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1. Return and Exchange Period
In the EU, you have 14 calendar days from the date you received your wallet to return or exchange it. This period is strictly in accordance with EU consumer protection regulations to protect your legal rights. Please ensure you initiate the return or exchange process within this period; we will not be able to process returns or exchanges after this date.
2. Return and Exchange Requirements
Wallets must be returned in their original sales condition and have not been used, worn, washed, or modified in any way. All tags and labels must be intact and unremoved to demonstrate that the product is unused and in new, saleable condition.
The original packaging (such as the box, dust bag, etc.) must also be returned, and the packaging must be intact and not compromised for resale. The original packaging is an integral part of the product; missing or damaged packaging may affect your return or exchange rights.
For hygiene and safety reasons, accessories that come into close contact with the skin, such as the removable storage pouch inside the wallet, will not be accepted for return or exchange unless there is a quality issue.
3. Return and Exchange Process
3.1 Application
Please contact our customer service team at [email protected] to initiate the return or exchange process. Please be sure to include your order number and proof of purchase (such as a screenshot of the order, payment history, etc.). If your return is due to a product quality issue, please also include a photo or video clearly showing the issue so we can quickly verify the situation.
3.2 Packaging Preparation
After receiving confirmation from our customer service team that your return or exchange is acceptable, please securely package the wallet along with its original packaging, all accessories, tags, and your proof of purchase. Ensure that no further damage occurs during the packaging process.
3.3 Returning the Product
You must return the product to the address specified by us using the same or equivalent courier service as the original delivery service. We will clearly inform you of the specific return address in your communication. After shipping the product, please retain the tracking number and any relevant mailing receipts to track the shipment and follow up on the return or exchange process.
4. Costs
4.1 Returns
If you are returning an item for personal reasons (such as a change of mind or a size issue), you will be responsible for the return shipping costs. We will refund your original payment method, but the original shipping costs will not be refunded. For example, if you paid 10 EUR for shipping on a wallet that cost 50 EUR, you will receive a 50 EUR refund upon return, but the 10 EUR shipping cost will not be refunded.
If the return is due to a product quality issue, we will cover the return shipping costs. You can prepay the shipping costs and return the item. Once we receive and confirm the quality issue, we will refund the product price and the shipping costs you paid. The refund will be made to your original payment method.
4.2 Exchanges
For exchanges not related to quality issues (such as changing the style or color of the wallet), you will be responsible for the return shipping costs. We will ship your replacement item as soon as possible after receiving your returned item. Shipping costs will be borne by us. If the exchange is due to product quality issues, we will cover the return shipping costs to ensure a smooth exchange.
5. Refund and Exchange Processing Times
5.1 Refund
Once we receive your returned wallet that meets the exchange criteria, we will process the refund within 14 calendar days. The refund will be credited to your original payment account. The processing time may vary depending on your payment provider and bank. Generally, credit card payments may take 3-7 business days to arrive, while other payment methods may take 1-5 business days. Please be patient. If you have not received your refund after the estimated time, please contact us immediately.
5.2 Exchange
Once we receive your exchange wallet and confirm that it meets the exchange criteria, we will ship the replacement item within 7 calendar days. We will email you a shipping notification and tracking number for your new item to facilitate tracking. In the event of an out-of-stock situation, we will promptly discuss a solution, which may include offering you a similar wallet or issuing a refund.
6. Special Circumstances
6.1 Damaged or Lost Items
If your item is damaged or lost during return shipping, please contact the courier responsible for shipping and file a claim. Please inform us of the situation, and we will do our best to assist you. However, the risk of the item remains with you until it arrives at our designated address in good condition.
6.2 Invoice Handling
If you return your invoice with the item, we will process it accordingly when processing your return or exchange. If you are unable to return your invoice or it is damaged, this may affect your return or exchange process, and we may require you to provide additional valid documentation proving your purchase. For exchanges, if the price of the new item is different from the original, we will issue a new invoice.
7. Policy Changes
We may adjust this Return Policy based on changes to EU regulations, business operations, or other legitimate reasons. Upon any such changes, we will promptly publish the updated policy on sonderlyinc.com. For customers who purchased products before the policy change and within the return period, the return policy in effect at the time of purchase will apply. For customers who purchased products after the policy change, the new return policy will apply.
By clarifying this return policy, we aim to provide you with a clear, convenient, and EU-compliant shopping and after-sales experience. If you have any questions or need further assistance with your return or exchange, please feel free to contact our customer service team. We will be happy to assist you.