Refund policy

Refund Policy

At SOZO, we want you to love your mornings. If you're not completely happy with your order for any reason, we're here to help. Please review our return process and policies below.

Our 100-Night Risk-Free Trial

We're so confident you'll love waking up softly that every SOZO alarm band comes with a 100-Night Risk-Free Trial. If it doesn't change your mornings within 100 nights, we'll make it right — whether that's a replacement, exchange, or full refund.

Common Reasons for Returns and Solutions

Defective or damaged product: If your SOZO band arrives defective or has a quality issue, we'll send you a replacement free of charge. No need to return the original.

Doesn't fit or wrong item ordered: You can return or exchange the product. You are responsible for the return shipping costs.

Changed your mind: You can return or exchange the product within the 100-night trial period. You are responsible for the return shipping costs.

Package damaged on arrival: If your package arrives damaged, take a few clear photos and email them to us. We'll send a replacement free of charge.

Incorrect shipping information provided: Please double-check your shipping details when placing your order. If you need to update your address, contact us as soon as possible so we can make corrections before your order ships.

Anything else: Reach out to us directly and we'll work with you to find a solution.

How to Return Your Order

If you need to return your order in whole or in part, here's how it works:

  1. Contact us: Email sozoalarm@outlook.com within 100 days of receiving your order. Include your order number and the reason for the return.
  2. Approval and return address: Our team will confirm your return and provide you with the correct return address.
  3. Prepare your return: Securely package the product(s) in the original packaging, including all accessories and items that came with it.
  4. Send the return: After your return is approved, please send the package to the provided address within 5 business days. Share the tracking number with us so we can follow along.
  5. Refund processing: Once we receive and inspect your returned item(s), we'll process your refund within 5 business days via your original payment method.

Items That Cannot Be Returned

The following items are not eligible for return:

  • Items that are not in their original condition, are missing components, or show signs of damage not caused during shipping.
  • Unauthorised returns. All returns must be approved by our team before being sent. Items sent without prior approval will not be accepted for a refund.

Damaged During Shipping?

If your product arrives damaged, here's what to do:

  1. Take clear photos of the damaged item on a flat surface where the defect and packaging are visible.
  2. Email the photos and a brief description of the issue to sozoalarm@outlook.com within 5 days of receiving your order.
  3. We'll send a replacement product free of charge. If a second defect occurs, you'll receive a full refund.

Questions?

If you have any questions or need help with a return, email us at sozoalarm@outlook.com. Our team is available Monday to Friday and we aim to respond within 24 hours.

Thank you for choosing SOZO. Your softer mornings matter to us.