Refund policy

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’ve had a change of mind, we offer a clear return and exchange process for both domestic and international orders.

Domestic (Australia) Returns:

• Return Window: Items can be returned within 14 days from the date of delivery.
• Condition: Items must be unused, in original packaging, and in a resellable condition. Items that are worn, altered, or damaged will not be accepted.
• Return Process: To start a return, please contact us at hello@sonterstudio.com with your order number and reason for return. We’ll provide instructions on how to return the item. Return shipping costs are the customer’s responsibility unless the return is due to a manufacturing defect or an error on our part.
• Refund or Store Credit: You can choose to receive either a refund to your original payment method or a store credit. Refunds are processed within 5–7 business days after we receive the returned item.

International Returns:

• Return Window: Items can be returned within 30 days from the date of delivery.
• Condition: Items must be unused, in original packaging, and in a resellable condition. Items that are worn, altered, or damaged will not be accepted.
• Return Process: To initiate an international return, please contact us at hello@sonterstudio.com your order number and reason for return. Return shipping costs - including any customs duties or taxes - are the customer’s responsibility. We recommend using a trackable shipping service.
• Refund or Store Credit: Refunds will be issued to the original payment method or as store credit, based on your preference. Please allow 7–10 business days for processing.

Store Credit:

If you prefer store credit instead of a refund, we’ll issue credit for the value of the returned item(s), excluding shipping costs. Store credit is valid for 12 months from the date of issue and can be used on any future purchase at Sónter Studio.

Exclusions & Additional Notes:

• Non-returnable Items: Due to hygiene reasons, earrings and other personal items such as body jewellery cannot be returned or exchanged unless they are faulty.
• International Customers: You are responsible for return shipping costs and any customs duties or taxes. Please use a trackable service to ensure safe delivery.
• Custom Orders: Custom or engraved pieces are not eligible for return or exchange unless they arrive damaged or defective.

Contact Information:

For any questions or to initiate a return, exchange, or warranty claim, please reach out to our team at hello@sonterstudio.com — we’re here to help.