Returns & Replacement

Can I return my SANWEAR™?

Yes. Returns are accepted if the following conditions are met:

• The purchase was made within the last 30 days.
• The product is in its original packaging and shows no signs of misuse or mishandling.
• You have proof of purchase.
• Normal evaluation and trying on the product are permitted.

All returns are subject to review and approval.

The following items are not eligible for return:

• Custom-made or personalized products
• Certain products that cannot be returned for hygiene reasons
• Products damaged through misuse or improper handling
• Products permanently combined with other goods after delivery

How do I start a return?

You can begin a return, exchange, or eligible claim through the SAN Sound Return Portal:

https://sansound.com/apps/redo/returns-portal/login

You'll be asked to provide:

• Your order number
• The email address used when placing the order
• A description of the issue
• Photos or videos, when applicable

Depending on the reason selected, troubleshooting steps may be recommended before the return process continues.

Common reasons include:

• Fit and comfort concerns
• Charging or battery concerns
• Bluetooth connectivity issues
• Audio quality concerns
• Soundscape application or firmware concerns
• Standard return requests

How are returns processed?

Our return process follows these steps:

1. Your request is submitted through the Return Portal.
2. The request is reviewed by our support team.
3. Eligibility is verified.
4. Troubleshooting may be recommended when appropriate.
5. Approval is completed.
6. A return label may be issued if applicable.
7. The product is returned and inspected if required.
8. A refund, replacement, or store credit is issued.

How should I return my item?

Return shipping costs depend on:

• Your location
• The reason for the return
• Whether Checkout+ was selected during checkout

United States and Canada

Eligible customers who purchased Checkout+ may qualify for return shipping benefits.

International customers

Customers are generally responsible for return shipping costs unless otherwise approved.

If you are instructed to return the product yourself, please send it only after receiving approval and instructions from our team.

Return address

928 Campbell Street

Williamsport, PA 17701

We strongly recommend using an insured and trackable shipping method.

When will I receive my refund?

Refunds are processed after:

• The return is approved.
• The product is received and inspected if necessary.

Processing times may vary depending on your payment provider.

What if my item arrives damaged?

Please start a claim through the Return Portal as soon as possible:

https://sansound.com/apps/redo/returns-portal/login

Please provide:

• Your order number
• A description of the issue
• Photographs or videos of the damage

Depending on the circumstances, resolutions may include:

• A replacement
• Store credit
• A refund
• Alternative solutions

All requests are subject to review and approval.

Can I request a replacement instead of a refund?

Yes. Replacement options may be available depending on the situation, inventory availability, and the outcome of the review process.

What if my item was purchased as a gift?

Gift returns require proof of the original purchase.

Eligible resolutions may include:

• Store credit
• Exchanges

If the product was not designated as a gift, approved refunds may be issued to the original purchaser.

Need additional help?

If you need assistance, please contact our support team at:

support@sansound.com