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Frequently Asked Questions about Returns and Warranty (FAQ)
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 department by e-mail, quoting your order number, to bestellungen@sonoro.de or via our Cancellation form with. If the item has already been shipped, we will coordinate the return procedure with you individually.
If you would like to exchange the item you ordered, please inform our Customer Service by simply calling +49 (0) 2131 88 34 141 with your order number or sending an e-mail to support@sonoro.de with. After receipt of your return and completed quality inspection, we will take care of the shipment of the exchange item and any outstanding payments.
We are sorry that you are not satisfied with your order and would like to return it. In addition to the statutory right of withdrawal of 14 days, we grant you an extended return period of 30 days. However, external defects must be claimed in writing within 14 days of receipt. The return is always free of charge for you.
Please contact our service via the following contact form or contact us at +49 (0) 2131 / 8834 141 so that we can assist you with the return.
You will receive a confirmed RMA document from us, which you please enclose with the goods. Furthermore, you will receive a shipping label from us, which you please stick on the original shipping label.
Please send the goods back to us undamaged, with the delivered brown transport packaging and in the original packaging with all accessories and with all packaging components. Packed ready, take the package to the nearest branch of the shipping service provider.
You will only have to pay for any loss in value of the goods if this loss in value is due to insufficiently safe packaging for transport or if it is due to your handling the goods in a way that is not necessary for checking the condition, properties and functioning of the goods.
Once your package has arrived at our warehouse and has been checked by us, you will receive a confirmation email and we will refund you. Depending on the means of payment used, the deadlines and conditions of the refund will vary.
| Payment methods | Refund modalities | Refund deadlines |
|---|---|---|
| Credit card | Credit to the bank account linked to the credit card used | 2-4 working days after receipt of goods |
| Bank transfer | Bank transfer | 5 workdays |
| PayPal | Credit to the PayPal account used | 2-3 working days after receipt of goods |
| Klarna | Credit to the bank account used for the bank transfer | 2-3 working days after receipt of goods |
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 is defective, please inform our customer service. Customer service by telephone on +49 (0) 2131 88 34 141 or by e-mail to support@sonoro.de, stating your order number, the name of the appliance, the colour, the serial number and the date of purchase. 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 help you avoid any costs and enable us to better allocate a return.
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.
Our address for returns is:
sonoro audio GmbH
c/o LetMeRepair Rhein-Main GmbH
In the Weidig 3
63785 Offenburg on the Main
We bear the direct costs for returns of goods that can be sent by parcel post, insofar as these are orders from private customers, i.e. consumers within the meaning of §13 BGB (German Civil Code).
We provide a two-year warranty on our audio systems as standard.
Back to the FAQ overview
Complaint within the warranty
All sonoro products enjoy a 2-year warranty from the date of purchase. The warranty period for batteries and rechargeable batteries is 6 months.
To ensure a quick and smooth processing of the return, please follow the instructions below carefully.
Please do not send any goods independently to our postal address. We do not have a sales outlet at our location, "only" our office is located here.
1. please contact us before returning your product.
This way we can take care of your request in the best possible way.
The best way to reach us is via our contact form.
Please have one of the following pieces of information ready:
- Model name ("Product No." on the back of the product).
- Serial number ("S/N" on the back of the product)
- Invoice
Our support team will deal with your request promptly and get back to you.
You will receive the repair order number(RMA number) with all shipping instructions and the free UPS shipping label from us by e-mail.
Please enclose the RMA document with the package and mark the RMA number clearly visible on the package.
If you do not have access to a printer, it is sufficient to write the RMA number on a piece of paper and enclose it.
Suitable, stable and shock-resistant packaging must be used for shipping. If possible, use the original sonoro packaging. Please remove the original shipping labels or make them unrecognisable. The unit must be wrapped inside in suitable packaging (such as bubble wrap or cardboard) and must not move. Please enclose all accessories. We cannot accept any liability for damage caused by inadequate packaging.
Prevent the product from moving back and forth in the packaging or being switched on accidentally by placing the product as upright and central as possible in the packaging and using suitable filling material.
It is best to use the filling material or newsprint included in the original consignment, if any, to fill the spaces. If you are returning multiple products containing dangerous goods, please make sure to return them individually, not together in one package, to comply with legal requirements.
Suitable, stable and shock-resistant packaging must be used for shipping. If possible, use the original sonoro packaging. Please remove the original shipping labels or make them unrecognisable. The unit must be wrapped inside in suitable packaging (such as bubble wrap or cardboard) and must not move. Please enclose all accessories. We cannot accept any liability for damage caused by inadequate packaging.
Prevent the product from moving back and forth in the packaging or being switched on accidentally by placing the product as upright and central as possible in the packaging and using suitable filling material.
It is best to use the filling material or newsprint included in the original consignment, if any, to fill the spaces. If you are returning multiple products containing dangerous goods, please make sure to return them individually, not together in one package, to comply with legal requirements.
4. stick on label and ready for dispatch
Stick the label on the box so that the original shipping label is no longer visible (remove the shipping label for this if necessary).
Once packed, take the package to any UPS Access Point™ or UPS Store®. You can also have your package picked up. Please contact UPS directly to arrange a pick-up.
Once packed, take the package to any UPS Access Point™ or UPS Store®. You can also have your package picked up. Please contact UPS directly to arrange a pick-up.
Complaint outside the warranty
All sonoro products enjoy a 2-year warranty from the date of purchase. The warranty period for batteries and rechargeable batteries is 6 months.
To ensure a quick and smooth processing of the return, please follow the instructions below carefully.
Please do not send any goods independently to our postal address. We do not have a sales outlet at our location, "only" our office is located here.
1. please contact us before returning your product.
This way we can take care of your request in the best possible way.
The best way to reach us is via our contact form.
Please have one of the following pieces of information ready:
- Model name ("Product No." on the back of the product).
- Serial number ("S/N" on the back of the product)
- Invoice
Our support team will deal with your request promptly and get back to you.
After checking the data you have submitted, you will receive a repair order number (RMA number) and a package label from us by email. After receipt by the service workshop commissioned by us and error checking, you will receive a detailed cost estimate for the repair services including shipping costs.
Please note that a flat rate is charged for the error check and preparation of the cost proposal, which will be charged in the event of the repair. Please order the repair in writing and informally by e-mail and transfer the flat-rate repair fee to our service workshop in advance. After receipt, you will receive your repaired device back after a maximum of 10 working days.
