Free-of-charge returns and complaints
For us, returns and complaints are not an unpleasant obligation. Your satisfaction is our most important concern! Below you will find all information how to exercise the Right to free return and how the complaint process works.
1. Return form
The return of the product is possible within 14 days from its receipt. To do this, first fill in the return form
You can do this in one of the following ways:
- send an e-mail and attach a completed return form
- send an e-mail with the content of the declaration to the following address: [email protected] (you will find the template here)
- send the declaration on paper, in a parcel, together with the product returned
Pack the consignment. It is preferable to use the packaging in which you have received the order from us. Remember to protect it appropriately against damage!
3. Free shipment
Attach a signed return form and a copy or original of the proof of purchase. Mark the package clearly with the ‘RETURN’ note on the packing.
In response to the return form sent you will receive from us a free-of-charge UPS courier label for the package with the product returned.
You can also send the package on your own to the following address:
Sonel South East Asia Pte Ltd
#03-08, 18 Kaki Bukit Road 3 #03-08 (Lift 8) Room 9 Entrepreneur Business Centre
Singapore 415978, Singapore
We do not accept packages for cash on delivery and packages sent to parcel machines.
After receiving the product and accepting the notification, we will return the money to your account. The transfer will be made to the bank account number specified in the form not later than within 14 days.
Download: Withdrawal from a distance agreement (extract from the Regulations)
Customers may submit a complaint by sending an e-mail to the address: [email protected] or a traditional letter to the address: Sonel South East Asia Pte Ltd, #03-08, 18 Kaki Bukit Road 3 #03-08 (Lift 8) Room 9 Entrepreneur Business Centre, Singapore 415978, Singapore with clear mark ‘COMPLAINT’.
A convenient way to submit the relevant declaration is to use an interactive form available under the following link:
(form in PDF editable file format – save on the disk, fill in and send it to us by e-mail to the address: [email protected] and attach it to the complained product)
Complaint under the guarantee
Products available in our online store are covered by the manufacturer’s guarantee. The term of this guarantee and the conditions of the complaint process are specified in the manufacturer’s guarantee document or on its website. To file a guarantee complaint, the customer can contact our service center.
Complaint under the warranty
If the customer considers that the product they have purchased does not correspond to its description or is damaged, they may file a complaint under the warranty. It is possible to request the reduction in the product value, its repair or replacement. In such a case, the complaint should be submitted by means of a form, e-mail or traditional mail indicating the nature of the product non-compliance with the agreement. It is also important to indicate whether the product is to be repaired or replaced with a new one. In order for the complaint to be considered, the customer should also deliver the complained product to the following address: Sonel South East Asia Pte Ltd, #03-08, 18 Kaki Bukit Road 3 #03-08 (Lift 8) Room 9 Entrepreneur Business Centre, Singapore 415978, Singapore
Complaint concerning deliveries
Products sent by us are always well secured. However, at the time of the package collection, you should carefully check whether the consignment is not in damaged any way and make sure that the product is intact. Only then the customer may sign the acknowledgment of receipt.
If any damage to the package is found, the customer has the right to refuse to accept it. If, after opening the consignment, it turns out that the product is defective, a damage report should be written in the presence of the courier.
Remember that the courier is obliged to wait until you check the content of the package!
If the defect is found after the courier has left, contact them and ask them to return in order to write the report. The customer has 7 days from the date of the consignment collection to do it. The store should be immediately notified of the damage to the consignment or product and a scan or a photo of the damage report should be sent, which will make the course of the complaint procedure more efficient.