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PonoMusic | Return Policy

PonoPlayer Return Policy

Pono means righteous, the one, the pureness. We’ve definitely built our products and services with that Pono approach in mind. Our intention is to deliver to you the best High Resolution digital music system that optimizes the listening experience end-to-end. We do understand, however, that at times a product may not be what you expected it to be. In this unlikely case, please follow these guidelines listed to process a return.

To return a PonoPlayer, the original receipt, gift receipt, packing list, or other valid proof of purchase must be presented. PonoMusic will only accept returns for products purchased from PonoMusic.com. Any product purchased from a retailer, must be returned to that retailer and adhere to its individual return policy.

The product must be returned in original packaging with the UPC or barcode intact, and with all components, manuals, cords, cables, adaptors and accessories.

The product must be undamaged and in good working condition with no alterations to hardware or software. Any product that is returned incomplete, damaged, or has been tampered with will not be accepted for return.

If the product returned has any data or information stored on a memory or storage device, PonoMusic shall not be responsible for the transfer of such data or information to another product given to the customer as an exchange, or for the loss of any data or information or to maintain the confidentiality of any data or information still residing on the returned product.


Returns by Mail

To return a product purchased from PonoMusic.com, contact our Support team and obtain a Return Merchandise Authorization Number (RMA#) within 30 days of the date your order was received. An RMA# is required to process all returns. Please have your order number available for reference when contacting PonoSupport:

    • Sign in to Submit a Support Ticket from your account (24/7)

For returns related to a defect or repair, we will provide domestic customers a prepaid shipping label when you contact PonoSupport.

Once an RMA# is issued, print the return slip and ensure that a shipping label is affixed on the outside of your package. Please remove or cover the original shipping label showing your delivery address.

For returns unrelated to a defect or repair, you will be responsible for all return shipping and packaging, including all associated fees.

Please ship your return to the address provided when requesting an RMA using your choice of carrier. For your protection, we recommend that you return your product(s) using a carrier that provides a tracking number and insurance.

If you return your product to PonoMusic (i) without a valid RMA from PonoMusic, (ii) beyond the applicable return period day period, or (iii) without original packaging, PonoMusic retains the right to either refuse delivery of such a return or charge a restocking fee.


Refunds

PonoMusic will process your refund to the original form of payment. For returns unrelated to a defect or repair, shipping and handling is non-refundable. You are responsible for and must prepay all return shipping charges and you shall assume all risk of loss or damage to product while in transit to PonoMusic. If you have received damaged, defective or incorrectly shipped merchandise, please notify PonoSupport within 30 days.


Returning Products on Promotion

Refunds will be limited to the amount actually paid at the time of original purchase. When returning a product purchased through a promotion, the value received via the promotion will be accounted for in the refund and deducted appropriately. If the promotion included a 'free with purchase' product, and the free product is not returned with the promoted merchandise, the value of the free product will be deducted from the refund amount. If the product being returned was part of a bundled promotion, all products in the bundle must be returned or the bundled discount will be voided and that discount amount will be deducted from the refund.

Digital Music Return Policy

The sales of all products and services are final.

If a technical problem prevents or delays the delivery of a product, your exclusive and sole remedy with respect to the product is either: the replacement of the product, or the refund of the purchase price paid for such a product, as determined by PonoMusic.

Refunds will be issued at the discretion of PonoMusic management.