Returns & Refunds
Changed your mind about your purchase. At Soneron, you can return any item within 30 days of delivery, for any reason. Below we explain the rules, the steps to follow, who covers return shipping costs, and refund timelines.
Conditions
The right of withdrawal can be exercised within 30 days of the product's delivery date. The home item must be intact, never used beyond normal inspection, complete with intact original packaging, instructions, and all included accessories.
How to return an item
- Submitting the return request to [email protected] indicating the order number and reason for withdrawal
- Receiving the return merchandise authorization (RMA) code and the Italian logistics center address for shipment
- Carefully packing items in their sealed original box to protect the goods during transport
- Issuing the refund via bank transfer within 3-10 business days of verifying the return's compliance
Who pays return shipping
Who pays for return shipping. If the device does not work, arrived damaged, or does not match the model ordered, we cover the costs: we will provide a prepaid shipping label or arrange courier pickup at your door. If you simply decided not to keep the purchase, you will cover return shipping, with no hidden fees.
Refund timing and method
When and how you receive your refund. Once we verify that the diffuser meets our return criteria, we process the refund within 3 business days. If you paid cash on delivery, you will receive a bank transfer to your provided IBAN; if you paid by bank transfer, the amount will be returned to the original account. Interbank processing usually takes 1 to 5 business days to clear.
Overview of return scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the correct model and concurrent collection of the non-compliant item | None |
| Parcel lost | Replacement shipment or full refund following investigation with the courier | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Refund of the amount paid for the product | Return shipping only |
Exchanges
Looking to exchange for another model or color. The easiest way is to return the received item and place a separate new order: we will refund the value of the item as soon as it arrives at our warehouse. If the exchange is due to an error on our part, shipping for the new order will be completely free.
Cancelling an order
Cancel before your parcel ships. You can cancel your order free of charge as long as the parcel has not yet been handed over to the courier: send an email to [email protected] with your order reference number. If the shipment has already left, you will need to wait for delivery and then start a return.
Questions about this policy
Do you have questions about noise levels or operation? Contact us by email at [email protected] or by phone at +39 0422 7952 10 during Mon-Fri 08:15 - 16:30, Sat 09:45 - 15:45. We reply to every inquiry within one business day.
- Merchant
- Soneron Home S.r.l.
- Registered address
- Viale della Repubblica, 154, 31100 Treviso TV, Italia
- [email protected]
- Phone
- +39 0422 7952 10
- Working hours
- Mon-Fri 08:15 - 16:30, Sat 09:45 - 15:45
- Registration
- P.IVA IT63651944909