Refund policy
Last Updated: August 30, 2026
We want customers to have clear information about returns and refunds before making a purchase. This policy explains the return process for orders placed through https://www.sontsion.com/.
Nothing in this policy limits any non-excludable consumer rights that may apply under the laws of the customer's country or region.
30-Day Return Window
To use our 30-day commercial return policy, customers must contact us with a return request within 30 days of delivery.
Please contact us at hello@sontsion.com before sending the item back. Include your order number and a brief explanation of the return request so that we can provide the applicable return instructions.
The returned parcel does not need to arrive at our UK return address within the 30-day request window, provided the return request was submitted within that period and the item is subsequently returned in accordance with our instructions.
Return Eligibility
For a change-of-mind return, the item should be returned in substantially the same condition in which it was received, unused and undamaged, with the original packaging, tags, accessories, and other included components where applicable.
Please provide your order number or other reasonable proof of purchase so that we can identify and process the return.
Customers may reasonably inspect an item after delivery. A return may be affected if an item has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect it, subject to any rights required by applicable law.
Return Method
Returns are accepted by mail.
Please contact us before sending a return so that we can provide the applicable instructions and help ensure the package can be correctly identified when received.
Return Address
20 Panama Rd, Burton-on-Trent, DE13 0SQ, United Kingdom
Although this is also our business address, customers should not send an unsolicited return without first contacting us because this may delay identification and processing of the package.
International Returns
Our return address is located in the United Kingdom. Customers returning an item from the United States or another country outside the United Kingdom should be aware that the return shipment may require international postage.
International return shipping costs may vary depending on the customer's location, parcel size and weight, shipping service, and carrier.
For eligible change-of-mind returns, the customer is responsible for the applicable return shipping cost unless otherwise required by law.
Return Shipping Costs
For an eligible change-of-mind return, the customer is responsible for the return shipping cost.
We recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.
If an item is damaged, defective, incorrect, or another issue is attributable to Sontsion, please contact us before returning it. We will review the issue and provide the appropriate return or resolution instructions, including applicable return shipping arrangements where required.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or materially different from the item ordered, please contact us as soon as reasonably possible.
Include your order number, a description of the issue, and photographs where reasonably necessary to help us review the problem.
Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, refund, or other available remedy.
Restocking Fee
Sontsion does not charge a restocking fee.
Return Inspection
After a returned item is received, we normally review its condition and the return information within 1–3 business days.
We will confirm whether the return has been approved or whether additional information is reasonably required.
The inspection process does not limit any non-excludable rights that may apply to faulty, damaged, or misdescribed goods.
Refunds
Approved refunds are normally issued to the original payment method used for the purchase.
After an eligible refund has been approved, Sontsion normally issues the refund within 1–3 business days.
After a refund is issued, your bank, card issuer, or other payment provider may require additional processing time before the funds appear in your account.
Sontsion does not control the processing time required by a bank or payment provider after a refund has been submitted.
Original Shipping Charges
Because Sontsion currently offers free standard shipping where shown at checkout, there is normally no standard outbound shipping charge to refund for those orders.
If a paid shipping option or another delivery charge applies to a particular order, any refund of that amount will be handled in accordance with the applicable purchase terms and any mandatory consumer rights.
Order Cancellation Before Dispatch
If you need to cancel or modify an order before dispatch, please contact us as soon as possible.
We will try to accommodate the request if the order has not already entered a stage where cancellation or modification is no longer reasonably possible.
We cannot guarantee that an order can be changed or cancelled after processing has begun. This does not limit any statutory cancellation or other mandatory consumer rights that may apply.
Additional Rights for UK Consumers
Where United Kingdom consumer law applies to an online purchase, customers may have statutory cancellation rights in addition to our 30-day commercial return policy.
For qualifying distance sales, a UK consumer generally has 14 days after receiving the goods to notify the seller of a decision to cancel, followed by a further 14 days to return the goods. Certain legal exceptions may apply.
Where a statutory cancellation right applies, refunds and return costs will be handled in accordance with applicable UK consumer law.
UK consumers may also have separate statutory remedies where goods are faulty, not as described, or otherwise fail to meet applicable legal requirements. These rights are not reduced by this commercial return policy.
Late or Missing Refunds
If we have confirmed that a refund was issued but it has not yet appeared in your account, please first allow for any additional processing time required by your bank, card issuer, or payment provider.
If you still have concerns, contact us at hello@sontsion.com with your order number and refund confirmation so that we can review the available transaction information.
Contact Information
For return or refund questions, please contact us using the information below.
Store Name
Sontsion
Website
https://www.sontsion.com/
Email
hello@sontsion.com
Phone
+44 7116 716989
Business Address and Return Address
20 Panama Rd, Burton-on-Trent, DE13 0SQ, United Kingdom
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM ET
Sunday: Closed