Refund Policy

Last updated: 2026

1. Cancelling an Online Order

For eligible products purchased online, you may notify us that you wish to cancel your order within 14 days after receiving the goods. You do not need to provide a reason for cancelling an eligible order. To request a cancellation, please contact us at contacts@sonicecitylimited.com and include your order details.

2. Returning Products

After notifying us that you wish to cancel an eligible purchase, the product should be returned within 14 days. Before sending a return, please contact us so that we can provide the appropriate return instructions. Products should be returned in suitable protective packaging and, where possible, with their original packaging and accessories.

3. Condition of Returned Products

You may inspect a product in the same way you reasonably would in a physical shop. However, if a product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may reduce the refund where permitted by law to reflect any resulting loss in value.

4. Cosmetics and Hygiene Products

Due to the nature of certain cosmetics, skincare, and personal-care products, sealed products that are not suitable for return for health protection or hygiene reasons may not be eligible for a change-of-mind return once their seal has been removed or the product has been opened. This restriction does not affect your statutory rights where a product is faulty, damaged, or not as described.

5. Refunds

Once an eligible returned product has been received, we will process the applicable refund within 14 days. Refunds will normally be made using the same payment method used for the original purchase, unless another method is agreed where appropriate. Where applicable, the refund will include the standard delivery charge originally paid. If you selected a more expensive delivery service, any additional amount above the standard delivery charge may not be refundable.

6. Return Shipping Costs

For eligible change-of-mind returns, you are responsible for the direct cost of returning the product unless we agree otherwise. If you believe a product is faulty, damaged, or incorrect, please contact us before returning it so that we can provide the appropriate instructions.

7. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect, or materially different from its description, please contact us as soon as reasonably possible. Please provide your order details and, where helpful, photographs showing the issue. Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement, repair, or other remedy required by applicable law.

8. Products That Cannot Be Returned

Unless faulty or otherwise covered by your statutory rights, we may be unable to accept returns of:

• sealed cosmetics or personal-care products that have been opened where they cannot be returned for hygiene or health-protection reasons;
• products that have been materially used, altered, or damaged after delivery;
• products that are otherwise exempt from cancellation rights under applicable law.

9. Refund Processing

Once a refund has been issued by us, the time required for it to appear in your account may depend on your bank, card issuer, or payment provider.

10. Contact Us

Sonice City Limited
Company number: 17151928
Email: contacts@sonicecitylimited.com