Sonido Live Return Policy

Effective March 16th, 2019:

Please note that the refund policies between SonidoLive.com and Sonido Live's Los Angeles Store are different.  Below are presented the refund policies for SonidoLive.com:

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Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

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For products coming from China, our policy lasts 14 days.  If you order, you agree to understanding that the sea transportation route is lengthy and will take 40-60 days / 19-39 business days. 

Should you want to cancel your order when the order is on route, you would need to wait until the order has arrived to your doorstep.  We will charge a re-stocking fee up to 50% upon cancellation of orders en route. We will also charge re-stocking fees up to 50% for products arriving "defective" after 1-2 days of item's arrival date. 

While we hate charging re-stocking fees and lengthy shipping times, our Chinese products are listed at factory-direct wholesale cost and are covered with either a 1-year replacement warranty (for items below $150) or 2-year repair warranty (for items over $150). We will do everything we can to accommodate and assist, but our products coming from China are considered to "special order" (please see TITLE III for clarification and more information).

For USA shipping, you must contact us the the day of or the next day of the package's arrival if the item is defective to receive a full refund.  After the first two days of the package's arrival, you are subject to a 10% re-stocking fee minus the shipping cost of the return label. 

To be eligible for a return, items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

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Several types of goods are exempt from being returned. Special orders cannot be returned. We also do not accept headphones, earphones or products that have already been registered by the warranty.

Additional non-returnable items:
- Registered products
- Downloadable software products
- Discontinued products, closeouts, and used products
- Damaged products
- Special orders
- Oversized or overweight items
- Software
- Replacement / Spare Parts
- Concert-grade stage lasers

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To complete your return, we require a receipt or proof of purchase as well as an RMA # ("Return Merchandise Authorization Number"). To acquire an RMA #, you must reach out to a Sonido Live team member for an RMA # online or at josh@sonidolive.com

How to Make a Return:
To ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist:

- Please write the RMA number on the shipping label and NOT on the product box itself.
Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

- If your package was originally shipped double-boxed, please return the unit(s) double-boxed.

- The product should be packed in the original product box with the UPC codes intact.
When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.

- Remember that if your order was shipped for free, the cost of outbound shipping will be deducted from your return credit.

Please do not send your purchase order back to the manufacturer. Please do not send your purchase order to us without an RMA #.

There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition is damaged, missing packaging, missing accessories or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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How Refunds Are Issued:

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days:

- Credit cards: 3-5 business days (Refund Time [Once Refund Is Processed])
- Debit cards: Up to 10 business days (Refund Time [Once Refund Is Processed])

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Partial Refunds or Re-stocking Fees:

If You Return the item or items in original condition past the return window still inside its box with all the accessories and packaging material - re-stocking fee: 25% of the item's price.

Items that are damaged, missing parts, missing packaging and packaging accessories, not in the original condition, or have obvious signs of use, wear and tear for reasons not due to a seller error - re-stocking fee: Up to 50% of the item's price.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@sonidolive.com.

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Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at josh@sonidolive.com.

Please note that we are willing to work with you in case something goes wrong or need of any assistance even if the return window has passed.  We'll always do our best to accommodate your needs because our goal is to keep you as a customer. However, we have the right to refuse any refunds, exchanges or returns if we notice or feel that there is abuse in our returns policies.