Refund policy

At Sonagi, we are committed to bringing you high quality Korean skincare and beauty products. Your satisfaction is important to us. If you are not completely happy with your purchase and would like to make a return, we’re here to help. 

1. Item Eligibility 

Eligible items may be returned within 30 days of delivery.

To qualify for a return, items must be:

  • Unused and unopened,

  • In their original packaging with safety seals intact, and

  • In resalable condition. 

For hygiene and safety reasons, opened products cannot be returned. 

We reserve the right to refuse any returned items that do not meet these conditions.

All returned items will be carefully inspected upon receipt before a refund is processed. If an item does not meet these criteria, no refund will be issued, and the item will not be sent back. Shipping costs are non-refundable and refunds will only be issued to the original payment method. 

Certain products are eligible for a 30 day money back guarantee. Please see individual product pages for details. 


2. Initiating A Return 

To initiate a return, please contact us at hi@sonagi.co.uk with subject line [RETURN REQUEST - Order Number xxxxx] and include these details:

  • Your name and email address

  • Order number

  • The item(s) you wish to return and the reason for the return

Once notified, customers have 14 days to ship the item(s) back. 

Important: For faster refund processing, please use a tracked returns label. Parcels refused at delivery, such as through Royal Mail, can take significantly longer to return to us and sometimes may not reach us at all. 

Unless the item is faulty or incorrect, customers are responsible for arranging and covering the cost of return shipping. Retain proof of postage, as refunds cannot be issued for items lost in transit without evidence. 


3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 28 days of delivery. 

To process your claim, please provide us with the following:

  • Clear photographic evidence of the items

  • Your order number and email address

  • A brief description of the problem

Once received, we will review the claim and handle such cases on a case-by-case basis to find the most appropriate solution. 

 

4. Exchanges

At the moment, product exchanges are not allowed. Customers who wish to receive a different product will need to return the original item (if eligible) and place a new order.


5. Bundles, Promotions, and Free Gifts

If your order is part of a bundle or includes a free gift or promotional item, please ensure that all items are returned to receive a refund (after shipping costs). If any item from the promotion or bundle is not returned, we reserve the right to deduct the retail value of the missing item(s) from your refund. 


6. Delivery Issues & Returned Parcels

If an order is returned to us due to:

  • Incorrect or incomplete shipping information

  • Failed delivery attempts

  • Refusal of delivery (e.g. Royal Mail)

  • Uncollected parcels 

We may issue a refund or arrange reshipment. However, please note that shipping costs will be deducted from refunds and additional shipping fees may apply for reshipments. 


7. Order Changes & Cancellations

If you need to amend or cancel an order, please email us immediately at hi@sonagi.co.uk.

As our Logistics team ships parcels promptly upon receipt, we cannot guarantee that your order can be changed or cancelled once processing has begun. 

If your order has already been dispatched, please follow the standard returns process above to return items and request a refund.