Refund policy
We want you to be completely happy with your SONAÍ purchase. If something is not quite right, we are here to help.
1. Return Window
You may return unused item(s) within 28 days of receiving them.
If you are purchasing as a consumer within the EU, you also have a statutory right to withdraw within 14 days under EU consumer law.
2. Return Conditions
Returned items must:
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Be unused
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Be in original packaging
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Be in resalable condition
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Be returned within 28 days of delivery
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Include proof of purchase
We reserve the right to refuse returns that do not meet these conditions.
3. Exclusions
We cannot accept returns on:
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Used, assembled, or damaged items (unless faulty)
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Items not in original packaging
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Customised or personalised items
This does not affect your legal rights if an item is faulty.
4. Return Shipping
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Return shipping costs are the customer’s responsibility
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Original shipping costs are non-refundable unless the item is faulty
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If an item is faulty or arrives damaged, we will cover return shipping and offer a replacement or refund
5. Faulty Items
If your item is faulty or damaged, please contact us as soon as possible.
We may request photographs to assess the issue.
We will provide a repair, replacement, or refund in line with your rights under the Consumer Rights Act 2022.
6. How to Start a Return
To initiate a return, email:
Please include:
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Your order number
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The reason for return
Refunds will be processed within 14 days of receiving and inspecting the returned item.