Refund policy

Last updated: July 17, 2026

This Return and Refund Policy explains how Sonqen handles returns, exchanges, cancellations, and refunds for eligible lighting products delivered within the United States.

Return Window

You may request a return within 30 days from the date your order is delivered.

Returns may be requested for both defective and non-defective products. To qualify for a return, the product must be in new condition.

Returns are processed by mail only. Sonqen does not accept in-person or in-store returns.

How to Request a Return

To request a return, email info@sonqen.com within the applicable 30-day return window.

Sonqen will review your request and confirm whether the return is approved. After approval, Sonqen will provide a prepaid downloadable return shipping label and return instructions.

You must download and print the label, attach it securely to the return package, and ship the product according to the provided instructions.

Please do not send a product back before receiving approval and return instructions from Sonqen.

After the returned product is received, Sonqen will inspect it before approving and processing the refund.

Return Shipping Costs

Approved returns are free of return shipping charges.

Sonqen provides and pays for the prepaid return shipping label for approved returns. Customers are not charged for an approved return label.

A prepaid label is issued only after the return request has been reviewed and approved. Products sent without prior approval or outside the provided return instructions may not be processed as approved returns.

Exchanges

Exchanges are available for eligible products requested within 30 days from delivery.

Exchange requests follow the same approval process as returns. Contact info@sonqen.com before sending a product back.

For an approved exchange, Sonqen provides a prepaid downloadable return shipping label at no cost to the customer.

Damaged or Incorrect Products

Contact info@sonqen.com if your order arrives damaged or if you receive an incorrect product.

Sonqen will review your request and provide the appropriate return or exchange instructions. When the request is approved, Sonqen will provide a prepaid downloadable return shipping label and cover the approved return shipping cost.

Please do not send the product back before receiving approval and instructions.

Inspection and Refund Processing

After a returned product is received, Sonqen completes an inspection within 1–3 business days.

When the returned product passes inspection and the refund is approved, the refund will be processed within 10 business days after inspection and approval.

Refunds are issued to the original payment method and processed in USD. A confirmation email will be sent after the refund has been processed.

The time required for the refunded amount to appear in your account may depend on your payment provider or financial institution.

Restocking Fees

Sonqen does not charge a restocking fee for approved returns or exchanges.

Restocking Fee: None

Order Cancellations

Cancellation requests are accepted only before an order has shipped.

To request a cancellation, contact info@sonqen.com as soon as possible. A cancellation cannot be completed after the order has shipped, but you may request an eligible return after delivery.

Contact Information

For questions about a return, exchange, cancellation, or refund, contact Sonqen using the information below.

Store Name: Sonqen

Business Address: 5615 Carpinteria Ave, Carpinteria, CA 93013, United States

Email: info@sonqen.com

Operation Hours: Monday–Friday, 10:00 AM–5:00 PM (GMT-8)

Expected Response Time: Within 48 business hours