Returns, Refunds & Claims Policy
At Sonnet Commercial, our goal is to ensure every order meets the standards required for hospitality, workplace, and commercial environments. This unified policy covers returns, refunds, exchanges, damage claims, and defect claims for all customers.
1. Eligibility
1.1 Eligible Items
- Unused, unassembled, and in original packaging
- Return request submitted within 30 days of delivery
- Product is not custom, made‑to‑order, or final sale
- Return approved and assigned an RMA (Return Merchandise Authorization)
1.2 Not Eligible
- Custom or made‑to‑order products
- Final sale or clearance items
- Items damaged due to misuse or improper assembly
- Items returned without original packaging
- Outdoor damage on indoor‑rated products
2. Condition Requirements
Items must be unused, in original packaging, fully repackaged for safe transit, and palletized for freight returns. Items returned without proper packaging may be rejected or incur additional fees.
3. Freight & Oversize Returns
3.1 Freight Return Requirements
- Palletized
- Wrapped and protected
- Accessible for carrier pickup
3.2 Freight Return Fees
- Return freight charges
- Oversize surcharges
- Liftgate fees (if required)
3.3 Oversize Items
Oversize items (sofas, sectionals, large tables, case goods, benches, umbrellas) require freight return and may incur additional surcharges.
4. Fees
4.1 Restocking Fee
A 15–25% restocking fee may apply depending on the manufacturer and product category.
4.2 Return Shipping
Customers pay return shipping unless the item is damaged, defective, or incorrect.
4.3 Packaging Replacement Fee
If packaging is missing or unusable, a replacement fee may apply.
5. Damage, Defects & Claims
5.1 Visible Damage
If damage is visible at delivery, note it on the delivery receipt, photograph the damage, and refuse delivery if severe.
5.2 Concealed Damage
Concealed damage must be reported within 48 hours of delivery.
5.3 Defective Items
Eligible for replacement, repair, or refund.
5.4 Buyer’s Remorse
Returns due to change of mind are accepted only if unused, in original packaging, and the customer pays return freight and restocking fees.
6. Refunds
Refunds are issued to the original payment method and may include product cost (minus restocking fees), applicable taxes, and shipping fees only if the return is due to a Sonnet Commercial error or product defect.
6.1 Refund Processing Time
Refunds are typically processed within 5–10 business days after inspection.
7. Order Cancellations
Orders may be canceled within 24 hours of purchase for a full refund. After 24 hours, cancellations may not be possible if production or shipping has begun. Custom and made‑to‑order items cannot be canceled once production starts.
8. Freight Refusals
If a shipment is refused without prior authorization, return shipping fees and restocking fees may apply. Refunds will be issued only after the item is returned and inspected.
Returns, Refunds & Claims FAQ
Can I return my item?
Yes — most items can be returned within 30 days if unused and in original packaging.
Do I need the original packaging?
Yes. Packaging is required for all returns, especially freight items.
Who pays for return shipping?
If the item is not damaged or defective, the customer pays return shipping and any freight/oversize fees.
Is there a restocking fee?
Yes — 15–25% depending on the item and vendor.
What if my item arrives damaged?
Document visible damage at delivery and report concealed damage within 48 hours.
Can I return freight or oversize items?
Yes — but they must be palletized and repackaged for carrier pickup.
How long do refunds take?
Refunds are issued 5–10 business days after inspection.
Do multi‑vendor orders return separately?
Yes. Refunds are issued once all items are inspected.