Refund policy
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WITHDRAWAL, RETURNS AND REFUNDS POLICY
At Sonlux, we want you to shop with complete confidence. Therefore, in addition to any rights you may be entitled to as a consumer under applicable law, we offer a 30-calendar-day satisfaction guarantee from the date of receipt of your order, subject to the conditions below.
1. Right of withdrawal
If you make a purchase as a consumer, and provided the product has not been made to your specifications or is not clearly personalized, you may exercise your right of withdrawal within the legally applicable period from receipt of your order.
To request a return, the product must be returned in adequate condition, preferably:
- Without signs of misuse or customer-caused damage.
- With its original packaging, accessories, and included items, as far as possible.
- Accompanied by proof of purchase or order number.
The right of withdrawal does not apply in cases legally excluded under consumer protection law, including, among others, products that are clearly personalized or made to the customer's specifications.
2. Personalized products
Due to the nature of the products sold by Sonlux, some items may include personalized elements, specific configurations, or content adapted to customer preferences.
In these cases, and in accordance with applicable consumer protection law, personalized products may be excluded from the right of withdrawal, unless they have manufacturing defects, errors attributable to Sonlux, or a lack of conformity.
If your order includes personalization, we will review each request individually before authorizing a return or refund.
3. 30-day satisfaction guarantee
Regardless of the legal rights to which you may be entitled as a consumer, Sonlux offers a commercial satisfaction guarantee of 30 calendar days from the delivery date of your order.
This commercial guarantee applies only to products that:
- Are not clearly personalized, unless expressly authorized by Sonlux.
- Are returned in adequate condition for inspection.
- Show no damage resulting from improper use, mishandling, or abnormal wear.
Sonlux reserves the right to accept, reject, or propose an alternative solution (such as an exchange, replacement, or partial refund) after reviewing the product's condition.
4. Return procedure
To request a return, exchange, or review of your order, please contact us at:
Please include in your request:
- Full name
- Order number
- Reason for the request
- Photos or videos of the product, if there is an issue, defect, or damage
Important: Do not send any product without prior authorization. Unauthorized returns may be rejected. Once your request is approved, we will provide return instructions and the relevant shipping address.
5. Return shipping costs
Unless there is:
- an order error attributable to Sonlux,
- a manufacturing defect, or
- a lack of conformity in the product,
return shipping costs will be the customer's responsibility.
If the issue is attributable to Sonlux, we will cover reasonable replacement or return costs, as applicable.
6. Damaged or defective products, or delivery issues
We recommend checking your order as soon as you receive it.
If the product arrives damaged, defective, incorrect, or has any other issue, please notify us as soon as possible at:
To speed up processing, we recommend contacting us within 48 hours of receipt if there is visible shipping damage or an obvious delivery issue.
This does not limit your legal rights in the event of non-conformity, but it helps us resolve the issue more quickly with the carrier or fulfillment center.
7. Refunds
Once we receive the returned product (where applicable) and review its condition, we will let you know whether the return has been approved.
If a refund is due:
- It will be issued, whenever possible, using the same payment method used for the purchase.
- The refund will be processed within a reasonable time after approval.
- The time for the funds to appear in your account may vary depending on your bank or payment provider.
If the return does not meet the conditions stated above, Sonlux may reject it or, where applicable, offer an alternative solution.
8. International orders
We ship internationally to multiple destinations.
For international orders:
- Delivery times are estimates and may be affected by customs, carriers, local holidays, or circumstances beyond Sonlux's control.
- The customer is responsible for providing a correct and complete shipping address.
- In certain countries, customs duties, import taxes, tariffs, or other local charges may apply, which will be the customer's responsibility unless expressly stated otherwise at checkout.
Sonlux is not responsible for delays resulting from customs procedures, border controls, or causes beyond its reasonable control.
9. Legal warranty
This policy does not limit or replace any rights you may be entitled to under applicable law regarding the legal warranty of conformity, consumer protection, or the sale of goods.
In the event of a defective, non-conforming, or incorrectly delivered product, you may contact:
to request the appropriate remedy under applicable law.
10. Contact
For any questions about returns, refunds, issues, or customer service, you can write to us at: