We want you to be happy with every order. Here is how returns and refunds work at SonielSupply — in plain language and in line with EU consumer law.
1. 14-day right of withdrawal — for every item
As an EU consumer you may withdraw from your purchase within 14 days of receiving your order, without giving any reason. This applies to all products, including discounted, promotional and bundle items — there are no exclusions for reduced prices. Full details and the model form are on our Right of Withdrawal page.
2. Exception: opened food supplements
For reasons of health protection and hygiene, food supplements whose protective seal has been opened after delivery cannot be returned (Art. 16(e) of Directive 2011/83/EU) — unless they are defective. Unopened products with their seal intact can always be returned within the withdrawal period.
3. Voluntary 30-day satisfaction guarantee
In addition to your statutory rights, we offer a voluntary satisfaction guarantee: unopened products can be returned for a full refund of the purchase price for up to 30 days after delivery. Your statutory rights are not affected.
4. How to start a return
- Email info@sonielsupply.com with your order number and the items you wish to return, or use the model form on the Right of Withdrawal page.
- We reply within 1–2 working days with the return address of our warehouse in Germany and a returns reference.
- Send the goods back within 14 days of notifying us, securely packed, ideally in the original packaging.
5. Return shipping costs
The direct cost of returning the goods is borne by you, unless the goods are defective, damaged or we sent the wrong item. In those cases we cover the return costs and send you a prepaid label.
6. Refunds
Once we receive the returned goods (or proof that you have sent them), we refund the purchase price and the standard delivery costs within 14 days to the original payment method. If you chose a more expensive delivery option than our standard shipping, we refund only the cost of standard delivery. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics.
7. Damaged, defective or incorrect goods
If your order arrives damaged, defective or incomplete, please contact us as soon as possible with photos and your order number. We will replace the item or refund you free of charge, including all shipping costs. Your two-year statutory warranty (guarantee of conformity) applies to every product.
8. Questions
We are here to help: info@sonielsupply.com · +352 621 780 372 (Mon–Fri, 9:00–18:00 CET).