Once an order is confirmed, it cannot be canceled or refunded under normal circumstances. However, if you receive a damaged, missing or spoiled product, please contact us within the specified timeframes so we can work with you toward a fair solution. All requests must be sent to support@sonapureessential.com, and we aim to reply within 24–48 hours of receiving your email.
Please notify us within 5 days of delivery. In your email, include the order number, a photo of the invoice, 1 clear photo of the outer box and 2 clear photos showing the damage to the product. We will review the evidence promptly. Only the damaged item(s) will be replaced; any other items in the same order remain unchanged. If we approve the claim, we will resend a replacement at no extra cost and provide instructions for disposing of or returning the damaged item if needed.
Please let us know within 5 days of delivery. Your email should include the order number, a photo of the invoice, 1 clear photo of the outer box and 2 photos showing exactly what you received. We do not issue refunds for missing items, but after reviewing your evidence, we will resend any missing product(s) as quickly as possible. You will receive confirmation and next steps within 24–48 hours.
Notify us within 10 days of delivery. In your message, provide the order number, the date of packaging or manufacture if visible and clear photos or a short video showing the spoilage. Please note that because our products are all-natural and mostly handmade, slight differences in taste, texture, color or aroma from batch to batch are normal and not considered spoilage. We will investigate each report fairly; if spoilage is confirmed, we will offer a suitable resolution such as a replacement.
Each claim is reviewed with care to ensure a fair outcome for everyone. When your request meets the criteria above, we will replace the affected item(s) at no extra cost. To speed up processing, include all requested details and images in your first email. You can expect a reply within 24–48 hours with guidance on the next steps.
Thank you for choosing SONA PURE ESSENTIALS. We value your satisfaction and will work with you promptly if any issue arises under these specific conditions.
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