Returns & Complaints

Returns

You may return products purchased from our store within 14 days of receiving your order.

To initiate a return, please use the link below:

The return system will guide you through the entire process step by step.

IMPORTANT

Before sending a return, please contact us by email and provide your order number. You should also complete and send the withdrawal form, which can be downloaded here.

The 14-day return period is determined by the date the return parcel is shipped.

Returned products must be complete, unused, and in their original condition. If a returned item does not meet these requirements, we reserve the right to return it to you at your expense.

Refunds are processed no later than 14 days after we receive the returned goods.

The refund method will correspond to the payment method originally used for the purchase. For example, if the order was paid via an instant bank transfer, the refund will be issued through the same payment channel.

In the case of a partial return, the original shipping costs are non-refundable.

The Seller will issue the refund using the same payment method used by the Buyer during the original transaction unless the Buyer agrees to a different solution. In any case, the Buyer will not incur any fees related to the refund.

The customer is responsible for the cost of returning goods to Sonar Record Store.

For orders delivered outside Poland, all return shipping costs are the responsibility of the customer and will not be reimbursed by the Store.

If an order was paid for, shipped, and subsequently not collected by the customer, the refund will be reduced by the shipping costs incurred.

Complaints

If the product you purchased is defective, damaged, or not as described, we will be happy to help resolve the issue.

How to Submit a Complaint

Contact us using one of the available methods below.
Describe the issue in detail and provide all relevant information, including:
- Order number
- Receipt or invoice
- Complaint form (available for download here)
We will respond as quickly as possible and provide further instructions regarding the complaint process.
If the complaint is accepted, we will seek the most suitable solution for you. This may include:
- Product replacement
- Repair
- Refund
- Another appropriate form of compensation

Contact Information

Customer Support Hours: Monday–Friday, 12:00–19:00

Phone: +48 669 988 388
Email: store@sonarrecords.pl