1. Scope
This policy applies only to products specifically identified as “Made-to-Order” on the SONICWARE Online Shop.
For all other products, the standard SONICWARE Return Policy applies.
If you purchased your product from an authorized dealer, distributor, or another retailer, please contact the original seller regarding their cancellation, return, and warranty policies.
2. Order Cancellation
Made-to-Order products are manufactured or allocated specifically in response to confirmed customer orders. For this reason, orders for Made-to-Order products cannot be canceled once the order has been confirmed, except where cancellation is required by applicable law.
Please review the product specifications, price, estimated shipping schedule, and all other order details carefully before completing your purchase.
If applicable law gives you a statutory right to cancel or withdraw from your purchase, that right will continue to apply notwithstanding this policy.
3. Changes to an Order
Once an order for a Made-to-Order product has been confirmed, we may be unable to accept changes to the product, quantity, shipping destination, or other order details.
If you need to request a change, please contact SONICWARE as soon as possible. We cannot guarantee that any requested change can be accommodated.
4. Returns
Made-to-Order products are not eligible for return or refund due to a change of mind, except where required by applicable law.
This includes, but is not limited to, requests for return because the customer no longer wants the product, ordered the wrong product, or no longer requires it.
Where applicable law provides a mandatory right of withdrawal or return that cannot legally be excluded, SONICWARE will honor that right in accordance with the applicable law.
Before returning any product, you must contact SONICWARE and receive return instructions. Returns sent without prior authorization may be refused where permitted by applicable law.
5. EU and UK Customers
Consumers in the European Union and the United Kingdom may have statutory cancellation or withdrawal rights for certain online purchases.
Where a Made-to-Order product qualifies under applicable law as a product made to the consumer’s specifications or as a clearly personalized or bespoke product, statutory withdrawal rights may not apply.
However, a product is not necessarily exempt from statutory withdrawal rights merely because it is manufactured, assembled, or supplied after an order is placed.
6. Defective, Damaged, or Incorrect Products
The restrictions on cancellation and returns in this policy do not apply where a product is defective, damaged upon arrival, incorrect, not as described, or otherwise subject to a statutory consumer remedy.
If you receive a defective, damaged, or incorrect product, please contact SONICWARE as soon as reasonably possible after delivery.
Where applicable, SONICWARE will provide repair, replacement, refund, or another appropriate remedy in accordance with applicable law.
7. Production or Shipping Delays
The estimated shipping date shown at the time of purchase is an estimate and may be subject to reasonable changes due to production, component availability, logistics, or other circumstances.
If shipment is materially delayed, SONICWARE will provide any notice, cancellation option, or refund required under applicable law.
Nothing in this policy limits any statutory right the customer may have to cancel an order because of a delay in delivery.
8. Refunds Required by Law
Where a cancellation or return is accepted or required by applicable law, refunds will be processed in accordance with the applicable legal requirements.
Any refund will normally be issued to the original payment method.
Shipping charges, customs duties, taxes, brokerage fees, payment processing fees, and other charges will be refunded only where required by applicable law.
9. Consumer Rights
Nothing in this Made-to-Order Product Cancellation & Return Policy excludes or limits any statutory consumer rights that cannot be excluded or limited under applicable law.