Refund Policy
Sono Sleep
Return/Refund Policy
At Sono Sleep, we strive to ensure customer satisfaction with every purchase. If you are not completely satisfied with your purchase, we offer a straightforward return/refund policy to make the process as convenient as possible. Please read the following guidelines regarding our return/refund policy:
1. Returns Eligibility:
- Our return policy is applicable to all products purchased directly from Sono Sleep.
- Returns are accepted within 30 days from the date of delivery, if the return request is made after the specified timeframe, we will not be able to process the return/refund.
- The item(s) must be unused, undamaged, and in its original packaging.
- Certain products may have specific return requirements due to hygiene or safety reasons (e.g., personal care items, food products, etc.). Please check the product description or contact our customer service for more information.
2. Return Process:
- To initiate a return, please contact Support@sonosleep.co within the specified return period.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- Our customer service team will guide you through the return process and provide you with a return authorization (RA) number if required.
- Please ensure that the item(s) are securely packaged to prevent damage during transit.
3. Return/Refund Options:
- Refund: Once we receive and inspect the returned item(s), we will initiate a refund to your original method of payment within 5-10 days. Please note that the refund may take additional time to appear on your statement, depending on your bank or credit card company.
- Exchange: If you wish to exchange the item(s) please specify your preference when contacting our customer service. We will guide you through the exchange process, subject to availability.
4. Non-Refundable Items:
-Your first 30-day pouch which you opened, does not need to be returned. Any additional pouches must remain unopened to qualify for a return.
-Gift cards or vouchers
5. Damaged or Defective Items:
-If you receive a damaged or defective item, please contact our customer support immediately.
-We may require photographic evidence or further information to assess the issue.
-Upon verification, we will provide a replacement, or offer a refund, depending on the circumstances.
6. Return Shipping:
- Unless the return is due to our error or a defective item, the customer is responsible for return shipping costs.
- We recommend using a trackable shipping method to ensure the safe return of the item(s).
- In case of a refund, the original shipping charges are non-refundable.
It's important to note that this return/refund policy is subject to change without prior notice. We encourage our customers to review the policy periodically for any updates or revisions.
If you have any questions or need further assistance, please don't hesitate to reach out to our customer service team at Support@sonosleep.co. We are here to help you!
Thank you,
The Sono Team