Son&Sara | Returns & Refunds Policy
At Son&Sara, your comfort and confidence matter to us. We want every shopping experience to feel simple, secure and reassuring.
If something isn't right with your order, we're here to help you find an appropriate solution.
1. Our Return Policy
We accept return requests within 30 days of delivery for review.
Please note that submitting a return request does not automatically guarantee approval. Voluntary returns, including change-of-mind requests, are subject to our return conditions and approval from our fulfilment supplier.
For voluntary change-of-mind returns, products must generally:
- Be unused and in their original condition.
- Include their original packaging and accessories.
- Show no signs of damage caused by misuse or improper handling.
- Be accompanied by an order number or proof of purchase.
If our supplier approves the voluntary return and the applicable conditions are satisfied, we will provide instructions for proceeding.
Important: Supplier approval is not required for remedies customers are legally entitled to under Australian Consumer Law. Your statutory consumer rights are not limited to 30 days.
To request a return, please contact sonandsara@gmail.com.
2. Damaged, Defective or Incorrect Products
We take product quality and customer satisfaction seriously.
If your Son&Sara product arrives damaged, is defective, or differs from what you ordered, please contact us as soon as reasonably possible.
To help us assess the issue, we may request:
- Your order number.
- A description of the problem.
- Photographs or a short video, where reasonably necessary.
Our team will review the issue and determine the appropriate next steps.
Depending on the circumstances and your consumer rights, this may include a repair, replacement or refund.
We will not refuse a remedy required under Australian Consumer Law solely because our supplier declines reimbursement.
3. Change-of-Mind Returns
We understand that sometimes a product may not be quite what you expected.
If you've changed your mind about your purchase, you may contact us within 30 days of delivery to request a voluntary return.
Change-of-mind returns are not automatically guaranteed and are subject to:
- Approval from our fulfilment supplier.
- The product remaining unused and in its original condition.
- Original packaging and accessories being included.
- Any applicable return shipping arrangements.
Because Son&Sara works with an international fulfilment supplier, some change-of-mind requests may not be accepted.
If your request is approved, we will explain the return instructions and any applicable costs before you proceed.
These conditions apply only to voluntary change-of-mind returns and do not affect your statutory rights.
4. Return Shipping
Return shipping arrangements depend on the reason for the return and the circumstances of your order.
For voluntary change-of-mind returns:
If a return is approved, customers may be responsible for the cost of returning the product. We will provide the relevant return address and explain any applicable shipping requirements before you send the item.
For defective, damaged or incorrectly supplied products:
Return shipping and any associated costs will be handled in accordance with applicable consumer protection laws, including Australian Consumer Law.
Where a business is legally responsible for reasonable return costs, those costs will not be unfairly passed on to the customer.
Please do not send any products back without first contacting us and receiving return instructions.
Our fulfilment arrangements may require products to be sent to a specific authorised location.
For return assistance, contact sonandsara@gmail.com.
5. Exceptions and Non-Returnable Items
Certain products may not qualify for voluntary change-of-mind returns, including:
- Products that have been installed or used.
- Products damaged through misuse or improper handling.
- Products missing essential accessories or components.
- Products that do not satisfy the approved supplier return conditions.
- Gift cards, where applicable.
Sale items and discounted bundle purchases may still be eligible for voluntary returns where approved.
These exceptions do not remove or restrict your rights under Australian Consumer Law.
6. Exchanges and Replacements
If your Son&Sara product is defective, damaged or incorrect, please contact us so we can assess the issue.
Depending on the circumstances, we may arrange an appropriate repair, replacement or refund.
Voluntary exchanges are subject to supplier approval and product availability.
If you've purchased a bundle, please provide your order details and specify which product is affected.
For assistance, email sonandsara@gmail.com.
7. How to Request a Return
We've made the process as straightforward as possible.
Step 1 — Contact Our Team
Email sonandsara@gmail.com or submit a request through our website's returns system, if available.
Step 2 — Provide Your Order Details
Include your order number, the product involved and the reason for your request.
Step 3 — Request Review
Our team will review your request and, where appropriate, coordinate with our fulfilment supplier.
Step 4 — Receive Instructions
We'll explain whether a return is required, where to send the product if applicable, and the available resolution.
For voluntary returns, please wait for approval before shipping anything.
For products covered by statutory consumer guarantees, we will provide the remedies required by applicable law.
8. Refunds
If a refund is approved or required under applicable consumer law, we will process it through the original payment method where supported.
After the refund has been issued, funds may take approximately up to 10 business days to appear in your account, depending on your bank or payment provider.
For approved voluntary returns, refunds may be processed after the returned product has been received and assessed.
If more than 15 business days have passed since your refund was issued and you have not received the funds, please contact us at sonandsara@gmail.com.
Please note that approval from our fulfilment supplier may be required for voluntary change-of-mind refunds, but it does not override your legal consumer rights.
9. Order Cancellations
If you would like to cancel your order, please contact us as soon as possible at sonandsara@gmail.com.
As Son&Sara works with an external fulfilment supplier, orders may enter processing shortly after being placed.
We will attempt to accommodate cancellation requests before dispatch, where possible.
Once an order has been dispatched, cancellation may no longer be possible through our standard fulfilment process.
If your order has already shipped, please contact us to discuss the available options.
Your statutory consumer rights remain unaffected.
10. International Orders
For customers outside Australia, return arrangements may vary depending on the destination, applicable consumer protection laws and shipping requirements.
Please contact us before arranging any international return.
Customers in the European Union or European Economic Area may have additional statutory withdrawal rights, including a 14-day cancellation period for eligible distance purchases, subject to applicable exceptions.
Any applicable statutory rights take precedence over our voluntary return conditions.
11. Your Rights Under Australian Consumer Law
At Son&Sara, we respect and uphold your rights under Australian Consumer Law.
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Our voluntary return conditions, supplier approval requirements and return timeframes do not exclude, restrict or modify these statutory guarantees.
If a product fails to meet an applicable consumer guarantee, Son&Sara remains responsible for providing the legally required remedy, regardless of whether our fulfilment supplier agrees to reimburse us.
12. Contact Son&Sara
Have a question about your order, return eligibility or refund status?
We're here to help.
Customer Support: sonandsara@gmail.com
Brand: Son&Sara
Email: sonandsara@gmail.com
We aim to make every interaction with Son&Sara as smooth and reassuring as possible.
Son&Sara — Thoughtful Comfort. Everyday Confidence.
Last updated: 14 October 2026