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
Your right to cancel.
You have the legal right to cancel your order within 14 days, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This applies whether or not you have opened or tried the product.
The cancellation period ends 14 days after the goods are received by you, or by a third party you have nominated to receive them (for example, a neighbour).
You may open and inspect the product as you would be able to in a shop before deciding whether to keep it. If the value of the goods is reduced because of unnecessary handling beyond this, we may deduct an amount reflecting that reduction from your refund.
To cancel, please tell us clearly of your decision before the end of the cancellation period. You can do this via our Returns Portal on the website, or by emailing customercare@sonovo.co.uk
If you cancel, we will reimburse the cost of the cancelled goods, using the same payment method you used for the order.
Where goods have not yet been delivered to you, reimbursement will be made within 14 days of your cancellation. Where goods have already been delivered, reimbursement will be made within 14 days of us receiving the goods back, or you providing evidence that you have sent them back, whichever is earlier.
You are responsible for the cost of returning goods to us if you cancel under these Regulations. We recommend using a tracked and insured service.
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.
Our habituation policy (Voluntary).
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 rather than an instant solution. Most users begin to notice benefits within 2 to 4 weeks of consistent use, although this varies from person to person.
As a goodwill gesture, and in addition to your statutory cancellation right above, if you have used your product consistently for at least 4 weeks and are still not satisfied, please get in touch within 5 weeks of first use so we can discuss this with you.
This is a voluntary policy on our part, offered on top of your legal rights - it does not replace or limit your right to a repair, replacement or refund if a product is faulty or not as described.
Damaged or faulty items.
All Sonovo™ products are fully inspected and tested before dispatch to ensure they meet our quality standards.
If your order arrives with damaged packaging, this is typically caused in transit and does not necessarily mean the product itself is affected - we’d still recommend checking the item as soon as you can.
If the item itself arrives damaged, or develops a fault, please contact us as soon as possible so we can arrange an appropriate remedy, such as a replacement or refund.
How to start a return.
Returns are handled through our Shopify Self Return system. To begin:
- Visit our Returns Portal via your account on our website
- Enter your order details
- Follow the step-by-step instructions
You are responsible for the cost of return postage, and we recommend using a tracked and insured service. If an item has been confirmed as faulty by us, or you received the wrong item, we will cover the cost of returning it to us.
Fair use & policy protection.
At Sonovo™, we are committed to providing a fair and supportive experience for every customer, and we will never restrict your statutory right to cancel an order.
To help us keep offering high-quality products, responsive support and accessible pricing, we may take reasonable steps where, for example:
- A goodwill request under our voluntary Habituation Policy is repeated, excessive, or inconsistent with the condition described
- A claim is vague, unsupported, or appears inconsistent with the evidence provided
In these cases, we may request further information before agreeing to a goodwill return that sits outside your statutory rights.
We operate a zero-tolerance policy towards abuse of our team. These measures are about protecting fairness and preventing misuse of our voluntary policies - they are never used to penalise a customer for exercising their statutory rights.
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 customercare@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.