Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sonoconceptstore@gmail.com. Please note that returns will need to be sent to the following address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sonoconceptstore@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sonoconceptstore@gmail.com.

At SONO, we strive to provide our customers with the best possible shopping experience. As part of our commitment to customer satisfaction, we offer clean swaps and swap top ups for eligible products. In this article, we will explain what clean swaps and swap top ups are and how they work.

Clean Swaps

Clean swaps allow customers to exchange their purchased products for a different size or color, provided that the item is in its original condition and packaging. This means that the product should be unworn, unwashed, and free from any signs of damage or alteration.

When requesting a clean swap, customers can choose a different size or color from the available options. If the desired item is of higher value, the customer will be responsible for paying the price difference. Conversely, if the desired item is of lower value, the customer will receive a store credit for the price difference.

Swap Top Ups

In some cases, customers may wish to exchange their purchased product for a different item altogether. This is where swap top ups come into play. With swap top ups, customers can exchange their original product for a different item, even if the new item has a higher price.

When opting for a swap top up, customers will be required to pay the price difference between the original product and the new item. This ensures a fair exchange process and allows customers to upgrade their purchase if desired.

Refunds

While we strive to provide the best possible products and service, we understand that there may be instances where a refund is necessary. In such cases, we offer refunds at 60% of the original purchase price.

Please note that refunds are only applicable after we receive the returned products and verify their condition. The products should be in their original packaging and free from any signs of wear, washing, or damage.

Delivery Costs

When it comes to delivery costs, we want to be transparent with our customers. For clean swaps, swap top ups, and refunds, the delivery costs will be the responsibility of the customer. This ensures that our customers have control over their shopping experience and can make informed decisions.

At SONO, we value our customers and strive to provide the best possible service. If you have any further questions or need assistance with clean swaps, swap top ups, or refunds, please don't hesitate to contact our customer support team. We are here to help!