WARRANTY / RETURN / REFUND POLICY
120-day Limited Warranty against manufacturing defects. This Product is Warrantied for a term of 120 days from day of purchase against any defect arising from the manufacturing process. Normal wear and tear of product arising from daily usage are not covered under this warranty. Power cable, leads, cables and gel are not covered under this warranty.
REFUND & RETURN POLICY
To initiate a return please email our team members at admin_support@sonocontour.com.
Please DO NOT send any product back without approval from our administrative support team or an RMA. Any product sent back to us without RMA or prior approval might be rejected and returned back to you. We do not take any responsibility for any packages sent without prior approval.
30-Day Money Back Guarantee. Sono Contour Premium, CaV, I.F., Ultrasound / RF pencils, Ultrasonic scrubber.
Our policy as stated here in lasts 30 days. Starting from the delivery date you have 30 days to initiate a return. If and when 30 days have passed from your delivery date we can no longer offer you a refund or exchange. Please read below for refund or exchange eligibility.
Eligibility: In order to be eligible for our money back guarantee you need to have followed these simple steps and instructions.
1) Prior to using our devices, be sure to take a clear photo or video of the area you want to improve with date information from your device.
2) Make sure you read and follow the "Recommended Instructions" in our user guides and follow the recommended times of usages per week which can differ from system to system.
3) Take clear photos or video of you using the system at least once a week, demonstrating your knowledge of system usage.
4) Take clear photos or video of the same area 30 days after usage.
5) Email us at admin_support@sonocontour.com with photos, videos or both within 24 hours after your 30th day.
6) We will review your claim. Please allow 24 to 72 hours for review.
7) Once your claim is validated and approved you will need to send your item back. Please send system back in the original packaging, accessories/plug and placed in a separate shipping box. Please Note: packages sent back in either an envelope or without the original packing or accessories will not be issued a refund and items will be returned back to you.
8) Refunds will be issued once items are received back to our warehouse.
The largest factor which will determine your success and results with our devices is simply using each consistently, following instructions as advised and for the recommended period of time. Please keep in mind that having a poor diet, overeating and living an unhealthy lifestyle will severely impact any potential results.
We reserve the right to reject or deny a refund in the event any requirement from above is not met or in the event that we are not satisfied (acting reasonably and in good conscience) with the supporting evidence provided to us.
In order to protect ourselves (Sono Contour LLC) from fraud, this is only valid on your original order. In the case of multiple orders and returning customers only one claim per customer will be issue.
60-Day Money Back Guarantee- Laser Hair Removal by Sono Contour
Our policy extends for 60 days. You have 60 days from the date of delivery to initiate a return. If 60 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange. All Eligibility requirements as noted in the above eligibility segment set forth above in this page must be met with the only exception that the time allotted will be for a period of no more than 60 days from delivered date.
Ultrasonic gel and lead pads are not subject to any warranty, guarantee or refund policies.
Late of Missing Refunds (if applicable)
If you have not received a refund yet, first check with your bank or credit card company and review their refund time allotment policy. These policies and processing times can vary from company to company.
if you have done this and you still have not received your refund yet after the time specified by your financial institution please contact us at admin_support@sonocontour.com.
Exchanges (if applicable) We will only replace items if they are defective from manufacturing or damaged upon delivery. If an item exchange is deemed appropriate it will be exchange for the same item. Please send us images or a short video demonstrating the damage upon item arrival to admin_support@sonocontour.com.
Stolen or Lost Packages
We are not responsible for any stolen or lost packages confirmed as successfully delivered to the address provided for the order. Upon inquiry, we can and will confirm the delivery with the shipping company and the address provided. You will also be able to confirm delivery information via the tracking information provided after purchase was initiated.
If a package is reported as delivered but has not been received, please contact the shipping carrier used and open a case with them to try and locate the package first. If need be, make a police report if the package has been deemed delivered and stolen from your delivery address. If the package cannot be located (missing or stolen) let our support team know and a replacement package may be able to be provided at no extra cost. Refunds will not be issued for missing or stolen packages. If provided, all replacements provided by us might be subject to shipping/handling charges. Replacements are not eligible for a refund, exchange or replacement. Please contact us at admin_support@sonocontour.com.
Returns
You will be responsible for paying for your own shipping costs for returning your items. The shipping costs are non-refundable where shipping cost is applicable. When shipping an item back you should consider using a trackable shipping service or purchasing shipping insurance. We don not guarantee that we will receive your returned item. We are not responsible for any duty/import/taxes/customs/etc charges you may incur.
Usually it takes 1-3 business days for returned packages to be processed, however in busy periods please allow up to 5 business days.
Items allocated for return should be shipped back to our warehouse within 5 business days from the date that the return label or shipping instructions are provided. PLEASE NOTE that we may not proceed with the refund if the item has been shipped back to us after 5 days or more. Furthermore, be sure to contact our support team at admin_support@sonocontour.com, and provide the tracking number of the returned item in order for us to keep track of the package until we receive it in our warehouse.
Please note that we charge a $15 or 10% restocking fee, whichever is higher, for any returned item.
We reserve the right to refuse a refund or exchange if the item(s) is/are returned are deemed to be damaged or appear to be in a heavily used condition, including but not limited to scratches, cracks, dents, ect.
Any False statement about the condition of the merchandise, by the client, at the time of issuing a return or RMA will null and void any verbal or written contract or agreement set forth on our return/refund policy. At this point the item will be sent back to the client and no further refund will be allocated. The only warranty allowed will be the manufacturer’s replacement warranty.
Orders where a 'special' case discount code was used that was provided by our team are not eligible for a return or a refund.
Replacements are not eligible for return or refund.
Change of Mind/ Accidental Orders
If you changed your mind about your purchase or made a purchase by accident and your packages have already been shipped or delivered you are welcome to return your product to us within 72 hours of your delivery date, however it must be unused, unopened and shipped back in the original unopened shipping box. We will only issue a refund once we have received the product back at our warehouse, and our team ensures it is unopened and in resale condition. There will be a 15% restocking fee and processing fee per item depending on the size of the package. In the event that a product returned back to us is NOT in its original, unused and unopened condition, a 20% fee will be deducted from each item refunded.
REFUSED PACKAGES/ INCORRECT ADDRESS/ NOT PICKED UP ON TIME
If a package is refused at the time of the delivery by the customer and returned, there will be a non-refundable return label fee, processing and restocking fee ranging from $25 to $35 depending on the size of the package. On all original shipping merchandise. We are not responsible for any denied return/refund item that the customers sends back once said return / refund request has been denied. Return label fees are charged by the carrier. if a package is returned to us due to an incorrect address or if it wasn't picked up on time from the local postal office, there will also be a non-refundable return label fee and a new re-shipment fee if the customer wishes to have their package reshipped.
ORDER CANCELLATION
We have a very fast turnaround of orders in our warehouse to ensure quick delivery, this means that we cannot guarantee orders can be edited or cancelled once placed. To edit or cancel your order please contact us at admin_support@sonocontour.com with the subject 'cancel' and your order details as soon as possible. We will charge a 15% fee of the total transaction for order cancellations. These are costs incurred by banks, payment processors, shipping and packaging costs.
WE RESERVE THE RIGHT TO CHANGE, MODIFY, ADD OR REMOVE PORTIONS OF THIS POLICY AT ANY TIME WITHOUT NOTICE. You should check our policies and procedures on this page periodically for changes and updates. Your continued use of this site following the posting of changes and/or revisions to these policies constitutes acceptance to those policy changes and/or revisions.
Last updated: January, 20th 2023.