Free shipping
Frequently asked questions about returns and warranty
If you have a question about returns or warranty that has not already been answered here, please feel free to contact us via our contact form.
Directly to the contact form
If you would like to cancel your order before the goods have been dispatched, simply inform our customer service by sending an e-mail to bestellungen@sonoro.de or using our cancellation form, stating your order number. If the item has already been shipped, we will coordinate the return procedure with you individually.
If you would like to exchange your ordered item, please inform our customer service stating your order number via contact form or simply by phone at +49 (0) 2131 88 34 141. You will receive an authorization number (RMA) and a free shipping label from us. After receipt of your return and completed incoming goods inspection, we will take care of the delivery of the exchange item and any outstanding payments.
After we have received your cancellation or return, we will refund the invoice amount after checking the item. The refund will be made via the original means of payment used for the purchase. It is not necessary to cancel payments made, for example credit card booking, as this may incur charges.
If your order has not been delivered correctly, we will organise the return or exchange of the goods. There are no additional costs for you. If your order has a quality defect or defect, please inform our customer service by telephone, stating your order number, the name of the appliance, the colour, the serial number and the date of purchase. +49 (0) 2131 88 34 141 or by e-mail to support@sonoro.de with. After checking your complaint, we will organise the return or exchange of the goods.
In case of a return, please contact our customer service first. This will prevent you from incurring costs and we can better allocate a return. A return is only possible with an authorization number (RMA) .
For shipments by UPS and DHL, you will receive an electronic return label from us for free return. Please affix this label to the original packaging and return the package to us by UPS or DHL. If you are unable to visit your drop-off point in person, you have the option of arranging a collection by UPS and DHL at your own expense.
In any case, please note the following points:
- Do not return the parcel carriage forward, but use our returns label
- It is best to use the original packaging for the return shipment in order to avoid transport damage.
- Enclose the invoice or copy of the invoice and/or the delivery note with the return.
If you buy from us as a private person, i.e. consumer in the sense of §13 BGB (German Civil Code), we bear the direct costs for returns of goods that can be shipped by parcel.
We provide a two-year warranty on our audio systems from the date of purchase, provided the purchase was made through an authorized dealer or through our official online store.
Back to the overview
