Return Policy
At Sonaé, your satisfaction is our priority. We want you to love your premium Korean skincare and wellness products. If you're not completely satisfied with your purchase, we're here to help.
Return Eligibility
We accept returns within 10 days of delivery for items that meet the following conditions:
• Products are unopened, unused, and in their original packaging • Products are in resalable condition with all seals intact • Original receipt or proof of purchase is provided • Items are not on our non-returnable list (see below)
Non-Returnable Items
Due to health and safety regulations, the following items cannot be returned or exchanged:
• Opened or used skincare products, serums, creams, or cleansers • Opened or used supplements, vitamins, or wellness products • Products with broken seals or tampered packaging • Sale or clearance items marked as final sale • Gift cards
Defective or Damaged Products
If you receive a defective or damaged product, please contact us within 48 hours of delivery with:
• Your order number • Photos of the damaged product and packaging • Description of the issue
We will provide a replacement or full refund for verified defective or damaged items, including return shipping costs.
How to Initiate a Return
To start a return, please follow these steps:
- Contact Us: Email us at sonae.healthandwellness@gmail.com with your order number and reason for return
- Receive Authorization: Wait for our return authorization and instructions (do not ship items without authorization)
- Package Items: Securely pack items in original packaging with all materials included
- Ship Return: Send items to the return address provided using a trackable shipping method
- Receive Refund: Once we receive and inspect your return, we'll process your refund within 5-10 business days
Return Shipping Costs
Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).
Our Recommendation: Use a trackable shipping method and retain your shipping receipt. We are not responsible for items lost or damaged during return shipment.
Refund Process
Once your return is received and inspected, we will:
• Send you an email confirmation that we've received your return • Process your refund to the original payment method within 5-10 business days • Deduct original shipping costs (unless return is due to our error)
Please note that depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.
Wrong Item Received
If you receive the wrong item, please contact us immediately at sonae.healthandwellness@gmail.com with:
• Your order number • Photo of the item received • Description of what you ordered vs. what you received
We will arrange for the correct item to be sent to you at no additional cost and provide a prepaid return label for the incorrect item.
Partial Returns
If you ordered multiple items and wish to return only some of them, that's perfectly fine! Just follow our standard return process and clearly indicate which items you're returning.
International Returns
International customers are responsible for all return shipping costs and any customs fees incurred. We recommend using a trackable shipping method. Refunds will be processed in the original currency charged.
Cancellations
You may cancel your order within 24 hours of purchase for a full refund, provided the order has not yet shipped. Once an order has shipped, our standard return policy applies.
To cancel an order, contact us immediately at sonae.healthandwellness@gmail.com with your order number.
Store Credit
If you prefer, we can issue store credit instead of a refund to your original payment method. Store credit never expires and can be used on any future purchase.
Contact Us
If you have any questions about our return policy or need assistance with a return or exchange, please contact us:
Sonaé Email: sonae.healthandwellness@gmail.com
Website: sonaesonaewellbeing.com
We're here to help and committed to ensuring your complete satisfaction with every purchase.
Thank you for choosing Sonaé for your premium Korean skincare and wellness needs!