Refund policy

Last Updated: July 27, 2026

At Lonsonic, we want customers to feel confident when shopping with us. This Return & Refund Policy explains the return window, eligibility requirements, return procedures, shipping responsibilities, exchanges, cancellations, inspections, and refund processing terms for eligible purchases.

This policy applies to purchases made through www.lonsonic.com.

1. Return Window

Lonsonic accepts eligible return requests submitted within 30 days of the confirmed delivery date of the product being returned.

If products from the same order are delivered separately, the 30-day return period for each product begins on the confirmed delivery date of that individual product.

The customer must submit the return request within the applicable 30-day period. Requests submitted after the return window may not be accepted unless otherwise required by applicable law.

Customers must contact Lonsonic before sending a product back. Displaying a return address in this policy does not constitute automatic approval of every return.

2. Return Eligibility

For a change-of-mind or customer-preference return, the product must generally:

• Be unused, unassembled, unaltered, and in the same condition in which it was received
• Include all original accessories, components, manuals, labels, inserts, and promotional items supplied with the product
• Be free from wear, stains, odors, scratches, modification, misuse, or other customer-caused damage
• Include valid proof of purchase, such as the order number or order confirmation email
• Be packaged securely for return transportation

For toys and collectible products, the original manufacturer packaging, retail box, display box, inner tray, protective insert, seals, and other included packaging components may form part of the product’s condition and collectible value.

For a customer-preference return, this packaging must be included and should remain free from customer-caused crushing, tearing, writing, labels, tape, punctures, or other material damage. The original retail or display box should not be used by itself as the outer return shipping box.

Packaging damage that occurred during the original delivery does not automatically make a damaged-product claim ineligible. Customers reporting transit damage should follow Section 7 and provide photographs of the product, packaging, and shipping label.

Lonsonic may request photographs or additional information before approving a return.

3. How to Request a Return

To request a return, email hello@lonsonic.com and provide:

• Your full name
• Your order number
• The email address used during checkout
• The product you wish to return
• The reason for the return
• Clear photographs when the product is damaged, defective, incorrect, incomplete, or affected by another reported issue

After reviewing the request, Lonsonic will confirm whether the product appears eligible and provide the appropriate return instructions.

Please do not send a product back until you have received return confirmation and instructions from Lonsonic.

4. Return Authorization and Address

Approved returns must be sent according to the instructions provided by Lonsonic customer support.

Our current business, contact, and return address is:

Lonsonic
853 Saint Johns Pl
Brooklyn, NY 11216
United States

The publication of this address does not provide blanket authorization to return any product without prior contact.

Before shipping a return, customers must obtain confirmation from Lonsonic and follow the provided instructions, including any return reference or identifying information supplied by customer support.

A return sent without prior contact, sufficient identification, or the required order information may be delayed while we attempt to identify and review it. A product that does not meet the eligibility requirements may not qualify for a refund.

Lonsonic is not responsible for products sent to an incorrect address or packages that cannot reasonably be connected to a valid order or approved return request.

5. Return Shipping Costs

Lonsonic currently provides free standard shipping on orders placed through our website. Because no separate standard outbound shipping charge is collected for those orders, there is normally no original standard shipping fee to refund.

For a return requested because of a change of mind, an unwanted product, an incorrect customer selection, or another reason not caused by Lonsonic, the customer is responsible for arranging and paying for return shipping.

For an approved return involving a product that arrived damaged, defective, incorrect, or incomplete because of a verified Lonsonic fulfillment issue, we may provide a prepaid return label, reimburse an approved reasonable return cost, or provide another appropriate solution.

Customers arranging their own return shipment should use a trackable service and retain the shipping receipt and tracking number until the return and refund have been completed.

Lonsonic is not responsible for customer-arranged return packages that are lost, damaged, delayed, or misdirected during return transportation.

6. No Restocking Fee

Lonsonic does not charge a fixed or percentage-based restocking fee for eligible returns accepted under this policy.

This does not mean that every returned product automatically qualifies for a full refund. Products that are used, altered, incomplete, substituted, or damaged after delivery may be ineligible under the return conditions stated in this policy.

Lonsonic will not apply an undisclosed automatic deduction. If a partial refund is proposed because of a documented condition issue or an agreed resolution, the amount and reason will be communicated to the customer before the refund is completed.

7. Damaged, Defective, Incorrect, or Missing Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or incomplete, contact us as soon as possible at hello@lonsonic.com.

Please provide:

• Your order number
• A clear description of the issue
• Photographs of the product and affected area
• Photographs of the original packaging and retail box
• A photograph of the shipping label
• Photographs of all products, accessories, and components received, when applicable

Please keep the product, original packaging, retail box, accessories, components, and shipping materials until Lonsonic has completed its review or provided further instructions.

The unused and unopened requirements applicable to customer-preference returns do not prevent a customer from reporting a product that was reasonably opened or inspected to identify damage, defects, missing components, or an incorrect item.

After reviewing the claim, Lonsonic may offer an appropriate resolution, including a replacement, missing component, return authorization, partial refund, or full refund, depending on the circumstances and product availability.

8. Non-Returnable Products

The following products are generally not eligible for customer-preference returns unless they arrive damaged, defective, incorrect, or must be accepted under applicable law:

• Products that have been used, assembled, altered, modified, or damaged after delivery
• Products missing original accessories, components, manuals, labels, inserts, retail packaging, or display packaging
• Products clearly identified as final sale before purchase
• Products damaged through misuse, improper assembly, neglect, accident, or failure to follow product instructions
• Sealed collectible, blind-box, mystery, or surprise products that have been opened

The non-returnable status of an opened sealed collectible, blind-box, mystery, or surprise product does not exclude a verified claim involving damage, defects, an incorrect product, missing components, or rights that cannot legally be excluded.

If you are uncertain whether a product is eligible, please contact Lonsonic before sending it back.

9. Exchanges

Exchange availability depends on product inventory and approval of the original product’s return eligibility.

Please contact Lonsonic before requesting an exchange. We cannot guarantee that a preferred replacement product, design, style, or variation will remain available.

If a direct exchange is unavailable, the customer may return an eligible product in accordance with this policy and place a new order for the preferred item.

Any price difference associated with a replacement product may need to be paid or refunded separately.

10. Order Changes and Cancellations

Customers should contact Lonsonic as soon as possible if they need to change or cancel an order.

We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or canceled after processing or fulfillment has begun.

If an order has already shipped, it normally cannot be canceled. After delivery, the customer may request a return in accordance with this policy.

If an approved cancellation occurs after payment has been captured, the refund will be issued to the original payment method.

11. Return Inspection and Approval

After an approved return is delivered, Lonsonic will inspect the product and verify its condition, packaging, accessories, components, and identifying information.

We will notify the customer after the return has been reviewed and confirm whether the refund has been approved.

If additional information is required or the returned product does not meet the stated eligibility requirements, Lonsonic may contact the customer before making a final decision.

Submitting a return request or delivering a return package does not automatically guarantee a refund.

12. Refund Amount and Method

Approved refunds are issued to the original payment method used for the purchase.

For an approved full return, the refund will generally include the amount actually paid for the eligible returned product and any applicable sales tax that must be refunded.

Because Lonsonic currently offers free standard outbound shipping, there is normally no original standard shipping charge included in the refund amount.

Customer-paid return shipping for a change-of-mind or customer-preference return is not reimbursed.

Refunds normally cannot be issued to a different card, bank account, PayPal account, digital wallet, or other payment method.

If the original payment method is expired, closed, or otherwise unavailable, the applicable bank or payment provider is generally responsible for routing the refund. Customers may need to contact that provider for assistance.

13. Refund Processing Time

After a return, cancellation, or other refund has been approved, Lonsonic generally initiates the refund within 1–3 business days.

After Lonsonic issues the refund, the customer’s bank, card issuer, PayPal, digital wallet provider, or other payment provider may require additional time to post the funds to the account.

This additional posting time is determined by the payment provider and is outside Lonsonic’s direct control.

The customer will generally receive a refund confirmation email after the refund has been initiated.

14. Partial Refunds

Lonsonic may offer a partial refund only when appropriate and clearly communicated to the customer. Examples may include:

• Only part of a multi-item order qualifies for a refund
• The customer agrees to keep a product with a verified minor issue
• A returned product is missing components or has a documented customer-caused condition issue
• Another partial resolution is expressly agreed upon by Lonsonic and the customer

A partial refund is not an automatic restocking fee. The proposed amount and reason will be explained before the refund is issued, subject to applicable law.

15. Late or Missing Refunds

If you have received a refund confirmation but the funds are not yet visible:

• Check the original payment account again
• Contact your bank, card issuer, PayPal, digital wallet provider, or other payment provider
• Allow the provider’s normal posting period to pass

If the payment provider confirms that its expected posting period has passed and the refund is still missing, contact us at hello@lonsonic.com with your order number.

16. International Returns

Customers outside the United States must contact Lonsonic before arranging an international return.

Unless the return results from a verified damaged, defective, incorrect, or missing product, the customer is responsible for international return shipping costs and any related customs, duties, taxes, brokerage fees, or carrier charges.

Lonsonic cannot normally reimburse customs duties, import taxes, or other fees paid directly to a government authority, customs agency, carrier, or third party unless otherwise required by applicable law.

International return packages should be accurately declared as returned merchandise where permitted. Lonsonic is not responsible for delays caused by customs processing or inaccurate return documentation.

17. Mandatory Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, or replaces any consumer right or remedy that cannot legally be excluded under the laws applicable to the customer or transaction.

If a mandatory local consumer protection rule provides the customer with greater rights than this policy, the mandatory rule will apply to the extent required.

18. Return Abuse and Fraud Prevention

Lonsonic may review return requests to help prevent fraud, unauthorized transactions, product substitution, or abuse of this policy.

We may decline a return or refund when there is reasonable evidence that:

• The returned product is not the product originally supplied by Lonsonic
• The product was intentionally damaged, altered, substituted, or misused
• The return request contains materially inaccurate or misleading information
• The return is connected to fraudulent, abusive, or unauthorized activity

Nothing in this section limits any rights available to customers under applicable law.

19. Changes to This Policy

Lonsonic may update this Return & Refund Policy when reasonably necessary to reflect changes to our products, return procedures, business operations, payment-provider requirements, or applicable legal obligations.

When this policy is updated, the revised version will be posted on this page with a new “Last Updated” date.

Unless otherwise required by applicable law, the policy in effect when an order is placed will apply to that order.

20. Contact Information

For questions about return eligibility, return instructions, damaged products, exchanges, cancellations, or refunds, please contact us:

Store Name:
Lonsonic

Website:
www.lonsonic.com

Email:
hello@lonsonic.com

Phone:
+1 929-922-6234

Business, Contact, and Return Address:
853 Saint Johns Pl
Brooklyn, NY 11216
United States

Customer Support Hours:
Monday – Saturday: 9:00 AM – 5:00 PM ET
Sunday: Closed

We aim to respond to customer inquiries within 1–2 business days.