Policies

Refund policy

Last Updated: January 17, 2026

This Return & Refund Policy governs all purchases made through the SONERA® Hearing website and online store (the “Services”), including purchases of SONERA®-branded products such as the ORELO™ product line.

SONERA® Hearing (“SONERA,” “we,” “us,” or “our”) is a brand operated by FORTUNEX LLC, a Wyoming limited liability company, doing business as SONERA Hearing.

By placing an order, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.

All Sales Are Final Unless Explicitly Stated

Unless otherwise required by applicable law, all sales are final.

We do not guarantee refunds, returns, or exchanges except as expressly stated in this policy. Submission of a return request does not guarantee approval.

Eligibility for Returns

A return may be considered only if all of the following conditions are met:

  • The request is submitted within 14 calendar days of delivery confirmation

  • The product is unused, unworn, unaltered, and in original condition

  • The product is returned in original packaging, including all accessories, inserts, manuals, seals, and labels

  • Proof of purchase is provided

  • The product has not been used, tested, installed, paired, worn, or otherwise activated

Products that show signs of use, wear, testing, tampering, or damage will not be eligible for a return or refund.

Non-Returnable & Non-Refundable Items

The following items are strictly non-refundable and non-returnable:

  • Opened or used products

  • Products marked as final sale, clearance, promotional, or discounted

  • Products purchased during limited-time offers or special campaigns

  • Digital products, gift cards, warranties, or add-ons

  • Products damaged due to misuse, negligence, improper handling, or normal wear

  • Products returned without authorization

These exclusions are enforced to protect product integrity, hygiene, and consumer safety.

Return Authorization Required (RMA)

All returns require prior written authorization.

Customers must contact hello@sonerahearing.com to request a Return Merchandise Authorization (RMA) before shipping any product back.

Unauthorized returns will be refused, rejected, or returned to the sender at the customer’s expense.

Return Shipping & Costs

  • Customers are responsible for all return shipping costs

  • Original shipping fees, handling fees, customs duties, and taxes are non-refundable

  • We recommend using a tracked and insured shipping method

SONERA Hearing is not responsible for lost, delayed, or damaged return shipments.

Inspection & Approval Process

All returned items are subject to inspection and verification upon receipt.

If the return is approved, a refund may be issued at our sole discretion.

If the return is denied, the product will be returned to the customer at their expense or disposed of, at our discretion.

Refund Method & Timing

Approved refunds, if any, will be issued to the original payment method only.

Refunds may take 7–14 business days to process after approval, depending on your bank or card issuer.

We do not issue refunds via alternative methods (cash, transfer, gift cards) unless required by law.

Defective or Incorrect Items

If you receive an item that is defective upon arrival or incorrect, you must notify us within 48 hours of delivery and provide:

  • Clear photos or video evidence

  • Order number

  • Description of the issue

Failure to report within 48 hours constitutes acceptance of the product as delivered.

We reserve the right to offer a replacement, repair, store credit, or refund at our sole discretion.

Chargebacks & Payment Disputes

Initiating a chargeback without first contacting customer support is considered a breach of this policy.

We actively contest chargebacks and may submit evidence including, but not limited to:

  • This Return & Refund Policy

  • Proof of delivery and carrier confirmation

  • Order and transaction records

  • Customer communications

  • IP address, device, and fraud-prevention data

Fraudulent or abusive chargebacks may result in account termination, refusal of future service, and reporting to payment processors.

Unauthorized Transactions

Customers are responsible for safeguarding payment credentials.

Claims of unauthorized transactions must be reported immediately. We reserve the right to deny refunds for transactions where evidence indicates authorized use.

No Refunds for Dissatisfaction or Preference

Refunds will not be issued for subjective reasons, including but not limited to:

  • Personal preference

  • Dissatisfaction with sound quality or performance

  • Compatibility expectations

  • Change of mind

Product descriptions are provided for informational purposes only and do not constitute guarantees.

Limitation of Liability

To the maximum extent permitted by law, FORTUNEX LLC shall not be liable for losses, damages, or costs arising from denied returns, refused refunds, shipping issues, or chargeback disputes.

Governing Law

This Return & Refund Policy is governed by the laws of the State of Wyoming, United States, without regard to conflict-of-law principles.

Contact Information

FORTUNEX LLC
Doing Business As: SONERA® Hearing
34 N Franklin Ave, Suite 687-5051
Pinedale, WY 82941
United States

Email: hello@sonerahearing.com