Política de reembolso
RETURNS, REFUNDS & CANCELLATION POLICY
Last Updated: January 1, 2026
This Returns, Refunds & Cancellation Policy applies exclusively to purchases made through:
SONARA™
available at:
https://sonoraofficial.myshopify.com
SONARA™ is operated by:
Darren Otalora LLC
30 N Gould St Ste N
Sheridan, Wyoming 82801
United States
Customer Support Email:
Customer Support Phone:
United States: +1 (415) 678-1138
Colombia: +57 313 870 6226
Customer Service Hours:
Monday through Friday
8:00 AM – 5:00 PM
This Policy does not apply to other websites, brands, or stores operated by Darren Otalora LLC.
Nothing in this Policy excludes, restricts, or waives any mandatory consumer right that cannot legally be excluded under applicable law.
1. GENERAL RETURN POLICY
Unless different mandatory consumer rights apply in your country, eligible return requests may be submitted within:
30 days after delivery of the product.
Our voluntary 30-day return policy primarily applies where:
- the product arrived damaged or defective;
- the wrong product was received;
- the product received is materially different from the product ordered;
- important components are missing;
- we expressly authorize a return, exchange, or other remedy.
Submitting a return request does not automatically mean that a refund has been approved.
Each request must be reviewed according to this Policy before a refund, replacement, exchange, store credit, or other solution is provided.
Any mandatory warranty, conformity, withdrawal, cancellation, refund, or consumer protection rights applicable in the customer's country remain unaffected.
2. CHANGE-OF-MIND RETURNS
Except where applicable law provides a mandatory withdrawal, cancellation, cooling-off period, or return right, we are not required to accept returns solely because:
- the customer changed their mind;
- the customer no longer wants the product;
- the customer expected something different despite the product being correctly described;
- the customer ordered the wrong product, variation, quantity, or model;
- the customer simply does not like the product.
Where we voluntarily accept such a return, the customer may be responsible for return shipping costs where permitted by applicable law.
Nothing in this section limits mandatory consumer rights that cannot legally be excluded.
3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives:
- damaged;
- defective;
- incomplete;
- incorrect;
- materially different from what was ordered;
please contact us as soon as reasonably possible.
To investigate the issue, we may request:
- order number;
- description of the issue;
- photographs of the product;
- photographs of packaging;
- shipping label photos;
- videos showing the issue where reasonably necessary.
Depending on the circumstances and applicable law, we may provide:
- replacement;
- repair;
- exchange;
- refund;
- partial refund where agreed;
- another remedy required by applicable consumer law.
Where a product is confirmed as defective, damaged on arrival, or incorrectly supplied, SONARA™ will cover reasonable return shipping costs where required by this Policy or applicable law.
4. PRODUCTS THAT CANNOT NORMALLY BE RETURNED
To the maximum extent permitted by applicable law, voluntary returns may not apply to:
- gift cards;
- personalized products;
- customized products;
- digital products after access or download has begun where legally permitted;
- products used beyond reasonable inspection;
- sealed hygiene, health, cosmetic, intimate, or personal-care products after opening where permitted by law;
- products damaged through misuse, negligence, modification, accident, or unauthorized repair;
- missing components caused by the customer;
- products that cannot reasonably be returned due to their nature.
These exclusions do not apply where mandatory consumer law requires another remedy.
5. HOW TO REQUEST A RETURN
Before returning any product, customers must contact:
Email:
Please include:
- full name;
- order number;
- email or phone number used during checkout;
- reason for return;
- photos or supporting information where applicable.
After reviewing your request, our Customer Support team will provide the correct return instructions.
Important:
Do not send products to our Wyoming business address unless specifically instructed by our team.
Because we work with different fulfillment partners, warehouses, and logistics providers worldwide, the correct return location may vary depending on:
- product;
- customer location;
- warehouse;
- reason for return.
Sending a product to an unauthorized address may delay your refund or return processing.
6. CONDITION OF RETURNED PRODUCTS
For approved voluntary returns, products should normally be returned:
- in substantially the same condition received;
- with original accessories;
- with manuals and documentation where applicable;
- properly packaged to avoid damage during transport.
Products may be inspected after arrival.
Inspection may verify:
- product identity;
- condition;
- accessories;
- serial numbers;
- damage;
- authenticity.
7. RETURN SHIPPING COSTS
Damaged, defective or incorrect products
Where SONARA™ is responsible for the issue, we will cover reasonable return costs where required by this Policy or applicable law.
Voluntary returns
For change-of-mind returns where no mandatory legal right applies, return shipping costs may be the customer's responsibility.
Where applicable law specifies otherwise, those legal requirements will apply.
8. REFUNDS
Once a refund has been approved, we generally process refunds within:
7 business days.
Banks, payment providers, card issuers, or financial institutions may require additional time before funds appear in the customer's account.
The refund processing time does not replace shorter mandatory refund deadlines required by applicable law.
9. REFUND METHOD
Refunds are normally issued to the original payment method whenever technically possible.
For prepaid orders, this usually means:
- original card;
- digital wallet;
- bank account;
- payment method used at checkout.
Cash On Delivery (COD) Refunds
Because COD payments are collected physically upon delivery, refunds cannot always be returned through the original transaction method.
Approved COD refunds may be issued through:
- bank transfer;
- approved digital wallet;
- local electronic payment method;
- another mutually agreed refund method.
We may request reasonable information needed to verify the customer and process the refund securely.
10. ORDER CANCELLATION BEFORE PROCESSING
Customers may request cancellation within:
15 minutes after placing the order
provided fulfillment preparation has not already started.
After this period, orders may already have been transmitted to:
- warehouse;
- supplier;
- fulfillment partner;
- shipping carrier.
Therefore, cancellation cannot always be guaranteed.
Customers should contact us immediately if they wish to cancel an order.
This operational cancellation period does not replace mandatory legal cancellation rights where applicable.
11. CASH ON DELIVERY ORDERS
For COD orders, customers agree to provide accurate:
- name;
- phone number;
- delivery address;
- order information.
We may contact customers to confirm COD orders before shipment.
This helps:
- reduce fraudulent orders;
- improve delivery success;
- prevent failed deliveries.
Repeated intentional refusal of confirmed COD orders, false information, or fraudulent ordering activity may result in COD availability being restricted where permitted by law.
12. INTERNATIONAL CUSTOMERS
SONARA™ sells internationally.
Customers may have additional rights depending on their country.
Where mandatory local consumer protection laws provide:
- withdrawal rights;
- guarantees;
- refunds;
- repairs;
- replacements;
- cancellation rights;
those rights remain unaffected.
13. EUROPEAN UNION CUSTOMERS
Customers located in the European Union may have a statutory right of withdrawal for qualifying online purchases.
Where applicable:
- customers may withdraw within the legally required period;
- products must be returned according to applicable requirements;
- refunds will be processed according to applicable law.
Certain exceptions may apply, including:
- personalized products;
- hygiene-sealed products after opening;
- products excluded by applicable law.
Nothing in this Policy reduces mandatory EU consumer rights.
14. UNITED KINGDOM CUSTOMERS
UK customers may have statutory cancellation rights for qualifying distance purchases.
Applicable UK consumer protection laws regarding:
- cancellation;
- refunds;
- faulty goods;
- product conformity;
remain unaffected.
15. COLOMBIA CUSTOMERS
For qualifying purchases made in Colombia, mandatory consumer rights under Colombian law remain applicable.
Where the statutory right of withdrawal (“derecho de retracto”) applies:
- the customer must comply with legal requirements;
- return conditions required by law apply;
- refunds will be processed according to applicable deadlines.
16. OTHER LATIN AMERICAN MARKETS
For customers in:
- Mexico;
- Panama;
- Ecuador;
- Peru;
- Chile;
- Argentina;
- Guatemala;
- Costa Rica;
- Venezuela;
- Paraguay;
mandatory local consumer rights remain applicable.
Where local law provides stronger consumer protection, those rules prevail.
17. FRAUD AND RETURN ABUSE
We may investigate suspected fraudulent or abusive activity, including:
- false damage claims;
- false non-delivery claims;
- returning different products;
- counterfeit returns;
- manipulated evidence;
- repeated abusive claims;
- fraudulent COD orders.
Where permitted by law, voluntary return privileges may be restricted for demonstrated abuse.
Mandatory consumer rights will always be respected.
18. CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact SONARA™ first so we can attempt to resolve issues quickly.
For payment disputes, we may provide relevant transaction information, including:
- order confirmation;
- payment records;
- shipping information;
- tracking details;
- customer communications;
- return records.
Nothing in this Policy removes legitimate rights available through banks, payment providers, regulators, or applicable law.
19. THIRD-PARTY FULFILLMENT
SONARA™ may work with:
- warehouses;
- suppliers;
- manufacturers;
- logistics providers;
- fulfillment partners.
The involvement of third-party fulfillment partners does not change the identity of the seller:
Darren Otalora LLC
Customers should contact SONARA™ directly regarding returns, refunds, and order issues.
20. POLICY UPDATES
We may update this Policy from time to time due to:
- operational changes;
- legal requirements;
- new fulfillment locations;
- changes in products;
- improvements to customer service procedures.
The updated version will be published on this page with a revised date.
21. CONTACT US
For cancellations, returns, refunds, or customer support:
SONARA™
Operated by:
Darren Otalora LLC
30 N Gould St Ste N
Sheridan, Wyoming 82801
United States
Website:
https://sonoraofficial.myshopify.com
Email:
Phone:
United States:
+1 (415) 678-1138
Colombia:
+57 313 870 6226
Customer Service Hours:
Monday through Friday
8:00 AM – 5:00 PM
© 2026 SONARA™. Operated by Darren Otalora LLC. All rights reserved.
