Change of mind and weaving quirks
Change of mind is not permitted after payment is made. This is a handmade item, which will have its typical handwoven quirks and imperfections. If you find a quirk or imperfection which you are unsure about, please contact the weaver for clarification. If the weaver designates that it needs fixing, Sonder will pay for return postage and repair the item.
Quirks include thickened threads, weavers knots, weft changes; these do not need fixing. Mistreadles and skips will be fixed or a discount will be offered.
If ordering an instock item, and you wish to return it due to change of mind, a restocking fee of 10% will apply. Customer must pay return postage.
Due to the nature of handwoven material, shrinkage and take up rates of fibres are somewhat unpredictable and Sonder accepts a 15% range of difference in lengths quoted to lengths received by clients.
Repair, Refund, Replace & Australia Post
We work on the ACCC guidelines of “repair, refund, replace”. We will act on your concerns in this order. If you would like a refund, then you must return the item to Sonder intact and you must pay return postage. Sonder sends parcels with tracking and parcels over $100 get sent with signature on delivery. In the event that Australia Post loses an item, if that item is marked as “undelivered”, Sonder will engage with Australia Post to find the parcel. If it is not found, Sonder will refund or replace the item for you. If the item is marked as “delivered”, you must engage with Australia Post to find the item. If it is unfound, Sonder will provide you with a 50% discount on a replacement item.
Device colour difference
We try to represent colours as accurately as possible when photographing items, but accept that devices can present the colour differently. This is unavoidable and as such, we will not offer a refund in this event.