Welcome to https://music.sonr.pro/
Thank you for choosing our products.
As with any online purchase, certain terms and conditions apply to transactions made through our website. By placing an order on music.sonr.pro or making a purchase with us, you agree to these terms, along with our Privacy Policy and Terms of Use.
1.1. SONR Inc is not responsible for any additional/extended warranty offers from any other retailer.
1.2. Used items purchased or purchases made with non-official SONR dealers are not warranted.
1.3. SONR Inc requires proof of purchase for any warranty claim.
For all warranty cases, please contact our support team to process your request at support@sonr.pro. Or fill out the form on https://www.sonr.pro/support. Warranty cases are processed within two-three business days.
1.3.1. Please make sure to reply to the SONR Support team providing information such as proof of purchase, and other order details upon request. Absence of communication will result in inability to process the warranty request.
1.4. The warranty is valid only in case of full compliance with the rules of use stated in SONR instruction manual. Please, read the instruction manual and use SONR Products in accordance with it.
1.5. The warranty does not cover:
● Normal wear and tear such as scratches or abrasions;
● Defects caused by rough handling, improper care, negligence, dropping, hitting, and crushing of the product;
● Device loss or theft;
● Damage caused by unauthorized repair or self-repairs;
● Damages that are not defects related to materials or manufacturing processes.
1.6. SONR Inc. reserves the right to amend this Warranty Policy without prior notice.
2.1. SONR Inc provides a warranty on the products for a period of 1 (one) year from the date of delivery of the initial purchase.
2.1.1. The warranty covers the devices and corresponding charging units.
2.2. The warranty is activated automatically from the date of delivery of the initial purchase..
2.3. If the warranty case is confirmed, SONR Inc offers a replacement of the defective device.
2.3.1. If during the remaining period of the original warranty of the initial purchase, replaced SONR device or charging units have manufacturing malfunction or material defects, SONR Inc offers another replacement. According to this Warranty Policy, replacements are not covered by any extended or renewed warranty period.
3.1. Customers must send a warranty request by email to support@sonr.pro or via the support form at https://www.sonr.pro/support.
3.2. SONR Support may request photos or videos of the product and accessories to assess the defect.
3.3. SONR Support has a right to offer a video call with a support specialist to diagnose the products.
3.4. Each replacement request is individually reviewed by the SONR team. If the warranty case is confirmed, please return the defective device by sending it to the return address provided by the SONR Support. The cost of return shipping will be refunded by SONR Inc.
3.5. SONR Inc will make a replacement and ship it at its own expense.
* The device sent as a replacement is sent without accessories.
This shipping policy has been compiled to inform customers on shipping terms & conditions, return & refund guidelines to ensure better customer service and experience about products manufactured by Sonr Inc., 2093 PHILADELPHIA PIKE #3612 CLAYMONT, DE 19703
1.1 Once you place an order for a product in stock, we begin processing it immediately. The packaging process typically takes 1-2 working days. Afterward the order is handed over to the shipping company to arrange shipment.
1.2 In case you would like to cancel your order, please note that cancellations are only possible within 24 hours of placing the order. After this period, cancellation or modification is no longer possible, and standard return procedures will apply. Contact us promptly if you need assistance with cancellation at support@sonr.pro.
1.3 In case you would like to change the items in your order, please contact our Support Team within 24 hours from the date of order placement. Our team will check if the change can be applied upon your request. If there is no possibility to change the items in your order, you’ll need to receive the original order and then return it to our warehouse to receive a refund. After that you can re-order.
1.4 In case of placing the order of product on pre-order stage, you acknowledge that the shipping process for your order commences after the pre-order end date.
2.1. The Customer is solely responsible for providing complete contact and shipping information when placing the order.
2.1.1. To fulfil an order, the Customer must provide a valid delivery address, an active email address, a contact phone number, and the full name of the intended recipient. These details are required to ensure proper processing and delivery.
2.1.2. In some cases, additional information may be required to successfully arrange the shipment. In such cases, our support team will reach out to the Customer using the email address provided when placing the order.
2.2. If the Customer fails to provide all information necessary for the processing and delivery of the order, our support team will make up to three (3) attempts within a period of fourteen (14) to thirty (30) calendar days from the date of purchase, depending on applicable local consumer protection laws. These contact attempts will be made using the email address submitted during checkout. It remains the customer’s sole responsibility to monitor such communications and provide the required information to enable successful shipment.
2.3. If the Customer fails to respond within the aforementioned timeframe, but the shipment is still deemed feasible based on the available information, the order will be shipped.
2.3.1. In such cases, the Company shall bear no responsibility for the success of the delivery. Orders that are undeliverable due to incomplete contact or shipping information provided by the Customer are not eligible for refund or reshipment.
2.3.2. If the delivery process cannot be initiated or completed due to missing contact or shipping or additionally required (in some countries) information, and the Customer does not respond to our contact attempts within the timeframe required by applicable local law—typically fourteen (14) to thirty (30) calendar days from the first contact attempt—the order will be canceled and we will initiate a refund procedure.
2.3.3. In exceptional circumstances such as natural disasters, governmental restrictions, or international customs delays, the timelines defined in Clause 2.3.2 may be reasonably extended at the sole discretion of the company.
3.1. The Customer is solely responsible for the accuracy of all contact and shipping information provided at the time of order placement.
3.2. If incorrect contact or shipping details are submitted, the Customer must notify our support team within twenty-four (24) hours of placing the order. Failure to do so will release the Company from any liability in connection with delivery errors or delays caused by such inaccuracies.
3.3. Orders that are undeliverable due to incorrect contact or shipping details, where no correction was made within the specified twenty-four (24) hour period, are not eligible for refund or reshipment.
4.1 After your order is sent, you should receive an official email from our team with the subject line "SONR Team – Your order is in transit". This email contains your unique tracking number. Copy this number and visit the following website: https://www.17track.net/en. Paste your tracking number into the tracking system and press the "TRACK" button. This will display the latest updates on your order status.
4.2 If you see that your tracking is ‘frozen’ or is not updated in a week, please contact our Support Team at support@sonr.pro.
4.3 To better understand the status of your delivery, please read the following guide on different tracking statuses.
If the tracking doesn’t show any updates or is blank, there may be a delay with your tracking being updated, but it should update soon.
If the tracking status of your package is not updated after a few days, please contact our Support Team at support@sonr.pro and we will check it for you.
If the tracking information for your parcel has been updated to "Pick up" status, it means that your parcel has arrived at a pickup location or a nearby distribution center. If your order is shipped with an express courier service, such as DHL, it is the customer’s responsibility to assist customs with the customs clearance procedure.
Please pay attention to the pickup instructions provided by the carrier and keep your mobile phone available at all times, as the carrier may call you before delivering your parcel to your address.
If the carrier fails to deliver the package to your address, it is the customer’s responsibility to contact the local post office to inquire about the possibility of redelivery or to pick up the package themselves.
You have up to 10 days to collect your parcel from the local post office. If you fail to pick up your parcel within this period, it will be returned to the courier's overseas warehouse.
In case you were not contacted by the courier for a few days after your tracking status is “available for pick-up”, please contact our Support Team at support@sonr.pro, and we will provide you with the contact information of your local courier company.
If your order was returned to the courier oversea warehouse by a delivery partner, it could be due to the following reasons:
In this case, please contact our Support Team at support@sonr.pro and we’ll check if the carrier has reshipment service for your package.
If the package was returned due to one of the reasons mentioned above and the carrier is unable to provide a reshipment service, the package is destroyed by the carrier and refund or replacement for your order cannot be provided. In this case you will have to place a new order.
If after contacting your local post office, you are notified that your package was lost, you will have to request from the Post Office the official email confirmation that your package was lost and we will send you a new device.
Please note that in case if the Post Office indicates the “wrong shipping address” as a cause of the issue, your order will be non-refundable and not eligible for reshipment.
For any further details please contact our Customer Support Team at support@sonr.pro.
One of the reasons for this case may be that the delivery courier has delivered the parcel to a safe place or to your neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbors as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Support Team at support@sonr.pro and we will provide you with contact information of the local courier for further checking on the status of your package.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Our Return&Refund policy lasts 30 days. If 30 days have gone by from the day of delivery, we don’t accept returns and can’t offer you a refund.
If you receive a faulty or incorrect item, please contact our Customer Service Team before making a return. To request a refund for a faulty item, please send a warranty request to our email at support@sonr.pro. Our Customer Support team reserves the right to request additional details, including photos of the device and related accessories, and video evidence of the product's fault. SONR team also reserves the right to request a video call with a support specialist to diagnose the products. Once all the necessary information is received, our technical team will investigate your case and assess the eligibility for a refund.
If you are eligible for a refund, please follow our Return&Refund guidelines specified below.
Return items must be in the same condition you received them, including the original packaging with all enclosed items. We also require a receipt or proof of purchase. Before sending the items back, please ensure they are adequately packed to prevent damage during transit.
As the parcel remains your responsibility until we receive it, we recommend obtaining proof of postage in case you need to follow up on your return.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. You will be refunded for the cost of the product and the shipping costs.
The refund will be processed using your original payment method. We aim to issue refunds within 14 days of receiving the returned item.
In case the purchased item does not meet your expectations, and you would like to request a refund, you have to return the item following the Return and Refund guidelines specified above. You have 30 days from the day of delivery to return an item to be eligible for a refund. We do not accept returns for unwanted items after 30 days from the day of delivery. Shipping costs are not refundable in case of returns of unwanted items.
If you haven’t received a refund yet, first check your bank account again and contact your bank. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@sonr.pro.
