Return policy – Sonavo UK
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Return policy

Sonavo London

If you have not received the correct items or if the items you have received are faulty, please email to discuss.

If you are unhappy with the items you have received, you can return them to us within 14 days of receipt, provided they are in their original, saleable condition.

Once returned, you are entitled to a full refund, which does not include return postage. We cannot refund or exchange items that appear to have been used, opened or are not in their original condition.

**Request for return**

Please download, print and complete the returns form if you do not already have one. Ask us for the returns form. Email your returns form and a photo of the products you are returning to Once your request has been approved, make sure your return is well packaged and meets all the conditions below. Clearly mark the outer packaging of your parcel "Return". Use an insured tracking service to ensure that your parcel reaches us safely. Send a tracking email with your tracking information to

**Return conditions and instructions:**

- All returned items must be unused, unopened and in their original plastic packaging.
- We do not cover return shipping costs.
- Please ensure that all returned items are properly packaged to prevent damage in the post.
- Please ensure that all returns are sent with tracking and insurance as we cannot be held responsible for items damaged or lost in transit.
- Please ensure that the returns form is approved - without approval your return may not be processed.
- Promotional products cannot be returned.

**Easy returns in three simple steps:**

**Step 1:** Request the returns form using the contact form below. Please include your order number, email address and reason for return.

**Step 2:** Send your order Send the items with the completed returns form to the address indicated on the returns form. Please ensure that the parcel has a tracking and tracing code. As the sender, you are responsible and we don't want any misunderstandings.

**Step 3:** Receive the purchase amount in your bank account Once we have received the parcel, we ensure that the purchase amount is back in your bank account within five working days.

We process returns in China, which means you will need to send your parcel back outside the EU. This can incur a hefty fee of up to €25, which we do not refund.
Return policy