Refund policy

Return & Refund Policy

Last updated: 7/1/2026

Thank you for shopping with us. Many of our physical products are made to order, which means each item is produced specifically for the customer after the order is placed. Because of this, we generally do not accept returns or exchanges for buyer’s remorse, ordering the wrong item, selecting the wrong size, or entering an incorrect shipping address.

Made-to-Order Products

Most physical products in our shop are custom-produced after purchase. Since these items are not pre-stocked inventory, we cannot accept returns for:

  • Change of mind

  • Ordering the wrong product

  • Selecting the wrong size, color, or quantity

  • Entering an incorrect or incomplete shipping address

  • Delivery refusal

  • Unclaimed packages

  • Minor color variations caused by screen settings or print production differences

If you are unsure about an item before ordering, please contact us first so we can help you review the product details.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of receiving your order.

Please include:

  • Your order number

  • A short description of the issue

  • Clear photos of the item

  • Clear photos of the packaging, if the package was damaged

Once reviewed, we may offer a replacement or refund depending on the issue. In most cases, we will try to replace the item first. If a replacement is not possible, we may issue a refund.

Quality Issues

If there is a confirmed production or quality issue with your item, we will work to make it right.

Covered quality issues may include:

  • Damaged products

  • Printing or production defects

  • Incorrect quantity

  • Product quality problems not caused by the uploaded design, customer-provided details, or normal production variation

Please note that slight color differences can occur between what appears on your screen and the final printed product. These small variations are not considered defects.

Lost Orders

If your package appears to be lost in transit, please contact us within 30 days of the estimated delivery date.

We will review the tracking information and work with our production partner to determine the next step. If the package is confirmed lost, we may arrange a replacement.

Returned-to-Sender Orders

If an order is returned to sender because of an incorrect address, refused delivery, or an unclaimed package, we may not be able to reship the original item.

In some cases, a new order may need to be placed. Additional shipping costs may apply. Please double-check your shipping address before placing your order.

Refunds

Refunds are only issued when approved after review. If approved, the refund will be processed back to your original payment method.

Please allow your bank or payment provider additional time to post the refund to your account.

Non-Returnable Items

Because our products are made to order, the following are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Custom or personalized products

  • Print-on-demand items

  • Limited-run printed items

  • Digital products

  • Gift cards

  • Downloadable files

Digital Products and Memberships

Digital products, downloads, and memberships are generally non-refundable once accessed, downloaded, or used, unless required by law or otherwise stated at checkout.

How to Contact Us

To report an issue with your order, contact us at:

info@shopsondera.co

Please contact us before sending anything back. We do not guarantee that unauthorized returns will be accepted or refunded.

Policy Notes

We reserve the right to deny refund or replacement requests that are submitted outside the stated timeframes, lack required proof, or involve damage caused after delivery.