Refund policy

Return & Exchange Policy

1. No Returns, Exchanges or Refunds (General Rule)

At Sonjaie, each product is crafted with care by our artisans and is part of a limited edition. As a result, we do not accept returns, exchanges, or refunds for items purchased through our website, offline, or any other sales channel.

Once an order is confirmed and payment is processed, it cannot be canceled or altered. Exceptions may be made only in very limited cases as outlined in Section 4 below.

2. Defective or Damaged Items

While we conduct quality checks before shipping, rare instances of manufacturing defects or transit damage may occur. If you receive a defective or damaged item, please contact us within 7 calendar days of delivery.

  • Email our customer service at orders@sonjaie.com with your order number, clear photos of the defect or damage, and a brief description.
  • Upon verification, we may offer a repair or replacement of the same item, subject to availability.
  • We reserve the right to refuse replacement if the claim is deemed invalid based on the evidence provided.

Note: Minor irregularities such as slight color variations, natural material imperfections, or handcrafted variations fall within acceptable tolerance and will not be considered defects.

3. Cancellations

Due to the limited-edition and handcrafted nature of our products, cancellation requests cannot be accommodated once an order has been placed.

4. Exceptions & Discretionary Consideration

Although our policy does not encourage returns, we may, at our sole discretion, consider a return or exchange in exceptional circumstances, including:

  • A grievous manufacturing error that cannot be resolved through repair or replacement
  • Other rare cases approved by our quality team

In such cases:

  • The item must be unused, unaltered, and returned in its original packaging
  • The customer may be responsible for return shipping costs
  • Any refund (if approved) will be processed via the original payment method after deducting applicable fees, or alternatively issued as store credit
  • The decision made by Sonjaie shall be final

5. How to Contact Us

If you believe your case qualifies for an exception, please contact us promptly with the following details:

  • Email: [insert your support email]
  • Subject line: Return/Exchange Request — Order #[OrderNo]
  • Include your order number, relevant photos, and a clear explanation of the issue

We aim to respond to all such requests within 3–5 business days.

6. Important Notes & Disclaimers

  • Customers are advised to review product descriptions, dimensions, and images carefully before placing an order
  • Slight color differences due to screen settings or lighting conditions are not considered defects
  • Customized, made-to-order, or personalized items are strictly not eligible for returns or exchanges under any circumstances
  • If any provision of this policy conflicts with applicable consumer protection laws, such laws shall prevail