Refund policy

1. We want you to be completely satisfied with your purchase. You may return eligible items within 14 calendar days of receiving your order for a refund, store credit, or exchange, subject to the conditions outlined below depending on your location.

2. European Union Consumers (Statutory Right of Withdrawal) If you are a consumer residing in the European Union, you have the statutory right to withdraw from your online contract within 14 days without providing any reason.

  • Refunds: If you exercise this right within the 14-day period, we will refund the full cost of the item(s) and the original standard delivery costs.

  • Condition of Items: Under EU law, you have the right to inspect and try on the goods to establish their nature, characteristics, and fit. However, you are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish these characteristics. In other words, if the items were not returned in full, the compensation may be proportionally diminished, and if the items returned in unusable condition (e.g. due to stains, burns, holes etc.), the refund may be nullified.

  • Digital Withdrawal Function: To make the cancellation process seamless and compliant with EU regulations, you can initiate a return directly on our website. Simply navigate to our Returns page and click the "Withdraw from contract / Return item" button, or email us directly at portal@son27.com.

3. United States and Non-EU Consumers For customers located in the United States and other countries outside of the European Union, the following terms apply to all returns:

  • Customs Duties and Taxes: Any import duties, customs fees, or local taxes paid upon delivery are non-refundable. Your refund will consist solely of the purchase price of the returned goods.

  • Original Shipping Costs: The original shipping costs incurred to send the order to you are strictly non-refundable.

  • Condition of Items: Items must be returned in perfect, unused condition. If there is any sign of wear, alteration, or if any original tags have been removed, the return will be rejected. The goods will be sent back to you, and you must bear the cost of reshipping.

4. Return Shipping Costs Regardless of your location, the customer is responsible for bearing the direct cost of returning the goods to our fulfillment center. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item and we are not liable for returns lost in transit.

5. Undeliverable and Delivered Packages

  • Correct Address: Please ensure your delivery address is correct and secure. We are not responsible for items not received due to an incorrect or incomplete shipping address provided at checkout.

  • Undeliverable Items: Packages marked as undeliverable and returned to us by the courier will be reissued only when they are physically received back at our facility. The customer will incur a re-shipping fee for the second delivery attempt.

  • Delivered Items: We are unable to issue refunds, store credit, or replacements for any packages that have been confirmed as successfully delivered by the courier to the address provided.

6. How to Initiate a Return To initiate a return, please ensure your request falls within the 14-day window, and the condition of the items comply with this Policy. Then please visit our returns portal: https://nb0yye9s.returnscenter.com and fill in the required data. You can chose to either receive shipping labels from us, print them out, attach to the return package and give the package to the carrier, OR send the package yourself to our warehouse. 

If you need help with your return, you can contact us at: portal@son27.com, or whatsapp: +372 5333 0317 (please get your order number and the reason for the return ready).

No requests for order changes, cancellations, or returns will be attended to outside of this policy framework.