Refund policy

Eligibility for making returns

Items eligible for return are: 

• New, unused Items
• Defective items

We hope you love each item you purchase from us, but if you are ever unsatisfied with your product, we will accept returns on ONLY new, unused items.

We hold ourselves to a high-quality standard, and we take great care to never send a customer a product we wouldn't use ourselves. However, if you receive a defective item, please contact us within 5 days from delivery so that we can assess the issue and make things right. We may ask you to send images and videos of the defective item for prior assessment.

Once received, all returns will undergo inspection before refunds can be approved or denied. If the fault is ours, we will process you a refund.

A defective item may include a manufacturing or packaging issue that materially affects the product’s quality, safety, or usability, such as a leaking container, faulty dispenser, broken seal, incorrect product, or other product-related issue that occurred before or during fulfillment.

Because our products contain natural and botanical ingredients, minor variations in color, scent, texture, or appearance may occur between batches and do not necessarily indicate a defect. Natural settling or botanical particles may also be present when applicable.

A request for refund must be submitted within 5 days from delivery, and approved items must be returned within 10 days from delivery. *Customers are responsible for shipping charges on all returns*.

Items eligible for return with us must have been purchased directly from soniaseden.com.

Damaged items during shipping

A shipping-damaged item may include a product that arrives broken, cracked, leaking, or otherwise damaged as a result of transit.

If your order arrives damaged, please contact us within 5 days with photos of the product and packaging. We'll work with you provide a solution. Make sure you retain the original packaging until your claim has been resolved. You would need to provide the with your claim multiple photos and at least one video of:

• the damaged product showing different angles of the damage
• the damaged shipping box, outside and inside
• A short description of what happened

Photos and information submitted with a claim must accurately represent the condition of the order as received. Altered, manipulated, staged, or intentionally misleading images or information may result in the claim being denied and may affect eligibility for future purchases, refunds or replacements. We reserve the right to request additional documentation when necessary to verify a damage claim.

How to make a return request

1. Make sure you meet the eligibility criteria
   
   
2. Email us through our contact page with your reason for returning the item(s). Be sure to include your order number (this will make it faster to process your return)
   
   
3. Once your return is authorized, you will also receive the return address in your mailbox.
   
   
4. Pack and seal the product in the original shipping box, then ship. Kindly ensure the items inside the box are properly secure; we would not be able to process a refund if items arrive to us damaged.
   
   
5. We recommend adding a shipment tracking to ensure visibility of the shipment in transit. We will not be liable for any lost packages.
   
   
6. After we inspect your return, we will send you an email to notify you that your refund has been approved, or explain why it has been rejected. Once approved, we'll issue your refund to your original method of payment. Kindly allow up to 7 business days for your refund to be processed and posted back to your bank account.

Remember that we're unable to approve returns for orders older than 10 days from when your order was delivered, or products that are no longer in new, unopened condition. If you decide to return products outside the above conditions stated, we will not be able to process a refund for you, or send back the products you returned.

 

Gift Card Policy

All Sonia’s Eden gift card purchases are final and non-refundable. Gift cards cannot be returned, exchanged for cash, or redeemed for cash, except where required by applicable law.

Gift cards may be used toward eligible purchases at Sonia’s Eden and can be used until the available balance has been fully redeemed. Gift cards cannot be used to purchase additional gift cards.

Please treat your gift card like cash. Sonia’s Eden is not responsible for lost, stolen, damaged, or unauthorized use of gift cards. We are unable to replace or refund gift cards that are lost or used without the purchaser’s or recipient’s authorization.

If the total purchase exceeds the gift card balance, the remaining amount may be paid using another available payment method.

Sonia’s Eden reserves the right to refuse, cancel, or limit gift card transactions where fraud, misuse, or unauthorized activity is suspected.

Questions about your gift card? Please contact us and we’ll be happy to help.