Refund Policy

SonoFlux is committed to customer satisfaction and the quality of the products we offer. If a customer receives a defective product or is dissatisfied with their purchase, the following guidelines outline the procedures for requesting a refund.

By purchasing from our website, customers acknowledge and agree to the terms of this Refund Policy.

1. Refund Procedure

1.1 Refund Request Deadline

Customers may request a refund within 7 calendar days from the date the product is delivered.

Refund requests submitted after this period may not be eligible for processing.

Refunds may be requested in the following situations:

  • manufacturing defects

  • product damage during transportation

  • product quality issues

Customers may also request a return during the 7-day period if they decide not to keep the product.

1.2 How to Request a Refund

To initiate a refund request, customers must contact our support team at:

support@sonoflux.com

The request must include:

  • order number

  • description of the issue

  • photo or video evidence (when applicable)

Our support team will review the request and provide detailed instructions for returning the product if necessary.

1.3 Product Inspection

After contacting our support team and receiving return instructions, the customer must ship the product to the address provided.

Return shipping costs may initially be the responsibility of the customer, according to the instructions provided by our support team.

Once the product is received at our distribution center, it will undergo a technical inspection to verify whether the issue reported is valid.

If the defect or product issue is confirmed:

  • the customer will receive a full refund, including the product price

  • return shipping costs may also be reimbursed when applicable

If the product does not present a manufacturing defect or quality issue, the item may be returned to the customer and the shipping costs will not be reimbursed.

1.4 Refund Processing Time

Once the return is approved and the product has been inspected, the refund will be processed.

Refunds may take up to 60 business days to be fully completed depending on:

  • banking procedures

  • credit card processing systems

  • payment provider processing times

Refunds will be issued using the same payment method used for the purchase whenever possible.

Processing times may vary depending on the customer's financial institution.

2. Non-Refundable Products

Certain products cannot be refunded after the packaging has been opened or the product has been used due to hygiene and safety reasons.

These may include:

  • personal hygiene products

  • cosmetic items

  • personal health devices

  • consumable products

Refunds for these items will only be accepted in cases of manufacturing defects or confirmed product damage.

3. Situations Where Refunds May Be Refused

SonoFlux reserves the right to refuse refund requests in the following situations:

  • the product was damaged due to misuse or improper handling

  • the product was returned outside the 7-day request period

  • the customer fails to provide sufficient information about the issue

  • the reported defect cannot be confirmed during product inspection

If the refund request is refused, the product may be returned to the customer and shipping costs may be the responsibility of the customer.

4. Customer Responsibility

Customers are responsible for:

  • providing accurate order information

  • submitting refund requests within the specified timeframe

  • following the return instructions provided by our support team

Failure to follow these procedures may result in denial of the refund request.

5. Payment Disputes and Chargebacks

Customers agree to contact SonoFlux support before initiating any dispute or chargeback with their bank or payment provider.

If an issue occurs, customers must first attempt to resolve the situation by contacting:

support@sonoflux.com

SonoFlux will make reasonable efforts to resolve customer concerns quickly and fairly.

If a chargeback is initiated without prior contact with our support team, SonoFlux reserves the right to submit all available records to the payment processor, including:

  • order confirmation records

  • payment authorization data

  • IP address used during checkout

  • shipping tracking information

  • delivery confirmation from the carrier

  • communication records with the customer

These records may be used to dispute fraudulent chargebacks with payment networks such as:

  • Visa

  • Mastercard

  • American Express

6. Policy Compliance

Customers must follow the procedures described in this Refund Policy in order for refund requests to be processed.

Failure to comply with these procedures may result in refusal of the refund request.

7. Policy Updates

SonoFlux reserves the right to update or modify this Refund Policy at any time without prior notice.

The most recent version will always be available on our website.

SonoFlux
January 1, 2025