Return policy

When you buy a standard SUONO product as a consumer entirely at a distance, you generally have 14 days from the day you receive the product to withdraw from the purchase.

During this period, you can tell us that you wish to withdraw from the purchase without giving a reason.

After notifying us, you then have 14 days to return the product.

Is the standard return procedure difficult in your situation, or are there special circumstances? Please contact us. Where reasonably possible, we are happy to explore whether another solution can be agreed.

Would you like to return a product? Please contact us first via:

Email: info@suono.nl

Include your name, order or invoice number and the product you wish to return.

We will then send you the return instructions.

Do you have a different situation, for example because returning the product in the usual way is not practical? Please let us know. We will review the options for each situation.

You may inspect and assess the product as reasonably necessary to evaluate it.

Because a SUONO speaker is made from materials including concrete, we ask you to handle it carefully and return it well protected.

If a product has been used beyond what is necessary to assess it and this has demonstrably reduced its value, that reduction in value may be taken into account when handling the return.

This does not automatically mean that a return is impossible. If you are unsure, please contact us so we can assess the product's condition and the options together.

The direct costs of an ordinary return shipment are generally paid by the customer, unless agreed otherwise in advance.

For a defective product, shipping damage or an incorrectly supplied product, please contact us first. When the issue falls under our responsibility, SUONO will pay the necessary return costs.

You can also contact us if the costs or method of returning the product pose a problem in a particular situation. We are happy to explore what is reasonably and practically possible.

After a valid withdrawal, we refund the purchase price and any original standard shipping costs in accordance with the applicable statutory rules.

Depending on the situation, another solution may also be agreed, such as an exchange, repair or replacement, when both the customer and SUONO consider it appropriate.

The statutory right of withdrawal may not apply when a product is made specifically to your personal wishes or specifications.

Examples include:

• a specially chosen colour or finish outside the standard range.
• engraving or personalisation.
• customised dimensions.
• customised electronics.
• a version developed specifically for you.

When an order is treated as custom-made and the statutory right of withdrawal therefore does not apply, we make this clear before the agreement is concluded.

A standard SUONO model that is only produced after ordering is not automatically custom-made.

Even for custom-made products, the absence of a statutory right to return does not mean that discussion is impossible. If you would still like to change or return a custom-made product, please contact us.

Depending on factors including the specification, the condition of the product, when you contact us and the possibility of reusing or reselling the product, we may still be able to offer a solution.

Any return, change, exchange or compensation in that case is based on individual agreements with SUONO.

Check the product upon receipt.

Do you see shipping damage or is something not right? Please contact us as soon as possible and, where possible, send clear photos of the product and packaging.

We will then assess the most appropriate solution. Depending on the situation, this may be a repair, replacement, exchange or another solution.

Simply contact us.

SUONO works with handmade products, and we understand that not every situation fits a single standard rule. Where possible, we therefore look for a reasonable and practical solution together.

This return policy does not restrict consumers' statutory rights.