Refund policy

At Sónai & Co., we are committed to ensuring your complete satisfaction with our products. If you are not entirely satisfied with your purchase, we’re here to help.

Return Policy

1. Eligibility for Returns

• Return Window: You may return any product within 7 days of receiving your order.
• Condition: To be eligible for a return, the product must be unused, unopened, and in the same condition that you received it. The product seal must be intact, and the item must be in its original packaging.
• Unboxing Video: A clear unboxing video is required as proof that the product seal was not broken, and that the item was received in its original condition. This video must be provided when initiating a return request.

2. Non-Returnable Items

Certain items are non-returnable. These include:

• Products that have been opened, used, or where the seal has been tampered with.
• Gift cards.
• Items purchased during a sale or promotion, unless they arrive damaged or defective.

3. Return Process

• Initiating a Return: To start a return, please contact our customer service team at customer@sonaiandco.com within 7 days of receiving your order. Include your order number, reason for the return, and the unboxing video.
• Return Shipping: Once your return request is approved, we will provide you with instructions for returning the product. Return shipping costs will be your responsibility unless the product is defective or damaged upon arrival.
• Inspection: Upon receiving the returned item, we will inspect it to ensure it meets our return criteria. If approved, we will process your refund.

Refund Policy

1. Refunds

• Refund Method: Refunds will be issued to your original payment method.
• Processing Time: Refunds typically take 7-10 business days to process after we receive and inspect your return.
• Shipping Costs: Original shipping costs are non-refundable, except in cases where the product was damaged or defective upon arrival.

2. Late or Missing Refunds

• Bank Processing Time: If you haven’t received a refund yet, please first check with your bank, as it may take some time for your refund to be officially posted.
• Contact Us: If you’ve done this and still have not received your refund, please contact us at customer@sonaiandco.com for further assistance.

Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer service team within 48 hours of delivery. We will arrange for a replacement or full refund, including return shipping costs. Be sure to include photos and the unboxing video as proof of the damage or defect.

Contact Information

For any questions or concerns about our Return & Refund Policy, please contact us at:

Sónai & Co.
Email: customer@sonaiandco.com