Refund & Returns Policy

This policy explains what you can expect if something isn't right with your order. It's part of our Terms of Service.

1. Made just for you

Every Sonaday item is made just for you, from the names, photos and choices you give us. Because we can't sell it to anyone else, we can't accept returns or exchanges for size, colour or change of mind. Please check size guides, colours and spelling before you pay.

2. Check before you pay, change within 4 hours

You see your design in the preview before you pay, and at checkout you confirm you've checked it. For 4 hours after you pay, you can still change anything for free, or cancel for a full refund. Just reply to your order confirmation email or write to support@sonaday.com.

After those 4 hours, your order goes into production and can't be changed or cancelled. If you open the AI Studio, your order waits for you (up to 48 hours), and you can change or cancel for free while it's open.

3. Damaged, misprinted or wrong item

If your item arrives damaged, misprinted, or isn't what you ordered, email us photos within 30 days of delivery and we'll reprint it or refund you.

Examples we'll always fix:

• the item was damaged in transit;
• the print is faulty (smudged, peeling, badly placed, clearly different from the design you approved);
• you received the wrong product, size or colour compared with your order.

4. Lost in transit

If your order hasn't arrived, tell us within 30 days of the estimated delivery date and we'll resend it. We may first check the tracking with the carrier, and ask you to check with neighbours or your local post office.

5. Wrong address

If the address you entered at checkout was wrong or incomplete and the parcel comes back to us or is lost, we'll resend it once you've confirmed the correct address. Reshipping is at your cost. We can't redirect a parcel once it has shipped.

6. What you approved is what we print

Spelling, dates and photos in the design you approved at checkout are printed exactly as shown. We can't offer a reprint or refund for a mistake that was in the approved design. That's why we ask you to check it carefully before you pay.

7. How to report a problem

1. Email support@sonaday.com within the time limit above.
2. Include your order number.
3. For damaged, misprinted or wrong items, attach clear photos of the item, the problem and the shipping label or packaging.
4. Tell us whether you'd prefer a reprint or a refund.

We'll reply by email, usually within [[SUPPORT_HOURS]]. You don't need to send the item back unless we ask you to.

8. How refunds are paid

Refunds go back to your original payment method. Once we've issued a refund, it usually appears within 5 to 10 business days, depending on your bank or card provider.

9. EU and UK customers

Under EU and UK consumer law you normally have 14 days to withdraw from an online purchase. Personalized goods made to your specifications are an exception to that right (Consumer Rights Directive 2011/83/EU, Article 16(c), and the UK Consumer Contracts Regulations 2013, regulation 28(1)(b)). The Court of Justice of the EU confirmed in Möbel Kraft (case C-529/19, 2020) that the exception applies even before production starts. We tell you this clearly before you buy.

Your statutory rights for faulty goods are not affected. If an item is faulty or not as described, you have the rights the law gives you, in addition to this policy.

10. AI Studio credit

AI Studio credit has no cash value and isn't refundable on its own. If your whole order is refunded, the credit simply ends with it.