Return & 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, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at care@sosonaskin.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You will need a receipt or proof of purchase to request a return. Return postage must be paid by the customer, unless otherwise stated by customer support. We reserve the right to refuse a return due to damage or upon grounds of hygiene.
You can always contact us for any return question at care@sosonaskin.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
We are unable to accept items as a return once they have been opened, used or worn, including health and personal care items such as our Body Butters.
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.
If you change your mind on an item, we can offer an exchange. Contact us via the following method:
- Send us an email at: care@sosonaskin.com.
You are responsible for paying for all shipping costs when returning an item for an exchange unless otherwise stated by So Sona Skincare.
The time it may take for your exchanged product to reach you may vary, dependent on where you live.
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 hello@sosonaskin.com.
Returns Shipping
You are responsible for paying for all shipping costs when returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We recommend using a trackable shipping service of purchasing shipping insurance if you are shipping an item over £75. So Sona Skincare does not guarantee that we will receive your returned item.
Customers are responsible for paying any customs/ import duties on their purchases. So Sona Skincare accepts no responsibility for any unexpected additional fees made by anyone after your order has been shipped by us.
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.