Return & Refund
We want you to feel confident when shopping with Sol By Sona. Every order is packed with care, but if something goes wrong, we'll do our best to make it right.
No Refunds
- All Sol By Sona orders are non-refundable.
- We do not offer refunds to the original payment method under any circumstances.
- If your order has an eligible issue, we will offer the resolution described below.
Orders Cannot Be Cancelled After Payment
- All orders are prepaid and processed after payment is completed.
- Once an order is placed, it cannot currently be cancelled.
- Please check your products, variant, quantity, delivery address, and other order details carefully before placing your order.
Received the Wrong Product?
If you receive a product that is different from what you ordered, don't worry — we'll help you sort it out.
- You may keep the wrongly delivered product as a gift from us.
- We will either reship the product you originally ordered at no additional cost, or provide a Sol By Sona store gift card for the value of the originally ordered product.
- You will not be charged for the replacement or store gift card.
Received a Damaged Product?
If your jewellery arrives damaged, please contact us and we'll help you with the next steps.
- We can ship a new piece of the same product at no additional cost.
- Alternatively, we can provide a Sol By Sona store gift card for the value of the damaged product.
- No additional payment is required for the replacement or store gift card.
📹 Your Uncut Opening Video Is Important
Please record an uncut video while opening your package. This is mandatory for any wrong-product or damaged-product claim.
The video should:
- Start before the package is opened.
- Clearly show the package and shipping label.
- Show the package being opened continuously.
- Clearly show the jewellery/product received.
- Remain uncut and uninterrupted from opening until the product is visible.
Why do we need this video?
We want to be completely transparent with you. The jewellery is supplied to us by our supplier, and our supplier requires an uncut opening video before accepting responsibility for a wrong or damaged product.
This requirement comes from our supplier's claim policy, not something we have created to make the process difficult for you.
Without the required opening video, our supplier may not accept the claim, which means we may not be able to provide a replacement or store gift card.
So please keep that camera recording when you open your package — it protects you and helps us help you. ❤️
Store Gift Cards
- Store gift cards are issued for the eligible product value.
- Gift cards can be used towards a future Sol By Sona purchase.
- Gift cards are not redeemable for cash or refunded to the original payment method.
- Any applicable terms shown with the gift card will apply.
Before You Open Your Package
We strongly recommend keeping your phone ready when opening your delivery.
A few minutes of recording can protect you if something isn't right with your order.
If there is a problem, please don't worry or feel that you have to figure it out yourself. Reach out to us and we'll guide you through the process.
Our Promise
We may not be able to offer refunds, but if we've sent you the wrong product or your jewellery arrives damaged, we'll do our best to make it right within the options available under our policy.
We want your experience with Sol By Sona to be simple, honest, and stress-free.
We're always happy to help. 🤍