Refund policy

Thank you for shopping with SonviaStudio. SonviaStudio is operated by Septitri LLC. Because many of our products are individually hand-painted, personalized, and made to order, different return rules apply to personalized and non-personalized products.

Personalized and Made-to-Order Products

Personalized, customized, and commissioned products are final sale and are not eligible for return, exchange, or refund, except when the product arrives damaged, defective, or materially different from the order placed.

This includes, but is not limited to, products customized with:

  • Names, initials, dates, titles, or messages;
  • Custom colors, floral designs, or layouts;
  • Wedding, anniversary, venue, or event information;
  • Customer-provided images, wording, or design instructions;
  • Any other specification selected or submitted by the customer.

Customers are responsible for reviewing all spelling, capitalization, punctuation, dates, colors, quantities, and other personalization details before submitting an order.

We produce personalized items according to the information submitted with the order. Errors contained in customer-submitted personalization information are not considered product defects.

Nothing in this policy limits any non-waivable consumer rights available under applicable law.

Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

Changes or cancellations are not guaranteed. Once design preparation, personalization, painting, production, or other custom work has begun, the order cannot be changed or canceled.

If an order has already entered production, any requested change may require an additional fee or a new order.

Non-Personalized Products

Non-personalized products may be returned within 14 days after delivery.

To qualify for a return, the product must be:

  • Unused and in its original condition;
  • Free from damage, stains, wear, washing, or alteration;
  • Returned with its original packaging and accessories;
  • Accompanied by proof of purchase.

You must contact us before returning an item. Returns sent without prior authorization may not be accepted.

To request a return, email [email protected] with your order number and reason for return.

Return Shipping

Unless the item arrived damaged, defective, or incorrect:

  • The customer is responsible for return shipping costs;
  • Original shipping charges are non-refundable;
  • Expedited shipping charges are non-refundable;
  • Customs duties, import taxes, and brokerage fees are non-refundable;
  • We recommend using a trackable and insured shipping method.

SonviaStudio is not responsible for returns lost or damaged during return transit.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or incorrect, contact us within 5 calendar days of delivery at [email protected].

Include:

  • Your order number;
  • A photograph of the complete product;
  • Close-up photographs of the damage or error;
  • Photographs of the interior and exterior packaging;
  • A photograph showing the shipping label;
  • A brief description of the issue.

Please keep the product and all packaging until the claim has been resolved. We may require additional photographs or information for carrier or insurance claims.

After reviewing the claim, we may provide, as appropriate:

  • A replacement;
  • A repair;
  • A partial refund;
  • A full refund.

The available resolution depends on the nature of the issue, product availability, and applicable law.

Handmade Variations

Every SonviaStudio product is individually hand-painted or hand-finished. Minor variations in brushstrokes, color placement, floral details, glaze, lettering, dimensions, or finish are natural characteristics of handmade work and are not considered defects.

Colors may also appear slightly different because of lighting, photography, and individual screen settings.

Delivery Delays and Event Dates

Processing times and delivery dates shown on the Site are estimates unless expressly stated otherwise.

We are responsible for preparing and shipping orders according to the stated processing schedule. We cannot guarantee carrier delivery dates or be responsible for delays caused by carriers, customs inspections, weather, natural disasters, labor disruptions, incorrect addresses, or other circumstances outside our reasonable control.

Customers ordering for a wedding, anniversary, or other event are responsible for ordering sufficiently in advance. An event date included in personalization information does not create a guaranteed delivery date.

Incorrect or Incomplete Addresses

Customers are responsible for providing an accurate and complete shipping address.

Additional shipping charges may apply if an order is returned because of:

  • An incorrect or incomplete address;
  • Refusal of delivery;
  • Failure to collect a package;
  • An unclaimed package;
  • Unpaid customs duties or import fees.

Personalized products returned as undeliverable are not eligible for a refund. We may offer reshipment after the customer pays the applicable additional shipping charges.

Lost Packages

If tracking indicates that a package is still in transit, please allow the carrier reasonable time to complete delivery.

If tracking shows that a package was delivered but you cannot locate it, check with household members, neighbors, building management, and the carrier before contacting us.

We will assist with eligible carrier inquiries or claims, but we cannot guarantee reimbursement for packages confirmed as delivered to the address provided with the order.

Refunds

Approved refunds are issued to the original payment method. Refunds cannot be issued to a different card, account, or payment method.

After a refund is processed, your bank or payment provider may require additional time to post the funds to your account.

Exchanges

We do not offer automatic exchanges. For an eligible non-personalized item, please request a return and place a new order for the preferred item.

Contact

For return or refund questions, contact:

SonviaStudio
Operated by Septitri LLC
Email: [email protected]
Mailing address: 43140 Christy St, Fremont, CA, USA, 94538