Return & Refund Policy

Effective: 19 March 2026

Policy Summary

We accept returns for damaged or defective items only, within 48 hours of receipt, with photographic evidence. No returns for change of mind or natural wood variation. Refunds are issued via bank transfer within 3–5 business days.

What We Accept

We accept returns for damaged or defective items only, within 48 hours of delivery. Eligible cases:

  • Items damaged in transit
  • Incorrect item received

Return Process

  1. Send clear photos of the damage via Instagram DM, LINE, or email to [email protected] within 48 hours of receiving your order.
  2. We will review your request and respond within 24 hours.
  3. If approved, ship the item back with a tracking number (we cover return shipping for eligible cases).
  4. Refund issued via bank transfer within 3–5 business days of receiving the returned item.

What We Do Not Accept

  • Returns for change of mind
  • Custom orders — made specifically for you and cannot be returned, except in cases of transit damage
  • Natural variation in wood grain, colour, and dimensions — this is the character of handcrafted mango wood, not a defect (see below)
  • Minor differences from product photos — each piece has a unique grain, so the exact pattern you receive will differ from photography
  • Damage from improper use or care (soaking in water, dishwasher, extreme heat or sunlight)

A Note on Natural Wood Variation

Every mango tree has its own grain pattern, colour shifts, and texture. The piece you receive may show streaks, knots, tonal variation, or grain directions that differ from the website photo. These are not flaws — they are proof that your piece is genuinely handmade and one of a kind. We believe this is what makes each Sonae & Co. object worth owning.

Contact

[email protected] · LINE: @sonae