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Warranty & Return

When will I get my refund?

We will be sure to keep in contact with you once your products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

You will be refunded via your original payment method.

Have you received my return?

We will be sure to keep in contact with you once your returned products arrive and have been assessed.

It may take around 5 to 7 business days after your return has been received.

We sincerely thank you for your patience and we will try our best to deal with the situation and handle your case as fast as we can.

Due to the current situation, please note that it may a few more business days than usual for return to be handled after the package has been received.

What should I return?

We apply a new 30 day return policy when you purchase through www.sudio.com.

As your purchase falls within the 30 day return (counting from the purchasing date) policy we are able to refund you in full via original payment method once we receive your Sudio product.

Please note the full refund is conditional:

  • The products must be in perfect and new condition, for example, no dirt/earwax/scratches. It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer. 
  • The original product package (white) must remain, the black delivery box is not necessary.
  • Except Femtio and Tolv-R models, all the other Sudio earphones have a black label attached, the black label must not be removed. Sudio cannot accept returns where labels have been removed.
  • All accessories, such as ear/wingtips, USB or Type-C cable etc., as well as the accessory box must remain.

If anything is missing or not in the original condition, unfortunately, we may not be able to issue you a refund.

Products purchased directly from our website www.sudio.com must be returned to the location provided by our Service Team for a refund to be made. 

Please always contact our Service Team before you initiate a return.

What is your return policy?

We apply a 30 day return policy when you purchase through sudio.com. Proof of purchase must be submitted and the product packaging fully intact for a return.

Within the period of 30 days from the date that you received your products, you are able to return them and receive a refund. Any return costs are covered by you.

If it is over 30 days, we regret to inform you that we can no longer refund the product. Please note that the policy applies to user regret. If you are experiencing technical issues with your Sudio product within 30 days of purchase, please contact us for more information.

The full refund is conditional that the returned product arrives at our Service Center and packaging intact (the original package, labels, and all accessories must remain).

It is acceptable if the plastic seal of the white product box has been opened, and all free gifts can be kept by the customer.

However, Sudio cannot accept returns where labels have been removed (Ett, Fem, Nivå, Tolv, Vasa Blå, and Tretton all have a black label with the product). This will be determined by the Sudio Service Center upon arrival.

If anything is missing or not in its original condition, you may not be able to receive a refund.

The Sudio Service team will handle your matter within 5 to 7 business days after your product has been received.

Please note: Postal services are not funded by Sudio AB.

*If you are located in USA or Canada the return process is different, please contact us for more details.

Please always contact us before sending any returns to the location provided by our Service Team. Otherwise, the return and refund process may be delayed. Your order number and the return reason needs to be included in the email.

How long is the warranty?

The original Sudio product you have purchased is covered by a warranty of 12 months. The warranty period begins on the date of purchase of brand new, unused products by the first end user. Your earphones are protected against all manufacturing defects for 12 months from the date of purchase. The 12 month warranty does not cover defects or damages due to: mistreatment, misuse, theft, loss, water or fire. 

Within 3 months of purchase, if you join Sudio Sphere, your earphone/speaker product will get an extended warranty. For details please check here.

If your product is within the warranty period and is determined as defective by our Service Center due to improper materials and/or production fault, Sudio AB will not charge you for labor, parts, or repair, and we will (partly or fully) reimburse the shipping fee. Full replacement for defective products is at the discretion of Sudio AB. If your product is determined defective due to inflicted damage caused by reasons other than manufacturing default, we can replace your product at an additional service charge.

Please retain your sales receipt or order confirmation as proof of purchase. Proof of purchase must state the date of purchase and name of the product. Upon expiration of the warranty period, we can no longer provide any repairs/replacements.

 

Where do I find the serial number?

The serial number can be found on a sticker attached to the bottom side of the product packaging. The serial number is 11-12 digits long and either a numerical string, barcode, or a QR code (depending on model)

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