Refund policy

Returns and statutory rights

Statutory rights

Nothing in this policy excludes, restricts or replaces any right or remedy that cannot be excluded under applicable consumer law. The voluntary change-of-mind conditions below do not apply to goods that are faulty, damaged on arrival, incorrect or not as described, or where applying those conditions would limit a mandatory consumer right.

Hong Kong voluntary change-of-mind returns

For orders delivered in Hong Kong, we voluntarily accept a change-of-mind return request made within 7 calendar days after delivery. This is an additional store benefit and is not a statutory cooling-off period.

To qualify, the necklace must be unworn, unused, undamaged and in resaleable original condition, with any supplied tags or security seals intact. The complete presentation set must be returned, including the necklace, supplied accessories, presentation box, pouch, original packaging and message card. After return instructions are issued, send the parcel by a tracked service within 7 calendar days.

The customer pays tracked return postage for a voluntary change-of-mind return. Paid express delivery and other optional outbound charges are not refundable. Please obtain return instructions before sending the parcel. Parcels sent without instructions may not be processed as voluntary returns. This does not affect any mandatory consumer right.

Message cards

A card handwritten with the exact message you provide is personalised. For a Hong Kong voluntary change-of-mind return, the complete presentation set, including the card, must be returned. The card itself has no separate refundable value.

Where mandatory consumer law applies, a missing or personalised card will not by itself be used to refuse a lawful claim or an otherwise valid cancellation of a standard, unaltered necklace. Personalisation never limits rights relating to goods that are faulty, damaged, incorrect or not as described.

Faulty, damaged, incorrect or not-as-described goods

These claims are separate from the voluntary change-of-mind policy. Contact us through the Contact page with the order number and a description of the issue. Photographs may help us assess the matter but are not a substitute for legal rights. Sonsie will cover reasonable return costs for confirmed faulty, damaged, incorrect or not-as-described goods and provide the remedy required by applicable law.

Refund processing

After we receive and inspect the return, we will notify you of the outcome. Approved refunds will be issued to the original payment method within 5 business days. Your bank or payment provider may take additional time to post the refund. Any shorter mandatory deadline under applicable law prevails.

International consumers

If consumer law in the delivery destination provides a longer cancellation period or stronger rights, those mandatory rights apply. Customers are responsible for direct change-of-mind return postage only where permitted by law and disclosed before purchase.

For UK distance orders, where the statutory cancellation right applies, tell us within 14 days after delivery, then send the goods back within the following 14 days. No reason is required. We will refund the product price and the least expensive standard outbound delivery charge as required by law. Handling beyond what is needed to inspect the goods may result in a deduction for proven diminished value.

For Australian consumers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These rights are separate from any voluntary change-of-mind offer. Original packaging, tags and message cards are not required for a claim under the Australian Consumer Law.