Returns & refunds
What to do if something is not right with your order.
If your product arrives damaged, faulty or is not what you ordered, contact us within 7 days of delivery with your order reference and a photo of the item. We will work with our fulfillment partner to arrange a replacement or refund where applicable.
How to request a return
- Email contact@sounez.com with your order reference.
- Tell us what is wrong and include photos if possible.
- Keep the product and its original packaging until we reply.
Refunds
Because you pay in cash on delivery, approved refunds are arranged directly with you (for example by bank transfer). We will explain the method and timing when your request is approved.
Things we may not be able to accept
- Items that have been used, damaged after delivery, or are missing parts or packaging.
- Personal care and hygiene products once opened, unless faulty.
These conditions do not affect any rights you have under the consumer protection laws of your country.