.3. Approved Cancellations
If a cancellation request is approved before processing or dispatch, any prepaid amount will be refunded or otherwise resolved in accordance with the applicable payment terms and consumer protection laws.
6.4. Exceptions
Cancellation requests may not be accommodated for:
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Orders already dispatched.
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Customised or personalised products once production has commenced.
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Orders involving final sale items, where cancellation restrictions were clearly disclosed before purchase, subject to applicable law.
6.5. Communication
Customers will be notified of the status of their cancellation request through their registered contact details.
7 – ADDITIONAL CONDITIONS
7.1. All return and exchange requests are subject to reasonable verification and quality inspection.
7.2. SOHO by Maria may request additional photographs, purchase information or documentation where necessary to verify a claim.
7.3. Returns involving products different from those originally dispatched, incomplete garments or evidence of deliberate damage or misuse may be rejected following investigation.
7.4. Repeated or suspicious return activity may be reviewed individually. SOHO by Maria reserves the right to investigate suspected misuse of the return process, without restricting legitimate customer rights.
7.5. SOHO by Maria is not responsible for loss or damage occurring during customer-arranged return shipping, except where responsibility rests with the brand under applicable law.
7.6. Any refusal of a return, exchange or refund will be based on the applicable eligibility criteria, supporting evidence and relevant consumer protection requirements.
8 – CHANGES TO THIS POLICY
SOHO by Maria reserves the right to update or amend this policy from time to time.
Any changes will be published on our website and will apply prospectively, subject to applicable law. Orders already placed will remain subject to the terms applicable at the time of purchase, unless otherwise required by law.
QUESTIONS & CONTACT INFORMATION
For assistance with returns, exchanges, refunds or cancellations, please contact:
SOHO by Maria
Phone/WhatsApp: +92 326 655 5527
Email: info@sohobymaria.com