At Sokoni, we stand behind every product that we sell. Simply because your satisfaction matters a great deal to us. Our products are generally offered with 12-month warranties. Some products will be provided with extended warranties for your peace of mind. These warranties are in addition to standard statutory consumer rights and comply with return, repairs and replacement policies that are consistent with Australian Consumer Laws. Warranty is non-transferrable.
If your products arrive damaged, you must notify us of the problem within 2 working days of receipt.
You can make a claim for product failures during the warranty period and products arriving damaged by providing us with the following information:
A detailed description of the problem with supporting photographic and/or video evidence
Proof of purchase, such as in the form of a tax invoice
The remedy you are requesting: a replacement, repair, refund or credit
Once assessed and approved by our customer service team, you will be contacted with instructions on how to proceed. Please do not attempt to return the item without approval by us.
We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product.
If a refund is approved, this will generally take up to 2 working days to process and we will notify you once your refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A remedy will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
If your goods are received with missing or incorrect parts, or if you wish to purchase spare parts, please contact our customer service for assistance.
Change of Mind
To give you complete peace of mind, Sokoni offers a 14-day Change of Mind Policy. You have the option to return any unopened, unused Sokoni item in its original packaging for any reason, within 14 days of receiving the item for a store credit. But a full credit is not provided for change-of-mind returns, the return postage cost and a 20% restocking fee will be deducted from your purchase value. We recommend that you take the time to preview your orders before proceeding with the purchase.
We do not accept change of mind for health, safety, or health/safety baby-related products because we have a legal duty of the Health and Safety of the customers using our products and we are not allowed to be selling products that have been opened/handled/used, etc.
Certain types of products may not be returned under this policy. Please contact our customer service for more information.
If you meet and accept the above criteria and terms, and would like to proceed to return your item for a store credit, please follow the below procedure:
Email firstname.lastname@example.org or fill out the contact form with information of your order number and item that you wish to return including pictures or videos of the condition of the product received and an explanation on why you would like to return the product.
You will be advised with a return authorisation number and our return address
Include the return authorisation number with your returned item so your return can be processed as soon as possible.
All included accessories and bonus items must be returned together with your main purchase item.
The item cannot be opened, used, worn or damaged, and must be in 100% re-saleable condition when we receive the item, including all original packaging, wrapping, labels and documentation.
You cannot stick or write anything on the item or its packaging. You can only place the postage sticker on the outer packaging.
- Please do not place a new order as a replacement for a previous order without our prior consultation – credit will not be given in this case.
If the above requirements are not satisfied, Sokoni reserves the right not to offer a credit for change-of-mind returns. Once the credit is approved, we will send out the credit voucher to the email address provided at time of sale. You will receive a credit voucher of the total cost MINUS the return postage cost and 20% restocking fee.