RETURN AND EXCHANGE POLICY

You have 15 calendar days from the receipt of your order to return an item. There are two available options for making a return: in-store return or return via our website.
To process your return, it is essential to include the delivery note (packing slip) in the package to be returned.

If you wish to make an exchange, you will need to return the product and place a new order for the correct item. If you make the return at a physical store, you may exchange one item for another without any problem.

Please remember that the products must be in perfect condition, with their tags, unused, in their original box, and properly sealed to facilitate transport.
Returns that do not meet any of the conditions listed above will not be accepted. Also, please note that if the package is not accompanied by the order delivery note, we will not be able to accept your return.

Product returns can be made: 

1. a) Free of charge in our physical stores.
   b) Online through our website.

Once you indicate which items you wish to return, we will provide the necessary steps to manage your return label, either by dropping off the package at a SEUR office or by arranging SEUR home pickup. You must return the items using the same package in which you received them.

 

STEPS TO COMPLETE YOUR RETURN:

1. Log in to “My Account”.
   
   
2. Select the “Return” option.
   
   
3. Fill out the form.
   
   
4. Choose whether you want to return the item via SEUR or another carrier. Please note that if you choose another shipping company, the return shipping cost will be at your expense.
   
   
5. Follow the instructions provided.
   
   

If you do not wish to use the available free return options, you may return the items via courier service, in which case you will be responsible for the return shipping costs. Under no circumstances will we accept returns sent with postage due.
We are not responsible for loss, delays, or misdeliveries of returned items, so we recommend sending your package via certified mail or with acknowledgment of receipt. Likewise, the customer is responsible for proving that the items have been returned, so we advise always using a service that provides delivery confirmation for your security.

For returns by mail or courier, please send the IO SONO products, along with the return form, to the following address:

IO SONO
Carrer de Provença 290, entresuelo 2A
08008 Barcelona, Spain

The right to a refund will apply only if the IO SONO products are returned in the same condition as received, including their original packaging, tags, and any related accessories.
If your return does not meet the established conditions, you will not be entitled to any refund, and we will return the IO SONO products to you with postage due.

We will determine whether the returned IO SONO products are in the same condition as they were sent. You will be liable for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics, or functioning.
Products returned damaged, incomplete, deteriorated, used, or dirty due to the customer’s fault will not be refunded and will be made available to the sender and returned with postage due.

REFUNDS
Once we receive and approve your return, the corresponding refund will be processed within 14 calendar days of the return approval.
Notwithstanding the above, if you expressly selected a delivery method other than the least expensive standard option, IO SONO will not refund the additional delivery costs.

If the recipient of the IO SONO products is different from the person who made the payment, the refund will be issued to the person who made the payment.
If your order included multiple items and you do not wish to return all of them, we will refund only the amount corresponding to the items you are returning.
There will be no total or partial refund of the delivery charges, as these are fixed costs applied per order and do not vary based on the number of items purchased.