Refund policy

Last updated: 19 September 2026

This policy applies to consumer orders placed on sonagrocery.co.uk, which is operated by Sona Retail Limited, trading as Sona Grocery ("Sona", "we", "us"), company number 12463997, registered office: Unit 3b Clearwater Industrial Estate, Ettingshall Road, Wolverhampton, England, WV2 2JP. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Damaged, faulty or incorrect items

We want you to be happy with every order. If something arrives damaged, faulty, incorrect or not as described, please contact us within 48 hours of delivery so we can look into it quickly. Please include:

  • your order number
  • clear photos of the item and of the outer packaging or delivery box
  • a photo of the batch or best before code, where visible

Please do not eat or use any product you believe is unsafe. Once we have reviewed your photos, we will put things right by offering a replacement or a refund. For food items we do not normally need the product returned. If we do ask for it back, we will pay the cost of returning it and give you instructions.

If you tell us about a problem after 48 hours, we will still consider it, but it may be harder for us to investigate. This does not affect your legal rights.

2. Changed your mind?

Because our products are food, most of our range cannot be returned for a change of mind. This includes perishable items, items with a short shelf life, and any item that has been opened, as sealed food cannot be returned once opened for health protection reasons.

If you are a consumer and change your mind about an unopened, sealed, non-perishable item that is still in date and in its original condition, you may cancel your order for that item as follows:

  • tell us within 14 days of the day you receive the goods
  • return the goods to us within 14 days of telling us
  • you are responsible for the cost of returning the goods and for the goods until they reach us, so we recommend using a tracked service

We can reduce your refund if the goods have been handled more than was needed to check what they are, or if they are not in a resaleable condition. Items returned to us without first contacting us may be refused, and we cannot accept responsibility for returns that go missing.

3. How to return an item

Please contact us first through our contact form, quoting your order number. We will confirm whether the item can be returned and give you the return details. Please do not send anything back until we have replied.

4. Refunds

Approved refunds are paid back to the original payment method. We aim to process a refund within 14 days of receiving the returned goods, or of agreeing a refund without a return being needed. Your bank or card provider may take further time to show the refund in your account. If you cancel a full order, we will refund the standard delivery charge you paid. We do not refund the extra cost of any premium delivery option.

5. Cancelling an order before dispatch

If you need to cancel an order that has not yet been dispatched, please contact us as soon as possible. If we have not yet packed it, we will cancel it and refund you in full.

6. Missing or delayed orders

If your order has not arrived by the expected delivery date, please contact us and we will look into it with the carrier. Please check that the delivery address you entered is correct, as we cannot be responsible for orders delivered to an incorrect address supplied by you, or for orders that cannot be delivered because no one was available to receive them.

7. Allergens and product information

Please check the product label for ingredients, allergens and use instructions before you order or use a product. A product that is correctly labelled is not faulty because it does not suit your dietary needs.

8. Trade and wholesale orders

This policy is for consumer orders. Orders placed by businesses, including wholesale orders, are covered by the terms agreed with us at the time of the order.

9. Contact us

If you have any questions about this policy, please get in touch through our contact form.

Email: info@sonafoods.co.uk