Refund policy
At Sonsole, we want you to feel confident ordering from us. If your Sonsole isn't right for you, we're here to help.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a refund under our voluntary 30-day return policy, your Sonsole should be returned:
- Complete with all original components and carry bag
- In its original packaging where reasonably possible
- Accompanied by proof of purchase
We understand you'll want to unpack and inspect your Sonsole after delivery. That's absolutely fine. If a product has been used beyond what is reasonably necessary to inspect it, or is returned damaged, incomplete or excessively soiled, we may reduce the refund to reflect any loss in value.
Starting a Return
To request a return or cancellation, log in to your account and open Orders, then select the order and choose Request return — or email us at hello@sonsole.com with your order number if you would prefer.
Once your request has been approved, we'll provide instructions for returning your order.
Returns sent without prior authorisation cannot be processed.
Return address
Send to: C. de Cerceda, 20, Vicalvaro, 28052 Madrid
Unless your item is defective, damaged or incorrect, the cost of returning your order is your responsibility.
Because Sonsole is a large product, return shipping costs may vary depending on your location and courier. Typical return costs within Europe are approximately €15–€35, although this may vary.
Damaged, Defective or Incorrect Orders
Please inspect your Sonsole when it arrives.
If your order arrives damaged, defective or incorrect, contact us as soon as possible at hello@sonsole.com.
We'll assess the issue promptly and, where appropriate, repair, replace or refund your order at no additional cost to you.
Sonsole Warranty
Every Sonsole is backed by our warranty against manufacturing defects.
If something isn't right, we'll work quickly to put it right.
Our manufacturing warranty is provided in addition to, and does not affect, any statutory rights you may have under applicable consumer protection laws.
Exchanges
If you would like to exchange your Sonsole for another colour, the quickest solution is to return your original order and place a new order once your return has been approved.
European Union Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to cancel your purchase within 14 days of the day you (or someone you nominate) receive the last item of your order, without giving any reason.
You may also cancel your order at any time before it has been shipped by contacting us at hello@sonsole.com or through your account under Orders. If your order ha not yet been dispatched, we will cancel it and issue a full refund.
You may inspect your Sonsole in the same way you would be able to in a physical shop.
If the product has been handled beyond what is reasonably necessary to establish its nature, characteristics or functioning, we may reduce the refund to reflect any loss in value, as permitted by applicable law.
Where you exercise your statutory right of withdrawal, we will refund:
- the full purchase price;
- the original standard delivery cost (where applicable);
within 14 days, provided we have received the returned goods or satisfactory evidence that they have been sent back.
We will process this refund using the same payment method you used for the original order, at no extra cost to you
Unless the return is due to a fault or our error, you are responsible for the cost of returning the product.
Refunds
For returns made under our voluntary 30-day return policy, we'll notify you once we have received and inspected your return.
If approved, your refund will be issued to your original payment method.
Refunds are usually processed within 10 business days, although your bank or card provider may require additional time before the funds appear in your account.
If you haven't received your refund within 15 business days after approval, please contact hello@sonsole.com.
Your Consumer Rights
Nothing in this Returns & Refunds Policy limits or affects your statutory consumer rights under applicable law.
Questions?
If you have any questions before placing an order—or afterwards—we're always happy to help.