Refund policy

Switzerland

Voluntary Right of Return

In Switzerland, there is no statutory right of withdrawal for online orders. We grant you a voluntary right of return of 14 days from receipt of the goods under the following conditions:

• The goods are unopened,

• originally sealed, and

• in perfect condition.

The return must be announced in advance by email to shop@sonqo.org

 

Germany / EU

Right of Withdrawal
You have the right to withdraw from this contract and your purchase within 14 days without giving any reason and to return the goods.

The withdrawal period is 14 days from the day on which you or a third party designated by you, who is not the carrier, have taken possession of the goods.

To be eligible for a return, the item must be in the same condition in which you received it, unopened or originally sealed, and in the original packaging. You also need the receipt or another proof of purchase.

Withdrawal Procedure
To initiate a return, you can contact us at shop@sonqo.org
You will then receive instructions from us on how and where to send the package. Items returned to us without a prior return request will not be accepted.

If you have any questions about returns, you can contact us at any time at shop@sonqo.org
To meet the deadline, it is sufficient to send the notification before the expiry of the withdrawal period.

Refunds
We will notify you once we have received and inspected your return and will inform you whether the refund has been approved or not.

If approved, you will receive an automatic refund within 10 working days after the goods have been received by us. The refund will be made using the same means of payment that you used for the original transaction, unless expressly agreed otherwise.

We will refund the purchase price including standard delivery costs. Express and additional costs will not be refunded. You bear the direct costs of returning the goods, unless otherwise agreed.

We reserve the right to deduct an amount from the refundable purchase price or to issue an invoice for possible damage, excessive wear, or goods that have already been consumed. No deduction will be made if the loss in value or consumption of the goods is due to handling that was necessary to establish the nature, characteristics, and functioning of the goods.

Please remember that it may take some time for your bank or credit card company to process and post the refund. If more than 15 working days have passed since we approved your return, please contact us at contact@sonqo.org.

Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to the delivery of goods that are supplied sealed and are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. This applies in particular to food products such as cacao.
This means: Opened or unsealed cacao products are excluded from return.

Damages and Problems
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate and resolve the issue.

Exchanges
Returning the received item is the fastest way to obtain the desired item. Once the return is accepted, you can purchase the new item in a separate transaction.

European Union – 14-day Withdrawal Period
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving any reason if the goods are shipped to the European Union. As described above, the item must be in the same condition in which you received it, unopened or originally sealed, and in the original packaging. You also need the receipt or another proof of purchase.