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.
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CAN I CANCEL MY ORDER?

If you wish 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 your order. If the item has already been shipped, we will coordinate the return procedure with you individually.

WHAT IS THE PROCEDURE FOR EXCHANGING MY ORDER?

If you would like to exchange your ordered item, simply inform our Customer service customer service department by calling +49 (0) 2131 88 34 141 or by sending an e-mail to support@sonoro.de with us. After we have received your return and completed our quality check, we will take care of shipping the exchange item and any outstanding payments.

HOW DO I GET MY MONEY BACK?

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.

MY ORDERED ITEM HAS A DEFECT. HOW DO I MAKE A COMPLAINT?

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.

HOW DO I RETURN AN ITEM?

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

DO I HAVE TO PAY THE COSTS FOR A RETURN SHIPMENT MYSELF?

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).

HOW LONG IS THE STANDARD WARRANTY ON SONORO AUDIO SYSTEMS?

We provide a two-year warranty on our audio systems as standard.

CAN I GET A WARRANTY EXTENSION?

Buyers of MEISTERSTÜCK, PRESTIGE and ELITE receive a warranty extension of one year when registering their units. The registration can be done under the following link: register.sonoro.de