Warranty and returns

This article provides information on warranty and returns for SoundID VoiceAI token pack purchases made in the Sonarworks Store.

In this article:

• General returns policies for Sonarworks Store customers
• 14-day Right of Withdrawal
• Warranty 

General returns policies for Sonarworks Store customers

All purchases made in Sonarworks Store and user account are subject to general returns policies, complying with the Consumer Law and other legal requirements:

• 14-day Right Of Withdrawal - you may request a refund within 14 days after the purchase if you have not used any of the tokens.
• Warranty - products purchased in Sonarworks Store are subject to a 2-year warranty policy. 

Note: Used tokens won't be reimbursed. 

14-day Right of Withdrawal

Within 14 days of the purchase date, a refund is available, no questions asked. A refund is only available if no tokens have been used from the token pack purchased.

Requesting a Right of Withdrawal return

To return an item within the 14-day Right of Withdrawal policy, follow these steps:

1. Submit a support request below, or send an email to subscriptions@sonarworks.com
2. Include the following information in your request:
   
   • Order number
   • Order billing information

A refund will be issued after confirming return eligibility, no further action is needed from the customer. After the return request is processed, the funds will be transferred back using the same payment method that was used for the purchase.

Full details on our 14-day Right of Withdrawal policy can be found here: Sonarworks Legal

Warranty 

Products purchased in the Sonarworks store are subject to a 2-year warranty policy.
Individual calibration service is an exception and the warranty policy does not apply to it.

If you have found a fault in the product or the item doesn’t match the product description, you can request a warranty service.

Warranty conditions

• The warranty is void in cases of product abuse.
• A lack of software features that were introduced after the initial purchase is not a legitimate argument for a warranty request.

Our Support Team will help you troubleshoot the problem to ascertain whether the fault can be fixed remotely and without causing any additional issues after you have submitted a warranty service request. 

Requesting warranty service

To request warranty service on the software or hardware product you've purchased, follow these steps:

1. Submit a support request below, or send an email to subscriptions@sonarworks.com
2. Include the following information in your request:
   
   • Sonarworks Store order number and order billing information
   • Description of the issue and when it was first observed
   • Any applicable photos or videos that demonstrate the issue

Depending on each specific case, the item can be repaired, replaced, or reimbursed (if replacement or repair is not viable). Our customer support team will be in contact with you throughout the entire warranty service process. 

Full details on our Warranty policy can be found here: Sonarworks Legal