Refund Policy

Refund Policy

Refund Policy

Last updated: August 28, 2026. This policy explains how returns, refunds, exchanges, and related product concerns are handled at Sonic Den Audio (sonicdenaudio.shop), operated by Crestwood Commerce Group LLC, 1427 Crestwood Avenue, Suite 210, Portland, OR 97205, United States.

Return Window

Returns are accepted within 30 days of delivery. To be eligible, items must reach us within this 30-day window measured from the delivery date of your order.

Eligibility and Condition

• Items should be returned in the condition described with the product, including packaging and included accessories where possible.
• Customers are encouraged to inspect the outer packaging on arrival, verify that the unit and accessories match the listing, and test the speaker within the first days of use.
• Any packaging damage, missing accessory, or functional irregularity should be reported through our support channel with photos so it can be handled within the return window.

How to Start a Return or Refund Request

Contact our after-sales department at after-sales@sonicdenaudio.shop with:

• Your order number
• The reason for the return or exchange
• Photos if the unit is damaged or defective

The after-sales team will verify the order and return eligibility, issue return instructions and, where applicable, a return shipping label, and confirm your refund or exchange once the unit is received and checked. If eligibility is disputed, the matter is escalated to the after-sales department lead for a written decision.

Refunds

Once a returned unit is received and checked, a refund is confirmed and processed to your original payment method. We accept credit cards and PayPal, and refunds are returned by the same means wherever possible.

Exchanges

Exchange requests and post-delivery order corrections are handled by the after-sales department. Once the returned unit is received and checked, the exchange is confirmed and shipped.

Shipping Fees

Original shipping charges follow our standard shipping terms: free shipping on orders over $45.00, with standard shipping at $8.00. Return shipping labels are issued by the after-sales department where applicable, and no customer is left to bear the cost of return shipping on a genuine authenticity concern.

Damaged, Incorrect, or Quality Concerns

If your item arrives damaged, is not the item you ordered, or shows a functional irregularity, report it as soon as possible with photos of the unit and packaging. Our quality assurance department logs the claim and issues a case reference within one business day of a complete submission. A reviewer compares the submitted evidence against the unit's sourcing and shipment records and issues a written outcome, including the applicable remedy.

Authenticity Concerns

Every product sold on the storefront is a genuine, brand-manufactured unit sourced through legitimate distribution. All units are acquired exclusively through authorized or established wholesale distribution channels for each supported brand. We never purchase from liquidation lots of unknown origin, gray-market resellers without provenance, or unverified marketplace sellers. Inbound units are spot-checked per shipment for packaging integrity, serial number consistency, and included accessories, and fulfillment staff perform a final condition check before packing.

If you believe a received unit is not genuine, contact quality@sonicdenaudio.shop with:

• Order number and the email used for the purchase
• Photos of the unit, packaging, serial number, and any suspect labeling
• A short description of the discrepancy and how it was identified

Remedy: If credible evidence indicates a non-genuine unit, we will arrange a full refund of the purchase price including standard shipping, cover return shipping, and open a trace into our sourcing records for that unit. If evidence is inconclusive, you will be offered a return for inspection at our expense. Every authenticity claim receives a written outcome within five business days of complete submission.

Review Stages and Updates

• Intake: Your inquiry is confirmed and assigned a case reference.
• Review: Evidence is compared against sourcing and shipment records where relevant.
• Outcome: A written confirmation of any resolution is sent to you, including the applicable refund, exchange, or remedy.

Warranty

Warranty coverage follows the product information provided with each item. Warranty questions based on the terms stated with each product are handled by the after-sales department. We do not guarantee warranty terms beyond those stated in the product information.

Contact and Service Hours

• General support: support@sonicdenaudio.shop — first-line intake for all email inquiries, first response within one business day during the service window
• After-sales (returns, refunds, exchanges, warranty questions): after-sales@sonicdenaudio.shop
• Quality assurance (authenticity and defect claims): quality@sonicdenaudio.shop

Our customer service window is Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT). Messages received outside the service window are queued and answered in the order received on the next business day. Orders placed outside hours are processed automatically and are not delayed.

Resolution Ownership

Crestwood Commerce Group LLC operates the Sonic Den Audio storefront and is responsible for its commerce operations, customer service organization, returns intake, and dispute resolution. Unresolved first-line matters are escalated to the after-sales department lead for a written decision within two additional business days. Sonic Den Audio is an independent retailer and holds no official affiliation with, or authorization from, the audio brands sold on the storefront.