Refund Policy

Overview

At Sonnet Commercial, our goal is to ensure every order meets the standards required for hospitality, workplace, and commercial environments. Because many of our products are made‑to‑order or produced specifically for commercial use, refunds follow a structured process to maintain quality and fairness for all customers.


Eligibility for Refunds

Refunds may be issued under the following conditions:

  • The item is unused, unassembled, and returned in original packaging
  • The return request is submitted within 30 days of delivery
  • The product is not custom, made‑to‑order, or final sale
  • The return has been approved and assigned an RMA (Return Merchandise Authorization)

Refunds are processed only after the item is received and inspected at the warehouse.

For full return eligibility details, see the Returns & Claims Policy.


Non‑Refundable Items

Refunds cannot be issued for:

  • Custom or made‑to‑order products
  • Items marked as final sale or clearance
  • Products damaged due to misuse, improper assembly, or handling after delivery
  • Items returned without original packaging
  • Outdoor damage on indoor‑rated products

Refund Amounts

Refunds are issued to the original payment method and may include:

  • Product cost, minus applicable restocking fees
  • Taxes, where applicable
  • Shipping fees, only if the return is due to a Sonnet Commercial error or product defect

Restocking Fees

A 15–25% restocking fee may apply depending on the manufacturer and product category.


Refund Processing Time

Once the returned item is received and inspected:

  • Refunds are typically processed within 5–10 business days
  • You will receive an email confirmation once the refund has been issued

Processing times may vary depending on your bank or payment provider.


Refunds for Damaged or Defective Items

If your item arrives damaged or defective:

  • Report the issue within 48 hours
  • Provide photos/videos and order details
  • Once approved, we may offer a replacement, repair, or refund

All damage claims follow the Returns & Claims Policy.


Order Cancellations

  • Orders may be canceled within 24 hours of purchase for a full refund
  • After 24 hours, cancellations may not be possible if production or shipping has begun
  • Custom and made‑to‑order items cannot be canceled once production starts

Refunds for Freight Refusals

If a shipment is refused without prior authorization:

  • Return shipping fees and restocking fees may apply
  • Refunds will be issued only after the item is returned and inspected

Customer Support

For refund questions or assistance:

  • Email: support@sonnetcommercial.com (Replies within 24 hours)
  • Phone: +1 (401) 484‑1591 (Mon–Fri, 9am–6pm EST)
  • Headquarters: Rhode Island, USA