Policies


Returns, Replacements and Refunds

  • Products purchased directly from Sonos or from an authorized Sonos dealer may be returned under two different circumstances:

    1. Within 1 year of the date of original shipment for a defect *; or

    2. Within 30 days of the date of original shipment for any reason

    * The Sonos product warranty does not apply to Sonos Products that are purchased from an unauthorized seller, unless the warranty is explicitly transferred from the original purchaser.

    ** 30 day return policy applies only to Sonos Products that are purchased directly from Sonos (either via phone or the online store).

    The following information governs returns of products purchased directly from Sonos (either via phone or the online store):

Warranty Returns

If you discover what you believe is a product defect for any Sonos product, please contact Sonos Support. Our customer support personnel are available during support hours (click here for hours) to assist you in diagnosing and fixing any problems you may encounter in the use of your Sonos product. In the event we cannot help you fix the problem over the phone, you may be entitled to a replacement product under the terms of Sonos' limited warranty. Replacement products may include refurbished Sonos products that have been recertified to conform with product specifications.

Warranty Coverage and Exclusions

  • The Sonos limited warranty covers defects in materials and workmanship in every Sonos product you purchase during the applicable warranty period, subject to certain exceptions. Sonos' warranty period is one year from the date we ship the applicable Sonos product to you, as determined by the date on the packing slip or invoice. The warranty period is not extended if we repair or replace a warranted product. Sonos may change the availability of limited warranties, at our discretion, but any changes we make will not be applied retroactively. For more detailed information related to the limited warranty, please refer to the license agreement in the supporting documentation that came with your product. Please note that we do not provide warranty coverage for:

    • Problems that result from external causes such as accident, abuse or misuse
    • Usage that is not in accordance with Sonos' product instructions
    • Products with missing or altered serial numbers
    • Products which have had their housings opened or otherwise tampered with
    • Problems caused by using third party accessories, parts, or components
    • Products purchased outside EMEA region

    Sonos does not warrant that its products will operate without interruption or will be error-free, or that all errors may be corrected. Sonos' sole liability, and your sole remedy, for breach of the limited warranty will be repair or replacement of the applicable product, or, if neither of the foregoing are resonably available, a refund of the amount you paid, less amounts attributal to your prior use.

    Except as expressly set forth in the license agreement, Sonos makes no warranties, whether express, implied, statutory or otherwise, with respect to its products. Sonos and its suppliers hereby specifically disclaim all other express, statutory and implied warranties and conditions, including the implied warranties of merchantability, fitness for a particular purpose, non-infringement and the implied condition of satisfactory quality. Except as expressly stated in the license agreement, products are supplied on an "as is" basis without warranty. You assume all responsibilities for selection of a product to achieve your intended results, and for the installation and use of the product. Some jurisdictions do not allow a limitation on implied warranties, and so the foregoing disclaimer may not apply to you. In any event, any implied warranties that may exist under the laws of your jurisdiction are limited to the one (1) year period set forth in the limited warranty.

  • Under certain circumstances, local laws and/or regulations may provide for statutory rights in excess of Sonos' one year product warranty. Sonos will comply with any such regulations that mandate extended warranty rights.

Instructions for Warranty Returns

  • To return a product, please follow these simple steps:

    1. Please contact Sonos support

    2. Request an RMA

      If in the diagnosis of reported performance issues with your Sonos product(s) our customer support personnel determine that your product(s) qualifies for a Warranty Return, a Return Merchandise Authorization (RMA) request will be initiated and a unique RMA number will be sent to you via email. Every limited warranty return must have an associated (RMA) number.

    3. Receive your return instructions

      Sonos Sales operation will contact you within 24 business hours with the warranty status of your defective unit and full return instructions.

      If we determine that the problem with your product(s) is not covered by the limited warranty, we will charge the then-current standard price for the applicable product(s).

    4. Use the Original Sonos Boxes

      If possible all Sonos units should be returned in the original packaging with all contents included. Please ensure that any previous shipping labels or other markings have been removed or covered completely.

    5. Use a Sonos Prepaid Returns Electronic Shipping Label

      To ensure successful delivery, ship returned products using the prepaid returns shipping label emailed to you by Sonos. Sonos will not be responsible for returned products sent using an alternate carrier or shipping label. It is the sender's responsibility to retain a copy of the shipping label with the applicable tracking number signed by an agent of the carrier as proof that the possession of the returned product shipment was transferred to the carrier. You have 14 days from the date of RMA request to return your original product.

    6. Receive your Replacement

      If your product(s) qualifies for advanced replacement, your replacement product(s) will ship within 24-48hrs hours of RMA request, excluding weekends and holidays and, the shipment of your returned product is not required until your replacement product(s) has been received.

      If your product(s) does not qualify for advanced replacement your product(s) will ship upon receipt and inspection of your original product(s).

      As part of our returns process, you will receive an email notifying you that your replacement order has been placed and another email notifying you that your product has shipped.

Transfer of Limited Warranty

  • Limited warranties on Sonos products may be transferred during the warranty period if the current owner transfers ownership of the products and records the transfer with us. The products must be registered by both the previous and new owner in order to effect the transfer of limited warranty.

Problems Outside of Warranty Coverage

  • If we determine that the problem is not covered under the limited warranty, we will notify you and inform you of service or replacement alternatives that are available to you on a fee basis.

30 Day Return Right

  • If you are not completely satisfied with your Sonos product at any time during the 30 day period following the original shipment date, please contact Sonos Support. Our customer support personnel are available during support hours to make sure you have every opportunity to enjoy the benefits of the Sonos Digital Music System. If, however, you are dissatisfied for any reason with your purchase, please follow the steps below for a refund of your purchase price.

    The 30 day return policy applies only to Sonos Products that are purchased directly from Sonos (either via phone or the online store).

    Please note that only products in the original packaging with all materials and in new or as-new condition are eligible for the 30 Day refund.

Instructions for 30 Day Returns

  • To return a product, please follow these simple steps:

    1. Please contact Sonos support

    2. Request an RMA

      If in the diagnosis of reported performance issues with your Sonos product(s) our customer support personnel determine that your product(s) qualifies for a Warranty Return, a Return Merchandise Authorization (RMA) request will be initiated and a unique RMA number will be sent to you via email. Every limited warranty return must have an associated (RMA) number.

    3. Receive your return instructions

      Sonos Sales operation will contact you within 24 business hours with the warranty status of your defective unit and full return instructions.

      If we determine that the problem with your product(s) is not covered by the limited warranty, we will charge the then-current standard price for the applicable product(s).

    4. Use the Original Sonos Boxes

      If possible all Sonos units should be returned in the original packaging with all contents included. Please ensure that any previous shipping labels or other markings have been removed or covered completely.

    5. Receive Your Refund

      If your product(s) qualifies for advanced replacement, your replacement product(s) will ship within 24-48hrs hours of RMA request, excluding weekends and holidays and, the shipment of your returned product is not required until your replacement product(s) has been received.

      If your product(s) does not qualify for advanced replacement your product(s) will ship upon receipt and inspection of your original product(s).

      As part of our returns process, you will receive an email notifying you that your replacement order has been placed and another email notifying you that your product has shipped.

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