Refund policy

Thank you for shopping with Sondera. We want your order to arrive safely and for you to feel confident purchasing from our shop.

Sondera sells physical products, including votive candles, wax melts, pillar candles, and bundles, as well as Sondera+ Membership, a digital subscription used to access premium story content on the Sondera app.

Please read our return and refund policy carefully before placing an order.

Physical Products

This policy applies to:

  • Votive candles
  • Wax melts
  • Pillar candles
  • Physical bundles or gift sets

Because our products are fragrance-based and personal-use items, we can only accept returns on items that are unused, unopened, and in their original packaging.

Return Window

You may request a return within 14 days of delivery.

To be eligible for a return, your item must be:

  • Unused
  • Unlit
  • Unmelted
  • Unopened, when applicable
  • In its original packaging
  • In the same condition you received it

If your return is approved, the item must be shipped back before a refund can be issued.

Items That Cannot Be Returned

We do not accept returns for:

  • Used candles
  • Burned candles
  • Opened wax melts
  • Melted, altered, or damaged items after delivery
  • Sale or clearance items
  • Gift cards
  • Digital products
  • Sondera+ Membership payments
  • Items returned without prior approval

Damaged or Incorrect Orders

Please inspect your order when it arrives.

If your item arrives damaged, defective, melted in transit, or you received the wrong item, contact us within 7 days of delivery.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and packaging

If your claim is approved, we may offer a replacement, store credit, or refund depending on the situation.

Heat-Sensitive Products

Candles and wax melts are heat-sensitive products. During warmer months, some softening or slight cosmetic changes may occur during shipping.

If your item arrives severely melted or unusable, contact us within 7 days of delivery with photos so we can review the issue.

We are not responsible for products that melt or become damaged after delivery due to being left outside, placed in direct sunlight, stored in a hot mailbox, or exposed to high temperatures.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable.

We recommend using a trackable shipping service, as we are not responsible for return packages that are lost in transit.

Refunds for Physical Products

Once we receive and inspect your approved return, we will notify you whether the refund has been accepted.

If approved, your refund will be issued to your original payment method.

Please allow several business days for your bank or payment provider to process the refund.

Exchanges

We do not guarantee exchanges.

If you would like a different item, the best option is to return the eligible item and place a new order once your return is approved.

Sondera+ Membership

Sondera+ Membership is a digital subscription that unlocks premium story content on the Sondera app.

Because Sondera+ provides digital access, membership payments are generally non-refundable once processed.

Membership Cancellations

You may cancel your Sondera+ Membership at any time.

Canceling your membership stops future billing, but it does not automatically refund previous charges.

After cancellation, you may continue to have access until the end of your current billing period, depending on your subscription settings.

Membership Access Issues

If you purchased Sondera+ but cannot access premium episodes, please contact us before requesting a refund.

When reaching out, include:

  • The email used at checkout
  • The email used in the Sondera app
  • Your order number, if available
  • A short description of the issue

In most cases, access issues happen when a different email is used for checkout than the one used in the app.

Accidental Membership Purchases

If you believe you purchased Sondera+ by mistake, contact us as soon as possible.

Refunds for accidental purchases are reviewed case by case and are not guaranteed, especially if premium content has already been accessed.

Mixed Orders

If your order includes both physical products and Sondera+ Membership:

  • Physical products will follow the physical product return policy.
  • Sondera+ Membership will follow the digital subscription refund policy.
  • Shipping fees apply only to physical products.

How to Start a Return or Contact Us

To request a return, report a damaged item, or ask about a membership issue, contact us at:

info@shopsondera.co

Please include your order number and the email address used at checkout.

Policy Updates

Sondera may update this Return & Refund Policy at any time. The policy in effect at the time of purchase will apply to that order.