Refund policy
Dear customer, please don’t worry much about waiting. We will answer your email within 24 hrs! If you have got any problems with the products from https://soundlux.shop, we will get you covered. Contact our customer service team, you will get a timely response and we will arrange the return and refund for you step by step with certain regular progress and process.
The whole step will be easy is our promise. We are working hard to make sure a satisfying customer shopping experience on our website, sincerely hope you are able to order from https://soundlux.com with satisfaction and confidence. And we believe one of the keys to giving you this experience is having a return policy that is both inclusive and forgiving.
Return Process
We are committed to making the return process as efficient as possible. You can easily initiate a return by phone, email, or online message. Please note, there is no automated order processing system at this time, so the entire process may take some time. Once we receive your return request, our support team will begin processing it and confirm all the order details. After confirmation, we will send you an email with a specific return address. You can then package the products, ensuring they are in their original packaging, and send them back to us. For returns, please include the order number inside the package. The buyer is responsible for the return shipping cost. Additionally, for energy storage products, please contact our customer service in advance to obtain a return label. Returns are accepted within one year of purchase.
Dislike The Phone within 14 Days
If you dislike the phone for any reasons, such as the phone's shape isn't the one you imagine, or the functions are not what you expected, you can contact us within 14 days from the day the package delivered to you. You need to offer photos or videos to show us the phone is in the same condition as when it was delivered to you, without any other damage or defective parts.
Once we have confirmed the condition that the phone should be returned to us, customers will be charged only once at shipping costs (this includes returns). We will refund the price you paid, after we have received the phone and checked the condition and the original accessories are included and without any other damages or scratches. If there are any aesthetic imperfections or missing parts, we will charge you 20% of the phone's price for restocking.
(Note: During the return shipping you are responsible for any customs charges or tariffs to return the phone. In these cases we will deduct the taxes we need to pay from the refund you will receive.)
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. For purchases made with your credit or debit card, the refund can take up to 30 days to show up on your account. If you bought the item using your bank account or PayPal balance, the balance will be credited to your PayPal account. Funds can take three to five days to arrive in your account.
Note:
1. All customers need to confirm with our customer service or salesman about the return address and details before you send the defective phone back to us. We won't be responsible for your return if you ship it back to us according to the return address on the original parcel we sent to you.
2. Under all of the above situations any resend or refund will be made only after we get the returned items, confirm the phone is in good situation and confirm the problems are the same manufacturing or shipping problems that the customers described.
3. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason. No restocking fee to be charged to the consumers for the return of a product.
4. Please send the item back to us through local post office instead of express service like DHL, UPS, TNT, FEDEX... as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can't receive the item we can't arrange a replacement or repair.
5. We advise you to put a note in the returned package that includes the following details:
1) Your order number;
2) The returned phone's name or SKU;
3) Your return reasons.
This note will help expedite our processing time.
6. If customers have difficulties in sending the phone back to such as a high shipping fee, your country forbids sending batteries out or other problems, you are very welcome to discuss this with our customer service or salesman and come to an agreement on the solution.
