Refund policy
Return & Refund Policy Last Updated: 10 July 2026
At Sonoma, we want you to love what you ordered. If something isn't right, we're here to help. This policy explains your statutory rights as a customer in the EU/EEA and Ireland, as well as our own returns process.
Your 14-Day Right of Withdrawal (EU/EEA & Ireland) If you live in the European Union, the European Economic Area, or Ireland, you have the right to cancel your order within 14 days without giving any reason.
The cancellation period expires 14 days from the day on which you (or someone you nominate) receive the goods. Where an order is delivered in several shipments, the period runs from the day you receive the last item.
To exercise your right to cancel, contact us at support@sonomaway.com with a clear statement of your decision (for example, your name, order number, and that you wish to cancel). You may use a model withdrawal form, but it is not required.
After telling us you wish to cancel, you must return the goods to us without undue delay and no later than 14 days from the day you notified us.
Refunds for Cancelled Orders If you cancel within the 14-day withdrawal period, we will refund all payments received from you, including the standard delivery cost. We do not refund any extra cost where you chose a delivery option more expensive than our standard option.
We will issue your refund without undue delay, and no later than 14 days from the day we are informed of your decision to cancel. We may withhold the refund until we have received the goods back, or until you have provided proof that you have returned them, whichever is earliest.
Refunds are made to your original payment method. Depending on your bank or payment provider, it may take a few additional days for the funds to appear.
Our 30-Day Returns Policy (Change of Mind) In addition to your statutory rights above, we offer a goodwill returns window of 30 days from delivery for change-of-mind returns.
To be eligible, items should be unused, in their original condition, and where possible returned in their original packaging, with proof of purchase or your order number.
Items That Cannot Be Returned For hygiene, safety, or legal reasons, the following cannot be returned unless they are faulty:
- Items made to order or personalised for you
- Gift cards
- Items marked as final sale or clearance
Your statutory right to return faulty, damaged, or misdescribed goods is not affected by this list.
Faulty, Damaged, or Incorrect Items If your order arrives damaged or defective, or you receive the wrong item, please contact us within a reasonable time of delivery at support@sonomaway.com. Please include your order number, a description of the issue, and clear photos of the product and packaging.
Where an item is faulty, damaged, or incorrect, we will cover the cost of return and provide a replacement or full refund, including original delivery charges, in line with your statutory rights.
Return Shipping Costs For change-of-mind returns and cancellations, you are responsible for the direct cost of returning the goods to us.
Where the return is the result of our error, or the item is faulty or damaged, Sonoma will cover the return shipping cost.
Exchanges The fastest way to get a different item is to return your original order and place a new one. For faulty or incorrect items, contact us and we will arrange a replacement.
How to Start a Return Email support@sonomaway.com with your order number and the reason for your return, and we will provide the return address and next steps.
Contact Us If you have any questions about returns or refunds, please contact us at: Sonoma 26600 221st Pl SE Maple Valley, WA 98038 United States support@sonomaway.com