Submit your request
Use your secure customer account for eligible fulfilled items, or contact support for faults, missing items or help with an order.
Son&Sara · Customer care
Returns & Refunds,
Made Simple.
Your peace of mind matters to us. If something isn't right with your Son&Sara order, we're here to help.
Sign in with the email used for your order and its verification code. Open your order, select an eligible item, choose a reason and add a note. Submitting a request does not approve a return or issue a refund.
Can't find your order or a return option? Contact us. Portal availability does not limit your consumer rights.
A clear path forward
How it works
We review your order
We assess the issue and may ask for reasonable supporting information. We'll explain the next steps and any return arrangements.
Receive your resolution
Depending on the issue and your rights, this may be a repair, replacement, refund or another appropriate remedy. We'll confirm what has actually been arranged.
When something isn't right
We're here to help with:
- Faulty products or a light that stops working.
- Damage on arrival or an incorrect product.
- Missing items, parts or accessories.
- A product that does not perform as reasonably expected or match its description.
Tell us what happened, the affected item and the outcome you are seeking. Please keep the product while we assess your request.
Helpful answers
Returns & refunds questions
How do I request a refund?
Choose Request a Return, sign in and open your order. Select the eligible items, reason and quantity, then submit your request. For a refund without a physical return, an unavailable return option or an unfulfilled item, contact support. We'll review the request before any refund is processed.
What if my product arrives damaged or incorrect?
Contact us with your order number and a description. Photos of the product and packaging can help; if we need more evidence, we'll explain what is reasonable. Please do not send identification documents, payment card details or unrelated personal information.
What if my UV light stops working?
Stop using it if it appears unsafe. Contact us and describe the fault. Consumer guarantees can apply beyond a supplier's warranty or claim window. For a major failure, you may choose a refund or replacement; a minor issue can be remedied within a reasonable time.
Do I need to return the product?
We may need to assess or receive the affected item. We'll tell you whether a return is needed and provide instructions. Some cases can be resolved without return shipping; this is assessed individually.
Who pays for return shipping?
If a fault is confirmed, we reimburse reasonable return costs you've paid. Keep your receipts and contact us about postage first. We arrange collection where the law requires it for goods that cannot reasonably be returned. Any agreed voluntary change-of-mind return has its postage terms confirmed separately.
How long does a refund take?
A request or return approval is not a completed refund. We'll notify you when a refund has been processed through Shopify. The time it appears in your account depends on your bank and original payment provider; we'll share the available timing for your payment method.
Can I exchange my product?
Contact support to discuss a replacement or exchange. The account portal collects return requests; we'll arrange any appropriate replacement separately. Availability and the remedy depend on the circumstances and your consumer rights.
What happens if I bought a bundle?
Tell us how many lamps are affected and which parts or accessories are involved. A bundle can be assessed by its individual components. Any partial refund is based on the amount paid and Shopify's order allocation, including discounts and rounding. We won't assume that one affected item means the whole pack must be refunded or returned.
Can I cancel my order before it ships?
Contact us promptly. We'll check whether processing can still be stopped. Cancellations are reviewed manually and aren't guaranteed once fulfilment has begun. This does not affect any rights you have under law.
Can I return an item if I change my mind?
We don't offer a general change-of-mind return guarantee. You can contact us to ask about an exception, which we review case by case before agreeing to any return. This voluntary policy is separate from your rights when goods are faulty, unsafe or otherwise fail a consumer guarantee.
How do I send photos or a video?
If supporting evidence is needed, reply to our support email or email sonandsara@gmail.com with your order number. Photograph only the product and relevant packaging. For a large video, ask us for suitable transfer instructions. Don't share account verification codes or card details.
Here to help
Let's put things right.
If your account doesn't show a return option, or you need help with a missing item, contact Son&Sara directly. Include your order number and a short explanation.
Email: sonandsara@gmail.com
Your consumer rights come first.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law. Our goods come with consumer guarantees that cannot be excluded. Remedies depend on the nature and seriousness of the problem; our supplier's decisions do not determine your rights against Son&Sara.
Learn more from the ACCC.