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Returns & Refund Policy
Sohnne offers both in-stock standard products and made-to-order pieces. Because many of our items are handcrafted or custom-produced, please review the applicable section carefully before placing your order.
1. Order Cancellation (All Products)
Within 12 Hours of Order Placement
- 100% refund
- No processing fee
12–48 Hours After Order
- 5% processing fee deducted
After 48 hours, orders may enter warehouse allocation or production scheduling and may no longer be eligible for full cancellation. For made-to-order items, production status determines refund eligibility (see Section 4).
2. Address Changes After Shipment / Tracking Number
Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete. Once an order has been processed and a tracking number has been issued, the shipment is considered released to the carrier.
If a customer requests a change to the delivery address after a tracking number has been generated, the request will require a carrier-level shipment reroute. Due to the additional handling, administrative processing, and carrier fees associated with rerouting an active shipment, a $200 address change fee will apply.
Address change requests are subject to carrier approval and may result in delivery delays. In some cases, carriers may decline rerouting requests once the shipment is in transit.
To avoid delays or additional charges, please carefully review your shipping information before completing your order.
3. In-Stock Standard Products
These are items currently available in inventory and not custom-configured.
60-Day Return Window — Standard products may be returned within 60 days of delivery, subject to the conditions below.
Return Eligibility
- Item must be unused
- No signs of assembly damage, misuse, or wear
- Original packaging must be retained
- All hardware and components must be included
Returns that do not meet these conditions may be refused or subject to additional deductions.
Restocking Fee
Approved returns are subject to:
- 20% restocking fee
- Original outbound shipping cost is non-refundable
- Customer is responsible for all return shipping costs
Sohnne does not provide prepaid return labels for returns, except for items damaged during return transit.
4. Made-to-Order / Custom Products
Custom products include items with custom fabric, finish, dimension, or configuration. These items are manufactured or purchased specifically per customer request and cannot be resold.
Cancellation & Production Terms
- Within 12 hours — 100% refund
- After 12 hrs, before production — Subject to approval, up to 20% material allocation fee
- After production starts — Up to 50% of total order value non-refundable
- After production completed — Cannot be cancelled, exchange may be offered at Sohnne’s discretion. Additional logistics costs may apply.
Custom-made products are not eligible for return due to change of mind, comfort preference, or color perception.
5. Production Updates & Account Access
For all made-to-order items, customers will receive:
- Mid-production email updates
- Production completion email
Production status is also accessible via the customer account dashboard at: www.sohnne.com/account
Once production commencement notification is issued, the order is considered in active production and subject to applicable custom cancellation terms.
6. Custom, Bulk, Final Sale & Store Credit Orders
- Custom products cannot be returned once delivered, as these are built to your specifications. Cancellation follows Section 4, and late orders follow Section 9.
- Bulk orders ($5,000+): Final sale. No cancellation or return is accepted for bulk purchases.
- Final sale & clearance items: Items explicitly marked "Final Sale" or "Clearance" on the product page cannot be cancelled, returned, or refunded. Every other in-stock item, including one bought at a sale price or with a discount code, keeps the 60-day return window in Section 3.
- Store Credit purchases: Orders paid in full or in part with Store Credit are non-cancellable and non-refundable. Store Credit itself is non-refundable and cannot be converted back to the original payment method.
- Section 9 (orders not delivered within the estimated delivery window) applies to every order in this section.
7. For Orders Above $2,000
For orders exceeding $2,000, a dedicated account manager will be assigned to:
- Confirm specifications
- Provide timeline updates
- Coordinate delivery
- Assist with production updates
- Support documentation for claims
8. Shipping, Delivery & Signature Confirmation
Unless otherwise requested, all deliveries above $1,000 require signature confirmation to ensure secure receipt. Customers may request a signature waiver in writing via email prior to dispatch.
If signature is waived at customer request:
- Carrier delivery confirmation constitutes proof of fulfillment
- Customer assumes responsibility for loss or theft after confirmed delivery
If signature confirmation is completed, the order is considered successfully delivered.
9. Delivery Delays & Events Beyond Our Control
- Stated delivery windows are estimates, not guarantees.
- Sohnne is not liable for delays caused by events outside its reasonable control, including customs/border clearance, carrier and ocean-freight disruption, and geopolitical events.
- If your order has not been delivered by the end of the estimated delivery window shown at checkout, you may cancel it for a full refund by writing to support@sohnne.com. We confirm the cancellation and issue the refund within 3 business days. Any Store Credit used on the order is returned as Store Credit.
10. Inspection, Damage & Defect Claims
Customers must inspect their order within 7 days of delivery.
Required Documentation
To qualify for shipping damage or manufacturing defect claims, customer must provide:
- Continuous, unedited unboxing video starting before the package is opened
- Clear photos of product
- Photos of outer packaging
- Photo of shipping label
Claims submitted without complete documentation may not qualify for replacement or refund.
If approved, Sohnne will provide:
- Replacement parts
- Repair solution
- Replacement item (if necessary)
Store credit or refunds are issued only if repair or replacement is not feasible.
11. Color, Material & Comfort Disclaimer
Due to lighting conditions, screen calibration differences, and handcrafted material characteristics, slight variations in color, tone, texture, or grain may occur and do not qualify as defects.
Comfort perception is subjective and may vary by individual preference. Comfort dissatisfaction alone does not constitute a manufacturing defect.
12. Refund Processing
Approved refunds are issued to the original payment method after inspection or approval. When you see the money depends on how you paid:
- Card: back to your card, usually within 5 to 10 business days, depending on your bank.
- PayPal account: back to your PayPal account at once.
- Affirm: Affirm adjusts your loan.
Need assistance? For further information, click here. For more details or to buy parts for your furniture, contact us.