Return and Refund Policy
Refund & Exchange Policy
At Sona Fey, all our products are carefully crafted, inspected, and quality-checked before dispatch.
All sales are final. We do not accept returns or exchanges on any items, except where required by applicable law.
Before placing your order, please review product descriptions, the size guide, measurements, and all product images carefully. If you need assistance with sizing or product details, please contact our customer support team prior to purchasing.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, incomplete, or incorrect item, please contact us within 48 hours of delivery.
Your claim must include:
- A clear photo of the full item received
- Close-up photos of the reported issue
- A photo of the shipping label
- Photos of both the internal and external packaging
- A description of the issue
- Your order number
Please retain all original packaging until your claim has been reviewed.
We will investigate the claim and provide an appropriate resolution where applicable.
Damage caused after delivery through wear, improper handling, alteration, tailoring, cutting, snagging, friction, storage, misuse, or other customer intervention is not considered a manufacturing defect.
Pre-Dispatch Quality Control
All Sona Fey orders may be subject to quality-control inspection before dispatch.
Sona Fey may retain photographs, videos, packing footage, parcel-condition records, shipping records, and other quality-control documentation showing the condition of the garment and packaging before shipment.
These records may be used when investigating damage claims, delivery disputes, payment disputes, or chargebacks.
Customs & Import Duties
International orders may be subject to customs duties, import taxes, and other fees imposed by the destination country. These charges are the sole responsibility of the customer unless otherwise stated at checkout.
If a parcel is returned due to refused or unpaid customs duties, failure to cooperate with customs or the carrier, an incorrect or incomplete shipping address, or refusal of delivery, all associated shipping, customs, storage, handling, and return costs may be deducted from any applicable resolution where permitted by law.
Payment Disputes & Chargebacks
If you experience any issue with your order, please contact Sona Fey Customer Care before initiating a payment dispute or chargeback so that we have a reasonable opportunity to investigate and resolve the matter.
Where a chargeback or payment dispute is initiated, Sona Fey reserves the right to contest the claim and provide relevant evidence to the payment provider, card issuer, issuing bank, or other relevant party.
Evidence may include, but is not limited to:
- Order and payment records
- Acceptance of our Terms & Conditions and policies
- Billing and shipping information
- Available payment verification information
- Carrier tracking information
- Proof of delivery
- Delivery photographs and/or signatures where available
- Pre-dispatch quality-control photographs or videos
- Packing footage
- Parcel-condition and weight records where available
- Customer service communications
- Information or photographs supplied by the customer
Fraudulent Claims, Chargeback Abuse & Debt Recovery
Sona Fey takes fraudulent claims, false representations, intentional damage, false non-delivery claims, and misuse of the chargeback process seriously.
Where a chargeback or payment dispute is raised without a valid basis and the available evidence confirms that the order was properly fulfilled and delivered, Sona Fey reserves the right to pursue recovery of the outstanding amount.
Unpaid amounts resulting from unjustified chargebacks may be referred to a third-party debt collection agency, legal representative, or other recovery service.
Where permitted by applicable law, the customer may also be responsible for reasonable costs incurred in recovering the outstanding amount, including collection agency fees, court filing fees, legal fees, interest, and other recoverable enforcement costs.
Where merchandise has been successfully delivered and retained by the customer while payment is subsequently reversed without a valid legal basis, the resulting unpaid amount may be treated as an outstanding debt owed to Sona Fey, subject to applicable law.
Sona Fey reserves the right to restrict or refuse future purchases associated with customers, accounts, addresses, payment details, or other identifiers involved in suspected fraudulent activity, false damage claims, intentional damage to merchandise, false non-delivery claims, or chargeback abuse.
Where appropriate, Sona Fey also reserves the right to take legal action in relation to fraud, intentional damage, false representations, or other unlawful conduct.
Contact Us
For any pre-purchase or order-related questions, please contact our customer support team.
We are happy to assist with sizing, product information, delivery questions, and order-related concerns before purchase.
Email: info@sonafey.com
