Refund policy

 RETURNS AND REFUNDS

This policy applies to products sold by sonyajoo and fulfilled by ebebek through Shopify Collective. Contact us at info@sonyajoo.shop or +44 7457 793296 with your order number to request a return or report a problem. Please do not send an item back until we provide return instructions.

CHANGE-OF-MIND RETURNS

The Shopify Collective return window for these products is 30 days from the order date. This voluntary window does not limit your statutory rights. For eligible online goods purchases, UK customers normally have 14 days from delivery to notify us of cancellation and a further 14 days to return the goods. Statutory exceptions and rights apply even if the voluntary window has ended.

For a voluntary return, eligibility can depend on the product and its condition. ebebek’s published UK return information says products should generally be unused and in the condition received, with original packaging and all parts; bundles should be returned complete. Some products identified on their product page as non-returnable for hygiene reasons may be excluded from change-of-mind returns where the law allows. You may handle goods as needed to establish their nature, characteristics and functioning. These conditions do not remove your rights if an item is faulty, misdescribed or otherwise does not meet the contract.

RETURN LABELS AND FEES

Our Shopify Collective connection asks ebebek to provide a return label within two days of an eligible return request. We will send you the label or instructions and confirm any postage charge before you send the item. The connection currently records no label fee or restocking fee payable by our store to the supplier; this does not itself determine any customer-paid postage. Do not use ebebek’s direct-store return portal for an order placed with sonyajoo unless we specifically direct you to it.

REFUNDS AND DECLINED REQUESTS

Shopify Collective is configured to issue your refund automatically after ebebek refunds our store. If the supplier declines or cancels a return, we manually review the request. We remain responsible for any refund or other remedy required by law. Statutory cancellation refunds will be made within the applicable legal deadline and to the original payment method unless another method is agreed. Supplier processing does not extend that deadline.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED ITEMS

Contact us with your order number and a description of the issue; photographs can help. We will arrange the appropriate remedy under the Consumer Rights Act 2015, which may include repair, replacement, price reduction or refund depending on the circumstances. Faulty-goods rights are separate from change-of-mind returns.

CANCELLATIONS

If you want to cancel before dispatch, contact us as soon as possible. We will ask the supplier to stop fulfilment, but cannot guarantee cancellation once an order has entered dispatch. If it has been dispatched, your statutory cancellation and return rights still apply.

CONTACT

SONYA JO ADAM, trading as sonyajoo
127 Upland Road, St Helens, WA10 3PJ, United Kingdom
info@sonyajoo.shop | +44 7457 793296