PROMOTION TERMS
10% Discount for Newsletter Sign-up:
Please note this promotion (i) is valid until further notice; (ii) is applicable to all customers, excluding High-Tier Trade Customers and Wholesalers (iii) is applicable to Online Orders only; (iv) is only valid for use on first order, any other promotions offered by Sonder Living cannot be used in conjunction with this promotion; (v) all products are sold as seen; (vi) order(s) to be confirmed by Sonder Living US upon receipt of full payment from the customer; (vii) case good orders will be shipped as and when ready; (viii) disposal services and/or any other miscellaneous services/fees are not included; (ix) you will be subscribe to our marketing database. If you wish to unsubscribe, please email marketing@sonderliving.com; (x) Standard T&C’s for delivery apply.
35% OFF ALL OUTLET PRODUCTS:
Please note this promotion (i) is not applicable to Trade customers; (ii) is valid until further notice; (iii) automatically allows 35% OFF on OUTLET products; (iv) all products are sold as seen; (v) order(s) to be confirmed by Sonder Living US upon receipt of full payment from the customer; (vi) case good orders will be shipped as and when ready; (vii) disposal services and/or any other miscellaneous services/fees are not included; (viii) you will be subscribe to our marketing database. If you wish to unsubscribe, please email marketing@sonderliving.com; (ix) Standard T&C’s for delivery apply.
Free White Glove Delivery Services:
Please note this promotion (i) applicable to all customers except Trade Customers and Wholesale Customers (ii) is valid from March 5th, 2021, and will be on-going until otherwise stated; (iii) allows Free White Glove delivery services on orders over $2,000 placed via our US online store https://us.sonderliving.com, shipping rates still apply; (iv) Any other promotions offered by Sonder Living, aside from discounted OUTLET products, cannot be used in conjunction with this promotion; (v) all products are sold as seen; (vi) Order(s) to be confirmed by Sonder Living US upon receipt of full payment from the customer; (vii) Case good orders will be shipped as and when ready; (viii) disposal services and/or any other miscellaneous services/fees are not included; (ix) you may be required to subscribe to our marketing database. If you wish to unsubscribe, please email marketing@sonderliving.com; (x) Standard T&C’s for delivery apply.
STANDARD TERMS
This document and the other documents that we reference below make up our i.e. Sonder Living’s standard Sales & Shipping Policies or what we officially call our Terms & Conditions (“T&C”).
The T&C are a legally binding contract between you and Sonder Living. If you live in North America, the contract is between you and Sonder Distribution USA LLC.
This contract sets out your rights and responsibilities when you use our website, and any other services provided by Sonder Living (we’ll refer to all of these collectively as our “Services”), so please read it carefully. By using any of our Services (even just browsing one of our websites), you’re agreeing to the T&C. If you don’t agree with the T&C, you may not use our Services.
The terms below set forth Sonder Living’s standard Sales & Shipping Policies. We may change the Terms & Conditions without notice and communicate it to you with an immediate effective date.
If you use any of our Services, you agree to these T&C, and our Privacy Policy. All of these policies are a part of our T&C, so be sure to read the ones that are relevant for you. Of course, you’ll still want to read the rest of this document because it applies to everyone!
YOUR PRIVACY
We know your personal information is important to you, so it’s important to us. Our Privacy Policy details how your information is used when you use our Services. By using our Services, you're also agreeing that we can process your information in the ways set out in the Privacy Policy, so please read it here.
CUSTOMER ORDERING
You may place your order Online (www.sonderliving.com). By using our efficient ordering system, you will have:
- A specific product catalogue;
- Prices of all currently available products;
- Visibility of products in stock, incoming stock, and estimated lead time for delivery;
- Ability to view and order Made-to-Order items;
- Sales Orders (SO). An Order Acknowledgement will be sent when your order is confirmed.
- Please ensure your order is filled in completely
- Orders with missing information cannot be processes.
- Ensure that all delivery details are accurate.
SHIPPING
Your orders will be Shipped Complete according to your SO. Due to high demand, we may be sold out of some items and we will notify you by phone to make alternative arrangements. If you would like your orders Shipped As Ready, please indicate this at the time of your order.
You have two options for shipping:
- Parcel Shipment: This is reserved for smaller items that can ship via standard ground carriers like FedEx or UPS. In order to have parcel shipping as an option, all items in your cart must be eligible to ship small parcel. Your shipping rate will be based on your total order value. Small Parcel Shipping Rates.
- White Glove Delivery: The majority of Sonder Living products will ship white glove delivery. Our white-glove service will deliver the item to your room of choice, perform light assembly, and dispose of the packaging materials. Our delivery team service will set up an appointment to arrange delivery. Additional charges for Saturday Delivery and Number of Flights of Stairs may apply.
Trade Partners have access to additional delivery options.
Timelines for Shipping:
For US Customers, if your item is in stock in our US warehouse, your order should leave our facilities within 10 business days, however White Glove Deliveries are handled by a third party and can have longer delays in certain areas. Upon leaving our warehouse, you will receive a tracking link that will allow you to track your order from the date of shipment. If your order was in stock in our overseas warehouse, the shipping time is between 8-10 weeks.
Third-Party Carriers: If you use your own Carrier at the time of ordering, a $50.00 Handling & Administration fee will be applied to each order. This fee includes:-Sonder Living contacting your Carrier on your behalf when your order is ready for collection. If your Carrier does not pick up your order within 14 business days, we may cancel your order and charge you a restocking fee of 10% of the order with a minimum of $200 restocking fee. (*See Claims section for using a Third-Party Carrier.)
PAYMENT POLICY
Your order will be processed on-line using our secure payment system. You will receive your receipt via email.
CANCELLATION POLICY
Cancellations are accepted within 48 hours of placing your order, unless order had shipped. If shipped, customer may cancel but will be responsible for shipping costs. Please note that Made-To-Order (MTO) orders cannot be modified or cancelled.
RETURN POLICY
Unopened items may be returned with 15 days of receipt, there will be a 10% restocking fee and customer is responsible for return freight. We are unable to accept online furniture returns in-store. Please contact our Customer Service team and have your receipts available with date of purchase, item and location of purchase.
WARRANTY AND CLAIMS POLICY
Your purchase from Sonder Living is under warranty for one year from the date of delivery. We do not assume responsibility for damage caused to goods in installation and movement. All of our goods go through an extensive quality control process before leaving our factory. If you need to initiate a warranty claim, please fill out this online claim form and our Customer Service team will contact you within 48 hours.
In the event of a defective product, we will attempt repair or replace the item first, if this is not possible we will then offer full or partial credit assuming the following:
- The customer notifies Sonder Living’s Customer Service team of the defect in a timely manner and the product is within the 12-month warranty period from shipment date
- The customer provides details of the defect on our standard Claim form
- All Claims should be emailed to customerservice@sonderlivingus.com
THIRD-PARTY CARRIER CLAIMS*:
By using your own Carrier, Sonder Living is not responsible for goods damaged in transit once it leaves our dock. You must file all damage Claims with your Carrier. We understand you must deal with your customer in many of these circumstances and we want to emphasize that we treat all your customers as one of our customers. As such we will strive to deal with all customer complaints and agree with you the best course of action to address the issues within 3 working days of being made aware of the issue.
YOUR USE OF OUR SERVICES
License to Use Our Services. We grant you a limited, non-exclusive, non-transferable, and revocable license to use our Services - subject to the T&Cs and the following restrictions in particular:
- Compliance with the Law. You agree that you will not violate any laws in connection with your use of the Services. This includes any local, state, federal, and international laws that may apply to you. For example, you may not engage in fraud (including false claims or infringement notices), theft, anti-competitive conduct, threatening conduct, or any other unlawful acts or crimes against us.
You further agree not to crawl, scrape, or spider any page of the Services or to reverse engineer or attempt to obtain the source code of the Services. You agree not to interfere with or try to disrupt our Services, for example by distributing a virus or other harmful computer code.
- Intellectual Property Rights: The name "Sonder Living" and the other Sonder Living marks, phrases, logos, and designs that we use in connection with our Services (the Sonder Living Trademarks), are trademarks, service marks, or trade dress of Sonder Living in the US and other countries. All other Intellectual Property Rights in relation to our Services under the T&C remain with Sonder Living or its licensors.
LIMITATION OF LIABILITY
Under no circumstances shall Sonder Living or its employees, directors, officers or agents be liable for any direct or indirect losses or damages arising out of or in connection with your use of or inability to use the site. This is a comprehensive limitation of liability that applies to all losses and damages of any kind (whether general, special, consequential, incidental, exemplary or otherwise, including, without limitation, loss of data, income or profits), whether in contract or tort, even if target has been advised of or should have known of the possibility of such damages. If you are dissatisfied with the site, any content on the site, or these Terms & Conditions, your sole and exclusive remedy is to discontinue using the site. You acknowledge, by your use of the site, that your use of the site is at your sole risk. Applicable law may not allow the limitation of liability set forth above, so this limitation of liability may not apply to you, and you may have rights additional to those contained herein.
INDEMNIFICATION & DEFENSE
As a condition of the use of the Site, you agree to defend, indemnify and hold harmless Sonder Living and its respective employees, directors, officers, agents, vendors and suppliers from and against any liabilities, losses, investigations, inquiries, claims, suits, damages, costs and expenses (including, without limitation, reasonable attorneys’ fees and expenses) (each, a "Claim") arising out of or otherwise relating to Claims alleging facts that if true would constitute a breach by you of these T&Cs.
DISPUTES RESOLUTION
If you’re upset with us, let us know, and hopefully we can resolve your issue. But if we can’t, then these rules will govern any legal dispute involving our Services.
The T&Cs are governed by the laws of Hong Kong Special Administrative Region, People’s Republic of China. These laws will apply no matter where in the world you live, but if you live outside of Hong Kong, you may be entitled to the protection of the mandatory consumer protection provisions of your local consumer protection law.
CHANGES TO THE T&Cs
We may update these T&Cs from time to time. If we believe that the changes are material, we’ll definitely let you know by posting the changes through the Services and/or sending you an email or message about the changes. That way you can decide whether you want to continue using the Services. Changes will be effective upon the posting of the changes unless otherwise specified. You are responsible for reviewing and becoming familiar with any changes. Your use of the Services following the changes constitutes your acceptance of the updated Terms.
FINALITY OF THESE T&C
The Terms, including all of the policies that make up the Terms, supersede any other agreement between you and Sonder Living regarding the Services. If any part of the Terms is found to be unenforceable, that part will be limited to the minimum extent necessary so that the Terms will otherwise remain in full force and effect. Our failure to enforce any part of the Terms is not a waiver of our right to later enforce that or any other part of the Terms. We may assign any of our rights and obligations under the Terms.
CONTACT INFORMATION
For more details, contact our Customer Services Team at customerservice@sonderlivingus.com.