Refund policy
RETURNS POLICY
Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us using the Returns Form.
Please note that Eco By Sonya Driver are not responsible for any return shipping costs.
If you have opened your products and have another concern, please complete the Returns Form.
We do not accept returns on our Professional Solutions unless they fall within the ACCC Consumer guarantee. We do not offer any returns on free products.
Products must be purchased using one of the payment options available on our website to be eligible for a return or store credit.
HOW IT WORKS
- Get in touch: To request a return, please fill the Returns Form. Please ensure you contact us before sending your item back to us – it makes the process a lot easier.
- We’ll get back to you: One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.
- Pack & Send: Pack up your item carefully and send it to us. Make sure you include a note inside your returned parcel with your name and order number.
- Then what happens? Allow up to 14 days for processing the store credit or exchange.
FREQUENTLY ASKED QUESTIONS:
For more FAQs, click here.
- My item arrived broken or faulty.
For items that arrive broken or damaged, take an immediate photograph of how they arrived in the original packaging and go to the Returns Form and we will guide you through the returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to chat with you.
- What happens if I change my mind?
Should you wish to return an item that you’ve purchased, please fill the Returns Form within 21 days of receiving your product. You will need to ship* us back the item, unopened and unused, within 21 days of receiving your product and within 7 days of contacting us, and a store credit (in the form of a Gift Voucher) will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advised that proof of purchase must be provided.
*Shipping costs will not be refunded by Eco By Sonya. We recommend that you return items using a trackable postage method. Eco By Sonya will not be held liable for parcels lost in transit.
- I have been sent the wrong item.
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and please fill the Returns Form. Contact us within 7 days of receiving your order.
- What is the policy for returning items purchased in store?
Products purchased through a stockist may be returned us by filling the Returns Form. We strongly recommend you keep your receipt.
- What if I enter the wrong delivery address or order details/products?
In the event you have incorrectly entered information please reach out hello@ecobysonyadriver.eu to update information or cancel an order. As all orders and shipping labels are automated we can not guarantee that our online orders team will be able to intercept the order prior to it being dispatched.
Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
Eco By Sonya will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.