Return Policy

Question: Can I change or return the product?

Answer: In case you are not satisfied with the purchased product you receive a wrong order, please check our simple steps of product return per below.

• All goods must be purchased from Sony Store Online (Thailand) and the order number with receipt / tax invoice that is trackable is required.
• Returning and / or changing goods is accepted for only the case of damaged products caused by transportation. In case of defective or out of order goods after 7 days of receiving, the goods return is not accepted in any case.
• In case you need to return the goods, premium gift, or other accessories of the product, all objects must be in the original packaging and in complete condition.
• Shipping and goods management fees cannot be refunded unless the change of damaged goods due to transportation or the goods defect founded.
• In case of refund, it will be based on value of the product at the date of sale only.
  (Per the price on the receipt)

Remark: The company reserves the right to refuse any goods return or refund if the case does not meet the above requirements.

Question: How long of the process to request the goods return?

Answer: You will receive the company’s answer within 3 working days.

Question: How can I get the refund?

Answer: If the product is defective or damaged before delivery, SONY company is willing to change the new product immediately without additional shipping charges.
If you need a refund, please contact us within 7 days after you receive the product to provide us the details of refund according to terms and conditions required.
In case of the incorrect color or model of the goods, we are pleased to change the new product to you only if the product is return in original packaging and after the incorrect ordered goods is returned to the company.

Question: In case I change my mind toward the product?

Answer: Please select the product carefully; there is no goods return policy in case the customers change their mind or find the product not meet their purpose of use.

Question: If I cancel the product return, can I get back the redeemed points?

Answer: The redeemed points of your purchase will be fully refunded to your member account when the products and services are canceled. The terms and conditions are applied.

Question: How much the product delivery is charged?

Answer: For any direct purchase from Sony Store Online up to 2,000 baht or more, the delivery free of charge even when you order the large size product, such as a TV or audio device.

Question: Can the product be delivered in front of the customer’s house or hidden at the front door area?

Answer: To ensure that the parcel has been delivered to you safely and to avoid any damage that might cause when the product is left unattended, the recipient’s autograph is required when the product is delivered at your place.

Question: Is there the service of overseas product delivery?

Answer: We provide only the domestic product delivery.

Question: How long for the product delivery?

Answer: In case the product is available in stock and that your payment is completed, the product will be delivered within 3 business days. For product order on Saturday – Sunday, the product delivery may be delayed as our delivery will be proceeded only during the working days.
For the order during the promotion period, the product delivery may be delayed into 5 working days due to plenty of orders.

Remark: The product delivery will be proceeded for the complete payment only. If the payment is not complete, the goods delivery might be delayed.

Question: How the product delivery is notified?

Answer: At our delivery, you will receive a tracking number and order number being sent via your registered email for order tracking.

Question: What should I do if I do not receive the goods?

Answer: Please contact us and inform us the product tracking number and the order number.

Question: I have ordered many products and I only receive some. What should I do for the not-delivered products?

Answer: Please contact us and inform us the product tracking number and the order number.

Question: Can I indicate the date of product delivery?

Answer: We apologize for being unable to deliver the product according to the time you specify.
If you are not available to receive the product at its first shipment, we will resend you the product. However, in case of your unavailability at our delivery more than 2 times, the next shipment might be charged.

Question: Is there a product shipping on weekends and during holidays?

Answer: The product may be shipped during weekends or holidays. However, If you are not available to receive the product at the address you provide, please contact the delivery staff who will contact you before the product is delivered.

Question: Can Sony deliver the product to be faster in case my need is urgent?

Answer: We apologize for being unable to deliver faster than our standard but we will make our best effort to deliver the goods to you per the time indicated.

Question: Can the product be delivered at my working place?

Answer: The product delivery can be serviced to your home or workplace or anywhere in Thailand per the address you have informed at your ordering and payment.

Question: In case I am not home when the product is delivered?

Answer: If you are unable to receive the parcel, the delivery team will resend you the product on the next working day. Please be informed that we are currently unable to deliver the product according to the time you require. (including the case of resending the product).

Question: If the product is defective at delivery, what should I do?

Answer: We understand your frustrations when finding the defective product. Please refuse to receive the product from the delivery staff immediate if you find that the product box is malfunctioning or broken. And please contact us immediately.