Refund policy
RETURNS POLICY
Your right of withdrawal (14-day cooling-off period)
As an EU customer, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason. For health and hygiene reasons, this right applies to items returned unopened and unused, with the hygiene seal intact.
To withdraw, use the "Withdraw from your order" link in our website footer to complete the Returns Form. We will reimburse the payment you made, including standard delivery, to your original payment method — or as store credit, if you'd prefer. You are responsible for the cost of return shipping.
Store credit
Outside the 14-day withdrawal period, we are happy to offer a store credit on items 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. Return shipping costs are not refunded.
If you have opened your products and have another concern, please complete the Returns Form.
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.
Faulty, damaged or incorrect items
If your item arrives broken, damaged, faulty, or is the wrong product, take an immediate photograph of how it arrived in its original packaging and complete the Returns Form. We will arrange a replacement or exchange at no cost to you, including return shipping, 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. Your statutory guarantee covers faults for up to two years from delivery.
HOW IT WORKS
- Get in touch: To request a return or withdrawal, please fill the Returns Form. Please contact us before sending your item back — 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. Include a note inside your parcel with your name and order number.
- Then what happens? For a withdrawal, we'll reimburse you within 14 days as above. For a store credit or exchange, allow up to 14 days for processing once we've received and inspected the items.
FREQUENTLY ASKED QUESTIONS:
For more FAQs, click here.
- My item arrived broken or faulty.
Take an immediate photograph of how it arrived in the original packaging and go to the Returns Form. For any item that arrives broken or faulty we will provide a replacement or exchange at no cost to you 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?
You have 14 days from receiving your order to withdraw, provided the item is unopened and unused with the hygiene seal intact — use the "Withdraw from your order" link or the Returns Form. Beyond 14 days, and up to 21 days from receipt, we're happy to offer a store credit (as a Gift Voucher, for online use) on unopened, unused items, issued once we've received and inspected them. You'll need to ship the item back within 7 days of contacting us. Proof of purchase must be provided. Return shipping costs are not refunded; we recommend a trackable method, as we can't be held liable for parcels lost in transit.
- I have been sent the wrong item.
Take an immediate photograph of your order as it arrived and 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 by filling the Returns Form. We strongly recommend you keep your receipt.
- What if I enter the wrong delivery address or order details/products?
Please reach out to hello@ecobysonyadriver.eu to update information or cancel an order. As all orders and shipping labels are automated we cannot guarantee that our online orders team will be able to intercept the order prior to dispatch. Please ensure correct post codes are entered, and add your company name if you're in an office building. Eco By Sonya will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.
MODEL WITHDRAWAL FORM
To Eco By Sonya Europe, hello@ecobysonyadriver.eu: I hereby give notice that I withdraw from my contract of sale of the following goods: __________ Ordered on / received on: __________ · Name: __________ · Address: __________ · Date: __________