Refund policy

At Sonitek, we aim to provide a straightforward returns process while ensuring products are handled according to our guidelines. This policy applies to all purchases, with specific instructions for eStore orders and custom or quoted orders.

General Returns Policy

  1. Authorization Required:

    • All returns require prior written authorization and an RGA (Return Goods Authorization) number issued by Sonitek.
    • Do not ship products back without authorization. Unauthorized returns will be refused and not processed.

  2. Timeframes:

    • eStore Orders: Return requests must be submitted within 14 days of the original shipping date.
    • Defective Used Equipment: Notify Sonitek in writing within 7 days of delivery to qualify for limited warranty coverage.

  3. Return Shipping:

    • Unless Sonitek made an error, customers are responsible for prepaying return shipping and ensuring adequate packaging and insurance.
    • If Sonitek is at fault, we will refund reasonable shipping charges and may provide our UPS account for return shipping.
    • The order number or RGA number must be clearly marked on the outside of the package.

  4. Condition of Returned Items:

    • To qualify for a refund, items must be returned in unused, unopened, and undamaged condition with all original packaging, accessories, and documentation.
    • For non-defective returns, or if a product is opened, used, incomplete, or damaged, a 25% restocking fee will be deducted from the refund. Items that are materially damaged or not resaleable may be rejected.

  5. Inspection Process:

    • All returns are inspected upon receipt. Refunds are issued after inspection. Products found used, damaged, or not in original condition may be rejected or adjusted per this policy, including the 25% restocking fee.

eStore Returns – How to Request

  1. Submit a return request by either:

    • Logging into your eStore account, locating the order, and clicking Return Items, or
    • Emailing Customer Service with your order number to request an RGA.

  2. Once approved, ship to:

    Sonitek Corporation
    84 Research Drive
    Milford, CT 06460 USA

  3. Write the RGA or order number on the package. Customers pay return shipping unless Sonitek is at fault.

  4. After the return is received and inspected, we will process the refund less any applicable charges (including the 25% restocking fee for non‑defective returns or opened/used items).

Exchanges

  • To exchange an item:
    1. Return the original item following the steps above.
    2. Place a new order for the replacement product.
    3. After we receive and approve the returned item, we will issue a refund subject to this policy.

Non‑Returnable Items

  • Custom‑manufactured items or products with non‑standard options and accessories.
  • Used or refurbished items purchased “AS‑IS,” unless otherwise stated in a limited warranty.
  • Items shipped outside the United States, Mexico, or Canada without prior written approval.
  • Opened or used products may be ineligible for return or subject to the 25% restocking fee.

Returns for Defective Products

  1. Defective Used Equipment:

    • Notify Sonitek in writing within 7 days of delivery.
    • Return the item freight prepaid for inspection.
    • If a defect is confirmed, Sonitek will provide a full refund or exchange and cover shipping for the replacement.
    • If the item is found not defective, the 25% restocking fee may apply and return shipping will be deducted from the refund.

  2. Warranty Repairs:

    • Warranty repairs are F.O.B. Milford, CT and cover parts and labor only.
    • Customers are responsible for all freight and crating charges related to warranty repairs.

Important Notes

  • Shipping charges are not refundable except when Sonitek is at fault.
  • Use proper packaging to avoid transit damage. Contact us for guidance if needed.
  • Sonitek typically ships via UPS. Special delivery services (e.g., overnight) are the customer’s responsibility, less any standard shipping charges where applicable.

For assistance with a return or any questions, please contact Sonitek Customer Service. Thank you for choosing Sonitek.
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