Returns & Claims Policy - Sonnet Commercial

Our Promise

At Sonnet Commercial, we want every order to arrive in excellent condition and meet the expectations of your commercial space. Because our products are built for hospitality, office, and high‑traffic environments, we follow a clear and fair process for returns, replacements, and damage claims.


Return Eligibility

To maintain product integrity and safety standards, returns are accepted under the following conditions:

  • Items must be unused, unassembled, and in original packaging.
  • Return requests must be submitted within 30 days of delivery.
  • Custom, made‑to‑order, or special‑order items are non‑returnable unless defective.
  • Clearance or final‑sale items are not eligible for return.

A return authorization (RMA) is required before sending any item back.


Non‑Returnable Items

The following cannot be returned:

  • Custom upholstery or finishes
  • Made‑to‑order products
  • Items damaged due to improper assembly or misuse
  • Products without original packaging
  • Items used in outdoor environments when rated for indoor use

Return Shipping & Fees

  • Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
  • A 15–25% restocking fee may apply depending on the manufacturer and product category.
  • Refunds are issued once the item is received and inspected at the warehouse.

Damage & Defect Claims

Inspect Upon Delivery

Because commercial furniture often ships via freight, please inspect all items at the time of delivery.

If damage is visible at delivery:

  • Note the damage on the delivery receipt before signing.
  • Take clear photos of the packaging and product.
  • Refuse the shipment if the damage is severe.

If damage is discovered after delivery:

  • Report the issue within 48 hours of receiving the item.
  • Provide photos/videos and a description of the issue.

How to File a Claim

To process your claim quickly, include:

  • Order number
  • Product name/SKU
  • Photos or videos of the issue
  • Description of the damage or defect

Our team responds within 24 hours with next steps.


Resolution Options

Depending on the situation, Sonnet Commercial may offer:

  • Replacement parts
  • Full product replacement
  • Repair solutions
  • Store credit or refund (if repair/replacement is not possible)

We aim to resolve all claims efficiently to minimize disruption to your business.


Cancellations

  • Orders may be canceled within 24 hours of purchase at no charge.
  • After 24 hours, cancellations may not be possible for items already in production or transit.
  • Custom and made‑to‑order items cannot be canceled once production begins.

Customer Support

For returns, claims, or assistance:

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