Return & Refund Policy
At Sonai Knitcraft, we are committed to providing you with the finest handmade woolen products. Please review our policy carefully before making a purchase.
Our Policy Overview
Each of our products is handcrafted with care and precision. To maintain the quality and integrity of our artisan work, we have established clear guidelines for returns and exchanges. We encourage all customers to review product descriptions, sizing charts, and images thoroughly before placing an order.
What We Accept for Return
✓ Defective or Damaged Products
If your product arrives with manufacturing defects or damage, we will accept returns within 3 days of delivery.
📹 Required Evidence for Damaged/Defective Products:
- •Unboxing Video: A clear video showing the unboxing of the product in its original packaging
- •Clear Photos: Multiple high-quality photos showing the defect or damage from different angles
- •Packaging Condition: Photos of the outer packaging showing any external damage
Important: Customer satisfaction is our top priority. We do not ship wrong or defective products intentionally. If any damage occurs during transit, it is the responsibility of the courier company. Your unboxing video and photos are essential for filing a successful claim with the courier service.
✓ Wrong Item Shipped
If you receive a product different from what you ordered, we will arrange for the correct item to be sent at no additional cost.
📹 Required Evidence for Wrong Item:
- •Unboxing Video: Video proof showing the wrong item received
- •Product Photos: Clear images of the incorrect product and packaging label
⚠️ Why We Need Unboxing Video & Photos:
We are committed to delivering perfect products. However, sometimes damage may occur during shipping. The unboxing video and photos serve as proof for filing claims with the courier company. Without proper evidence, the courier company will not accept the claim, and we won't be able to process your refund.
Size Exchange Policy
We understand that sizing can sometimes be challenging. If you receive a product and find that the size is incorrect, we will arrange a size exchange subject to the following conditions:
- •Request must be made within 3 days of delivery
- •Product must be unworn, unwashed, and in original condition with all tags attached
- •Exchange is subject to stock availability
- •Reverse shipping charges will be borne by the customer
📏 Important Note on Wool Sweaters:
Please note that wool sweaters may slightly expand after regular wear due to the natural properties of wool fibers. We recommend referring to our detailed size guide before ordering.
What We DO NOT Accept
To minimize hassle for both our customers and our team, we do NOT accept returns or exchanges for the following reasons:
✗ Change of Mind
Returns due to "don't like it anymore," "changed my mind," or "found a better option" will NOT be accepted.
✗ Color Preference
Returns based on "color doesn't match my expectation" or "color looks different on screen" will NOT be accepted. Please note that screen displays may vary.
✗ Buyer's Remorse
Returns simply because you no longer want the product will NOT be accepted.
Non-Returnable & Non-Exchangeable Items
The following items are strictly NON-RETURNABLE and NON-EXCHANGEABLE:
1. Custom-Made Sweaters
All custom-made or personalized sweaters are crafted specifically to your requirements and cannot be returned or exchanged under any circumstances (except for manufacturing defects).
2. Accessories
Due to their low value and hygiene considerations, accessories such as mufflers, caps, gloves, socks, and other small items are non-returnable and non-exchangeable.
⚠️ Please review product details, sizing, and specifications carefully before purchasing these items.
Reverse Shipping Charges
If you wish to return or exchange a product for any reason (including size issues), reverse shipping charges will be applicable and must be borne by the customer.
Shipping Responsibility:
- •Customer pays for return shipping to our warehouse
- •For exchanges, we will cover the shipping cost for sending the replacement item
- •For defective items, we will provide a prepaid return label
How to Initiate a Return or Exchange
- 1.
Contact Us Immediately: Email us at sonaiknitcraft@gmail.com within 3 days of delivery
Include your order number, product name, and reason for return/exchange
- 2.
Submit Required Evidence:
- → Unboxing video showing the product in its original packaging
- → Clear photos of the defect/damage from multiple angles
- → Packaging photos showing any external damage
⚠️ Without proper video and photo evidence, we cannot process your claim.
- 3.
Review & Verification: Our team will review your evidence within 24-48 hours
- 4.
Courier Claim Filing: If approved, we will submit your claim to the courier company along with your evidence
The courier company will review the evidence and determine liability
- 5.
Courier Company's Decision: The refund depends entirely on the courier company's remark and investigation
If the courier company accepts the claim, the refund process will begin
- 6.
Refund Processing: Once the courier company approves the claim, you will receive your refund within 7 business days
Refunds will be processed to your original payment method
📝 Important Information:
- •We do not ship wrong or damaged products deliberately. Any issues that occur are due to handling during transit.
- •Your unboxing video and photos are mandatory for the courier company to accept the claim.
- •The final decision on refunds rests with the courier company based on their investigation.
- •If everything is in order and the claim is approved, you will receive your refund within 7 days.
Important Notes
- →Mandatory Evidence: Unboxing video and clear photos are absolutely required for processing any damaged/defective product claim
- →Product Condition: All returned items must be in their original condition, unworn, unwashed, and with all tags intact (for size exchanges)
- →Prior Approval Required: Returns without prior approval will not be accepted
- →Courier Claim Process: Damaged/defective claims are filed with the courier company. Refunds depend on their investigation and approval
- →Refund Timeline: Once courier company approves the claim, refunds will be processed within 7 business days to your original payment method
- →Quality Assurance: We inspect every product before shipping. Our priority is customer satisfaction, and we never intentionally send wrong or defective items
- →We reserve the right to reject returns that do not meet our policy criteria or lack proper evidence
Authenticity & Genuine Products
Please purchase Sonai Knitcraft products only from our official website or authorized retail partners. We cannot accept returns for products purchased from unauthorized sellers or third-party platforms.
Follow us on our social media channels for updates on genuine products, new releases, and exclusive offers.
Have Questions?
If you have any questions about our return and refund policy, or need assistance with a return or exchange, our customer support team is here to help.