Refund policy

We want every customer to feel confident and supported when purchasing from Sonovo™. Our Returns and Refunds Policy is designed to be clear, fair, and easy to follow, while ensuring all customers are treated consistently.

Sonovo™ products are designed for consistent use over time and are not intended for short-term trial results.

If you need support at any stage, our team is here to help you get the best possible experience from your product before considering a return.
Jack Bridge - Managing Director


14 Day unused returns window

Sonovo™ offers a 14 day return period from the date your order is delivered.

To qualify for a return within this window, items must be:

  • Unused
  • Unopened
  • In their original packaging and condition

We strongly recommend checking your order as soon as it arrives.
Returns that do not meet these conditions may be declined.

Using Your Product Correctly

All Sonovo™ products are supplied with clear instructions, guidance and responsive customer support.

If you are unsure how to use your product, we are here to help. In most cases, issues can be resolved quickly with simple guidance.


Returning A Used Product - Habituation Policy

We understand how frustrating tinnitus can be, especially when you are looking for relief.

Sonovo™ products are designed to support sound enrichment and habituation, which is a gradual process. They are not instant solutions.

Most users begin to notice benefits within 2 to 4 weeks of consistent use, although this varies from person to person.

Once a product has been opened and used, it is no longer eligible for return under the 14 day unused returns window. Any return request will be assessed under the Habituation Policy.

To ensure fairness and proper use:

  • Products must be used consistently for a minimum of 4 weeks before a return based on results is considered
  • The return request must be submitted within 5 weeks from first use

This policy ensures you have had a genuine opportunity to experience the product as intended.

 

Product Suitability

If you believe a product is not suitable, we may request further information to understand the issue.

Our team will always aim to help resolve the issue before proceeding with a return.

 

Quality Control & Packaging

All Sonovo™ products are fully inspected and tested before dispatch to ensure they meet our quality standards.

If your outer packaging arrives damaged:

  • This is typically caused during transit by the courier
  • It may not indicate a fault with the product itself

If the product inside is damaged, please contact us within 14 days and we will resolve this quickly. Alternatively, there may be some circumstances where you must contact the courier if necessary.

 

Courier Related Damage

Once your order has been dispatched, the courier is responsible for delivery.

If your parcel arrives visibly damaged:

  • Please report this directly to the courier as soon as possible
  • We can provide supporting documentation if needed

 

How to Start a Return Using Our Self Return System

Returns are handled through our Shopify Self Return system.

To begin:

  • Visit our Returns Portal - Your account on our website
  • Enter your order details
  • Follow the step-by-step instructions

We recommend using a tracked and insured service.

Customers are responsible for return postage unless:

  • The item is confirmed faulty
  • The incorrect item was received

 

Refund Processing

Once your return is received and inspected:

  • Refunds are processed within 3 to 5 working days
  • Funds are returned to the original payment method

Processing times may vary depending on your bank.

 

Damaged or Faulty Items

If your product is faulty or damaged:

  • Notify us within 14 days of delivery
  • We will arrange a replacement or full refund

This is always handled as a priority.

 

Affiliate Purchases

Orders placed using affiliate discount codes are not eligible for refunds.

 

Order Cancellation

If your order has not been dispatched, it can be cancelled for a full refund.

If it has already been shipped, it must be returned via the standard process.

 

Fair Use & Policy Protection

At Sonovo™, we are committed to providing a fair and supportive experience for all customers.

To ensure we can continue offering high quality products, responsive support, and accessible pricing, we have measures in place to protect our business from misuse of our returns and refund policies.

This includes situations such as:

  • Excessive or repeated return requests
  • Returns that do not meet the conditions outlined in this policy
  • Products being used inconsistently or not in line with provided guidance
  • Claims that are vague, unsupported, or inconsistent

Where necessary, Sonovo™ reserves the right to:

  • Request additional information before approving a return
  • Decline return requests that do not meet our policy conditions
  • Limit or refuse service in cases of suspected misuse

We have a zero tolerance policy against abuse towards our team.

These measures are in place to ensure fairness for all customers and to prevent abuse of our policies & our dedicated care team.

We always aim to resolve genuine concerns quickly and fairly, and we encourage all customers to contact us for support before considering a return.

 

Need Assistance?

If you have any questions about returns, refunds, or your order in general, our team is always here to help. You can reach us at hi@sonovo.co.uk or through our Contact Page.

Your confidence in Sonovo™ truly matters to us, and we are committed to supporting you at every stage of your journey.