Refund policy

Returns, Exchanges and Refunds

Where this policy applies

This policy applies to retail orders placed directly on www.sonexfan.com for delivery in Pakistan. For a purchase made through a dealer or another marketplace, contact that seller about its return process. Your applicable Sonex warranty and consumer rights continue to apply.

7-day returns and exchanges

Contact us within 7 calendar days of delivery if your fan arrived faulty, damaged, incorrect, or materially different from the ordered specifications. For a confirmed eligible claim, you may choose a replacement, subject to availability, or a refund of the amount paid for the affected item. If a replacement is unavailable, we will offer a refund. We do not accept change-of-mind returns or exchanges for a correctly supplied, non-defective item.

Delivery damage and product condition

Report visible delivery damage within 48 hours and share photographs of the fan and packaging. This helps us investigate promptly; it does not remove your 7-day claim window, warranty or statutory rights. Keep the invoice, packaging and accessories where available. Opening or briefly testing the fan to discover a fault does not by itself make it ineligible. Do not operate a visibly damaged fan. Damage caused by misuse, incorrect installation, unauthorised alteration or ordinary wear is outside this early-return policy; the applicable warranty and consumer rights still apply.

How to start a return

Email info@sonexfan.com or call/WhatsApp +92 311 111 3555. Include your order number, delivery date, the problem, supporting photos or a short video, and whether you prefer a refund or replacement. Our team will provide a return reference, packing instructions and the return destination. Do not send goods to an unconfirmed address or to a dealer without instructions. An unboxing video is helpful if available, but is not compulsory.

Return shipping and fees

For eligible faulty, damaged or incorrect goods, Sonex pays the return courier cost and replacement delivery cost. We provide a prepaid return label electronically for download/printing and tell you how to hand the parcel to the courier. No label is promised inside the original package. If we approve a customer-arranged courier instead, we agree the cost in advance and reimburse that cost. There is no restocking or refund-processing fee. Send the parcel within 7 calendar days after receiving the return instructions. A return requested within the 7-day window remains timely if our instructions or courier arrangements are delayed.

Refund amount, method and timing

A refund covers the amount actually paid for the affected item. There is no deduction of a notional original-delivery charge. For eligible returns, inspection and refund processing are completed within 14 calendar days after we receive the returned item. We arrange the refund so it reaches you within that period and provide confirmation. Refunds go to the original payment method where available. For cash-on-delivery or an unavailable original method, we agree a bank-transfer method with the verified purchaser through our official support channel. No store credit is substituted without your agreement.

Cancellations and undelivered orders

You may cancel before dispatch for a full refund of the amount paid without a cancellation fee. If Sonex cannot fulfil an order, or an undelivered shipment is delayed and you choose to cancel, we will arrange cancellation or courier interception and refund the amount paid. These refunds are completed within 14 calendar days of your cancellation request. An order already delivered is handled under the return conditions above. Do not simply refuse a delivery without contacting us to arrange the cancellation.

Warranty and consumer rights

The return window is separate from the applicable product warranty. Faults discovered later can be raised under the published warranty terms. Nothing in this policy limits rights or remedies that cannot lawfully be excluded. If a return is declined, we will explain the reason and the available next steps through our support team. Existing orders retain any more favourable applicable promises made when they were purchased.