Refund policy

Returns and Refunds Policy

We want you to love your SONDER purchase.

Because our products are made specifically to your chosen personalisation, personalised items cannot be returned or exchanged simply because you change your mind, choose the wrong personalisation, or no longer want the item.

Please carefully check your personalisation and product selection before placing your order.

This policy does not affect your rights under the Australian Consumer Law.

If your order arrives damaged, faulty, defective, or different from what you ordered, please contact SONDER as soon as possible with your order number, a description of the issue, and clear photos where applicable.

We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a replacement or refund.

Please contact us before returning any product. We will provide instructions for the next steps, including any return arrangements required. You do not need to contact our fulfilment suppliers directly.

Where a refund is approved, it will be issued to the original payment method used for the purchase.

SONDER will process approved refunds as promptly as reasonably possible. The time it takes for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

Our policies do not exclude, restrict, or modify any rights you have under the Australian Consumer Law. These rights cannot be taken away by our store policies.

Nothing in this policy limits your rights to a repair, replacement, or refund where you are legally entitled to a remedy under Australian Consumer Law.