Refund policy
Returns, Refunds & Replacements
We hope you love everything you get from Sonder Mountain. That said, we understand that sometimes things do not work out, and if there is an issue with your order, we want to help make it right.
30-Day Return Window
We accept return requests within 30 days of delivery.
To be eligible for a return, your item must be:
- unworn and unused
- in the same condition you received it
- with tags attached
- in its original packaging
You will also need a receipt or proof of purchase. If you cannot find it, reach out to us and we will do our best to help.
How to Start a Return
To start a return, email us at shop@sondermountainco.com.
Please do not send your item back before contacting us first. Returns sent without prior approval will not be accepted and may delay processing.
If your return is approved, we will send you a return shipping label along with instructions on how and where to send your package.
Replacements, Damages & Order Issues
Please inspect your order when it arrives. If your item is defective, damaged, misprinted, or if you received the wrong item, contact us as soon as possible so we can review the issue and make it right.
Claims for misprinted, damaged, or defective items must be submitted within 30 days of delivery.
Claims for packages lost in transit must be submitted within 30 days of the estimated delivery date.
If the issue is determined to be our error, we will cover the cost. Depending on the situation, we may ask you to keep the original item and send a replacement instead.
Wrong Address & Unclaimed Packages
If you provide an address that the carrier considers incomplete or insufficient and the package is returned, you will be responsible for any reshipment costs once the updated address has been confirmed.
If a package goes unclaimed and is returned to us, you will also be responsible for the cost of reshipping it.
Non-Returnable Items
Some items cannot be returned, including:
- perishable goods such as food, flowers, or plants
- custom or personalized items
- personal care goods such as beauty products
- hazardous materials, flammable liquids, or gases
- sale items
- gift cards
If you are unsure whether your item qualifies, contact us before starting a return.
Exchanges
We do not process direct exchanges.
The fastest way to get a different item is to request a return for the original item and place a new order once the return is accepted.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification.
To qualify, the item must still be unworn, unused, in its original packaging, with tags attached, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, contact us at shop@sondermountainco.com
