Refund policy

Return & Exchange Policy — Sonex Industry

At Sonex Industry, we want you to feel confident about your purchase. If something isn’t right, we’re here to help.

Returns and exchanges

You may request a return or exchange within 7 calendar days of receiving your order. For change-of-mind returns, products must be unused, unwashed, and in their original packaging, with all accessories, labels, and proof of purchase.

Cookware that has been used for cooking cannot be returned for a change of mind. This does not prevent you from reporting a manufacturing defect.

Damaged, defective, or incorrect items

Please inspect your order upon arrival. If an item arrives damaged, incomplete, or incorrect, contact us as soon as possible—preferably within 48 hours—with your order number and clear photos of the item and packaging. An unboxing video can help, but is not required.

Once the issue is verified, we will arrange an appropriate replacement or refund and cover the necessary return and replacement shipping costs. The 48-hour reporting preference does not exclude defects discovered later.

What is not covered

Change-of-mind returns are not accepted for used cookware or incomplete sets. Damage caused by overheating, misuse, improper cleaning, accidental damage, or normal wear is not treated as a manufacturing defect.

How to request a return

Contact us through the WhatsApp button or Contact Us page on our website. Include your order number, reason for returning, and relevant photos.

Our team will provide return instructions and the return address. Please contact us before sending anything back and dispatch approved returns within 7 calendar days of approval.

Shipping charges

For change-of-mind returns or exchanges, customers pay return shipping and any replacement delivery charges. Original delivery charges are non-refundable for these returns.

If we supplied a faulty or incorrect item, you will not pay the shipping costs needed to resolve the issue.

Refunds and exchanges

We will inspect your return and confirm the outcome within 3 working days of receiving it. Approved refunds will be issued within a further 7 working days.

Refunds go to the original payment method where possible. Cash-on-delivery refunds are made by bank transfer to an account agreed with the customer. Your payment provider may require additional processing time.

Exchanges depend on stock availability. If a replacement is unavailable, we will offer a refund.

This policy does not limit your rights under applicable consumer law.