This Return & Refund Policy applies to all products in the Sonapve online store.
Order Cancellation
Please confirm the size, color, quantity, recipient, delivery address and other information of the products in your order before placing the order. You may cancel your order before it is shipped and receive a full refund. Once an order has been shipped, it cannot be canceled.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Return & Exchange Conditions
1. Kindly reach out to our customer support via email within 30 days following the delivery of your items.
2. We facilitate returns or exchanges in the instances listed below:
- Arrival damage
- Manufacturing defects
- Incorrect product dispatched
- Quality issues
- Unsuitable fit
- Customer dissatisfaction or no longer in need of the product
3. It is necessary to furnish us with photographs of the items, enabling our customer service team to assess and offer further assistance.
4. The items must remain unused and in their original condition upon receipt. We are unable to accept items that have been worn, washed, or modified.
5. Please ensure that the items are returned to the address provided by our customer service team, not the address indicated on the original packaging.
6.Items returned directly to us without prior contact will not be accepted.
The responsibility for return/exchange shipping costs varies depending on the circumstances
1. If the product is defective, damaged during transportation, incorrect items are sent, faulty manufacturing, or items break after use, we offer a full refund and cover the return/exchange shipping fees.
2. However, if the return/exchange is due to customer dislike, no longer needing the product, or items not fitting well, the customer is responsible for the return/exchange shipping costs, which will not be refunded.
Return & Exchange Conditions Procedure
To expedite your return or exchange, please adhere to the following process:
Should you wish to initiate a return, kindly reach out to our customer service, specifying the following details:
- Order number
- SKU number or product name
- Reason for return
Should you wish to initiate a exchange, kindly reach out to our customer service, specifying the following details:
- Order number
- SKU number or product name
- Detailed information on the size and color of the product to be replaced.
Our customer service team will acknowledge your request within 24 hours during business days.
Subsequently, please dispatch the items to the designated return address customer service staff provided, and furnish us with proof of return, comprising the tracking number and a valid return receipt.
Upon receipt of the returned item(s), we will promptly correspond with you via email to facilitate the requested refund or exchange.
Refund Policy
1. We take full responsibility for any misprinted, damaged, or defective items resulting from our production or transportation. In such cases, you will receive a full refund, and we will also cover the return shipping costs.
2. Orders that are cancelled before shipping will be refunded in full.
3. In the unfortunate event of parcels being lost in transit, we will compensate for your loss by issuing a full refund.
4. If you provide an incorrect address when placing an order and fail to notify us of the change, you will bear responsibility for any resulting loss.
5. Refunds may be refused for returned merchandise showing visible signs of use, such as wine or water stains, scratches, or damage.
6. All refunds will be credited to your original form of payment. Please be aware that the processing of refunds may take up to 14 business days to reflect in your account, as processing times vary between payment providers.
7. Any items returned that are not in pristine condition and are not damaged or missing parts due to our error may only receive a partial refund.
Restocking Fee:
No restocking fee will be charged.
How will customers get the return label?
1.For defective products
This happens when the product is incorrect, damaged by the carrier.This is our responsibility.
In the box shipped to the customer
2.For customer remorse
This happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item.
In the box shipped to the customer
About the Return & Refund Policy If you have any questions, you can contact us at service@sonapve.com.
Working Time : Mon - Fri 08:00-17:00(UTC+8).
