Refund policy

 

We hope you’re delighted with your order. If you have any issues with items such as damage, stain and sizes and would like to return/exchange simply email us at cs@sonderlab.co or Whatsapp our Customer Service.

 

Return & Exchange Procedure:

  1. We only accept complaint item within maximum 1 days after the package is received by customer. After that, the order is considered received in good condition, and any form of complaint will not be accepted.
  2. The products must be returned to Sonderlab maximum 2 days after customer confirm to our Customer Service via WhatsApp or Email.
  3. When we have processed your complaint and there is no confirmation or feedback within a maximum of 2 days, the issue is considered resolved (case closed).
  4. Please note that customer will be charged with all the shipping payment (Customer to warehouse & Warehouse to customer). For product size exchange.
  5. Customer will not be charged for shipping payment if the problem is from our side. (Customer only be charged for shipping payment from Customer to Warehouse). 

Return & Exchange Policy:

  1. Customers must provide an unboxing video and photo as part of the claim process for any issues related to the product. The photos include; the item(s) you have received and barcode that comes with the product’s package.
  2. The unboxing video and photo should be clear, unedited, and of sufficient quality to accurately depict the condition of the product and its packaging upon receipt.
  3. The products that allowed to be exchange are upgrade sizes (if you find it too big or small). The product will be exchanged with the same product in the desired size only if the stock is available. For free size or all size product, it cannot be returned or exchanged. Please check size chart on the product before checkout.
  4. Clothing must be returned unworn, undamaged, unwashed & unused with all the tags still attached & packaging included.
  5. Once we receive the product that will be exchanged, we will check the condition of the product first before sending back the replacement. The replacement will be sent within a maximum of 14 working days.
  6. We will exchange or refund your product accordingly within maximum 14 working days.
  7. Refund can only be processed if error made by Sonderlab.
  8. We cannot accept any claims of damaged or missing items without proof or evidence. 

Non-Exchanged & returned items include:

  1. Sale Items and Coupon Discount Application
  2. Fine Jewelry & Jewelry
  3. Eyewear
  4. Lingerie & Swimwear
  5. Aesthetic Pleasure Leather Goods
  6. Toga Archives and Toga Pulla Footwear