At Sonic Harbour, we want you to enjoy your shopping experience with confidence. Please read our Refund & Returns Policy carefully before making a purchase. By placing an order, you agree to the following terms.
General Policy
- We act as a reseller/Third-party fulfilment Seller. This means products may be shipped directly from our suppliers or warehouses. Delivery times, packaging, and availability may vary.
- Our refund and return policy is designed to comply with consumer protection standards while also accounting for the nature of international shipping and supply-chain limitations.
- All requests for returns, refunds, or exchanges must be submitted within 14 days of receiving your order unless otherwise stated.
- By purchasing from Sonic Harbor, you acknowledge and agree that in the event of a return, refund, or warranty claim, you may be required to communicate directly with the supplier or fulfilment partner. Sonic Harbor will provide guidance, support, and assistance throughout this process to ensure a fair outcome.
Eligibility for Returns & Refunds
We accept returns/refunds only under the following conditions:
- Damaged, defective, or incorrect items
- If you receive a product that is damaged, faulty, or significantly different from the description, you may request a replacement or refund.
- Clear photos and/or video evidence of the issue are required for processing.
- Non-delivery
- If your order does not arrive within the stated estimated delivery timeframe (subject to courier and customs delays outside our control), you may be eligible for a refund or reshipment.
- Order cancellations
- Orders can only be cancelled within 24 hours of purchase. After this time, we cannot guarantee cancellation as the order may already be processed by our supplier.
Non-Returnable / Non-Refundable Items
- Due to hygiene and safety reasons, certain items such as in-ear headphones, sleep bands, or wearable devices cannot be returned once opened unless defective.
- Products that show signs of wear, misuse, or physical damage caused by the customer are not eligible for refund.
- “Change of mind” returns are not accepted. Please ensure the product is right for you before ordering.
Return Process
- Contact us at support@sonicharbour.co.uk with your order number, proof of purchase, and photos (if applicable).
- We will advise whether the item qualifies for return/refund and provide instructions.
- In many cases, customers will be required to coordinate the return directly with the supplier. Sonic Harbor will act as your support contact, helping to facilitate communication and resolution.
- Customers are responsible for return shipping costs unless the product is defective or incorrect.
- Returned items must be in their original packaging and condition.
Refunds
- Approved refunds will be issued to your original payment method within 7–14 business days after inspection/verification.
- Shipping fees, customs duties, and handling charges are generally non-refundable, except in cases of defective or incorrect items.
Exchanges
- Where possible, we may offer an exchange instead of a refund. Availability depends on supplier stock.
Important Notes
- Sonic Harbor is not responsible for delays due to customs clearance, courier issues, or force majeure events (e.g., strikes, natural disasters).
- Customers are responsible for providing accurate shipping details. Refunds will not be issued for failed delivery due to incorrect or incomplete addresses.
- This policy is subject to change without notice, and the version published at the time of purchase will apply.
For all return and refund requests, please contact:
support@sonicharbour.co.uk