RETURNS AND REFUNDS POLICY

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights. 

RETURNS WILL BE ACCEPTED FOR THE FOLLOWING REASONS

Damaged or faulty products:  We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty.

  • Incorrect orders or items received.

  • Items damaged during shipping.

EXCLUSIONS AND NON-RETURNABLE ITEMS

The following items are non-returnable:

  •  All sales items or discounted items are final unless an item is proven to be damaged or faulty.

  • Personalised or custom-made items.

TIMEFRAMES FOR INITIATING A RETURN

We ask that you let us know within 14 days of receiving them in the mail.

We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

  • send a replacement to you; or

  • provide you with a refund.

Please see details below on how to organise a return.

HOW TO RETURN PRODUCTS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

  1. To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via hello@sonnystudio.com.au.

  2. Pack and seal the item/s in their original shipping package and post them back to us.

  3. We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

  4. We recommend that you return the product via Registered post. Sonny Studio will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

RESTOCKING FEES OR RETURN SHIPPING COSTS

 Restocking fees or return shipping costs may apply in certain cases.

Customers will be notified of any applicable fees or costs during the return process.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

  •  If the item is damaged or faulty; or

  • If we sent you the wrong item.

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.

Shipping Policy

Our Shipping Policy forms part of, and must be read in conjunction with, our [Website Terms and Conditions]. It is important that you check your delivery details before completing your order. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate.

 Shipping Options and Rates

We ship domestically within Australia and internationally. Your orders will be dispatched and posted within 7 days (unless otherwise stated).

Once dispatched, shipping time will vary depending on the type of shipping selected.

Standard Shipping

Standard shipping parcels are sent via AusPost , Standard shipping takes 3-6 business days.

Express Shipping

Express shipping parcels are sent via AusPost, Express shipping takes 1-3 business days.

 Signature on Delivery

Unless you specify otherwise when placing your order, signature on delivery is standard. If you request a parcel be left unattended, you do so at your own risk, unless you have provided an authority to leave at time of placing your order.

Additional fees, such as customs duties, taxes, or handling charges, may apply for international shipments. These fees are the responsibility of the customer and may vary depending on the destination country's regulations.

 International Shipping and Customs

For international shipments, please be aware that customs regulations, duties, taxes, and fees may apply. These charges are determined by the destination country's customs authorities and are the responsibility of the recipient. It is essential to comply with all customs requirements to ensure smooth delivery and avoid any delays or additional charges.

Please note that we are unable to influence or predict the amount charged for customs duties or taxes. We recommend contacting your local customs office for more information regarding applicable charges for your specific order.

 Shipping Restrictions

We strive to fulfill orders to the best of our ability; however, there may be certain shipping restrictions or limitations.

If you have any questions regarding shipping restrictions or if your order falls under any of these limitations, please contact our customer support for further assistance.

Order Processing Time

We strive to process and pack your orders with care and efficiency. Please allow 10 business day for order handling before they are ready for shipping. Once your order is prepared, you will receive a shipping confirmation email with tracking information.

Tracking and Confirmation

To keep you informed about your shipment's progress, we provide tracking numbers or links for all orders. Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking details. You can use this information to track your package through our website or the carrier's tracking system.

Please note that it may take a short period for the tracking information to become available after the shipment has been processed.

Lost or Damaged Packages

While we take great care to ensure your packages reach you in perfect condition, unfortunate incidents may occur during transit. In the event that your package is lost or damaged, please contact our customer support within 14 days of the expected delivery date. We will initiate an investigation and work towards a resolution, which may include a replacement, refund, or insurance claim in accordance with our Returns and Refund Policy.

Returns and Exchanges 

We want you to be completely satisfied with your purchase. If for any reason you need to initiate a return or exchange, please refer to our dedicated Returns and Refunds Policy for detailed instructions. The policy outlines eligibility criteria, timeframes, and any associated restocking fees, if applicable.

Customer Support

We value your satisfaction and are here to assist you with any shipping-related inquiries or issues. If you have questions or need assistance, You can reach us via email at hello@sonnystudio.com.au.

Policy Updates

This shipping policy is subject to change from time to time. Any revisions or updates will be communicated to you through our website or via email. It is recommended to review this policy periodically to stay informed about any modifications. 

Disclaimer

Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address.

Using a Work Address

If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as Aus Post  will return to sender if you do not make these details clear.

Redelivery due to incorrect or incomplete address

We can redeliver parcels where address is incomplete, or has been incorrectly provided, however this will incur a delivery charge of $10 for standard registered post or $15 for express post.

Please note that the delivery times specified are approximate and as provided by Aus Post.  We cannot guarantee these delivery times.

By placing an order with us, you acknowledge and agree to comply with the terms and conditions outlined in this shipping policy.

If you have any questions or require further clarification, please feel free to reach out to our customer support team. We are dedicated to providing you with a positive and seamless shipping experience.