Online sales policy

The “Online Sales Policy” Clause


SONXPLUS and its merchants reserve the right to change products and current prices on the SONXPLUS website without any notice and without liability to you or any other person.

SONXPLUS and its merchants cannot guarantee the accuracy of information, in particular, the prices, pictures and product descriptions.

Therefore, it reserves the right to disregard, refuse or cancel any order if the information on the SONXPLUS website is inaccurate.

SONXPLUS and its merchants are not bound by an order until it has been accepted or the products have been shipped, even if you have received confirmation.

If your credit or debit card has already been charged for your purchase and your order will not be fulfilled, the amount debited will be credited to your credit or debit card.”

SONXPLUS does not charge re-stocking fees. Just follow the instructions and check the table below to make sure your items are returnable.

Please contact us at 1 855-777-3312 to request your Return Merchandise Authorization number.

IMPORTANT: Packages returned without a Return Merchandise Authorization number will be refused. Your Return Merchandise Authorization number is valid for 14 days.

** Return Policy for Cell Phone **

Returns and Exchanges Policy (updated April 24, 2018)

All sales on cell phones and smartphones, in-store or online, are final. No exchanges or refunds.



For all return or exchange, you will need the following:

  1. The original receipts (invoices) from your purchase OR call us at 1-855-777-3312  to obtain a copy.
  2. Original method of payment (If a gift card was used and was discarded, Please contact the online customer service at 1-855-777-3312  and the refund will be issued with a new gift card). If PayPal was used, your PayPal account will be credited for the return amount. There are no fees for using PayPal. If payment was made with a credit card, the amount will be refunded.
  3. Original packaging and all items originally included by the manufacturer or SONXPLUS (including all manuals, accessories and gifts with purchase or other included or bonus items).
  4. Your name, address, phone number and signature

IMPORTANT: In the event that a returned order has items missing, the order may be refused, or the value of the missing materials, including gifts with purchase or other included or bonus items (e.g. a gift card), may be deducted from the total credit amount.

Return Period by Product Type

For online purchases, the return period begins on the date the items are delivered.

Return Period

Type of Product


Not Returnable

Pre-paid cards

Open box and floor model major appliances

Services, Deliveries & Installations

Cell Phones and Wireless Devices




Returnable within


7 Days

Digital Cameras & Camcorders

DJ & Karaoke Equipment

Portable DVD Players


Camera Lens and Flash

Television and electronical articles

Computer, Portable and tablets

Returnable within 14 Days - Only if Unopened

Computer Components & Upgrades


Headphones & earphones (all types)*

Blank Media (Digital Memory, Hard Drives, etc.)

Major Appliances (Exchange only, can be open, but must be unused – see below)

Software & Entertainment Media

3D Glasses



Securiy products (alarm, surveillance camera)


Returnable within 14 Days


Items not listed in other categories or subject to the limitations set out below.


* Furniture must be unassembled and still in the original packaging.

* Headphones of any kind must be unopened.

Online orders

When you receive your package, we ask that you examine it closely prior to opening the factory sealed product packaging. If you are not satisfied with your order, you may exchange or return your product.

We also accept returns by mail for orders that were shipped directly to you. Please contact us at 1-855-777-3312 to request your Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 7 days.

Shipping and handling (S&H) charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part or we have determined that the product is defective.

Scheduled Delivery items, large furniture, and major appliance

For information on how to return large items that required Scheduled Delivery (like TVs over 53"), large furniture, major appliances or other special items, please contact us at 1-855-777-3312. 

Please note: furniture items shipped to Newfoundland and Labrador are final sale and cannot be returned or exchanged. If the item arrives damaged the delivery driver and Customer Service team will work with the customer to provide further options or compensation

Factory sealed Major Appliances (including Washers, Dryers, Fridges, Stoves, Dishwashers, Built-in Ovens & Cooktops) may only be cancelled at any time prior to delivery. These items are not returnable after delivery. Major appliances purchased online may be exchanged only for the same item/model. If purchased in-store, major appliances may be exchanged in-store for another item from the same category within 14 days of date of delivery if in unused condition. Open box and floor demo major appliances are final sale and cannot be returned.

Free gifts, included or bonus items, bundles, and fees

All products (both defective and non-defective) must be returned in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. If the purchase included a free gift, or an included or bonus item, to qualify for a refund, the free gift, included or bonus item must also be returned.

If you purchased an item as part of a bundle package, you may return that item separately. However, if you decide to break up that bundle by returning an item, the price of all items in the bundle reverts to what they would be if they were purchased individually. Therefore, you will receive a refund for the returned item that is less than the price you paid for it when you purchased it as part of a bundle.

If you were charged an environmental handling fee with your purchase, the fee will be refunded as well along with the cost of the item(s).

Delivery procedure

When you purchase online, we will do some verifications to approve delivery of your order. The order can only be delivered to the address of the holder of the credit card used. No delivery can be made to a postal box or outside Canada.

For more voluminous products, our delivery service will contact you to set-up an appointment. If a product you ordered is not available, we will contact you as quickly as possible to inform you of the date when the product will be available.

Delivery fees will be reimbursed only in the case of a delivery error.


In order to increase our customer satisfaction, a product can be exchanged by following these guidelines.

In order to increase our customer satisfaction, a product can be exchanged by following these guidelines.

When receiving the product, examine it carefully before opening the factory sealed package. If you are not satisfied with your purchase, you can exchange it in any SONXPLUS store or contact online sales at [email protected].

If the product does not give you reasonable satisfaction, we will be happy to exchange in store the article(s) purchased within 14 days of the receipt of your order. For computers, video cameras, digital cameras, portable DVD readers, the delay to exchange them is 7 days following the receipt date of the order.

In order to respect copyrights, computer or console games, CD's, DVD's and video cassettes that do not have intact packaging can only be exchanged for the same replacement product. Shipping and handling fees will not be reimbursed.

Defective of damaged products

All products (defective or not) must be returned in the same conditions as those you received them in, original packaging, warranty tags, manuals and any other accessories supplied by the manufacturer.

IMPORTANT : If a product is not returned with all the accessories, the return may be refused or the value of the missing accessories can be deducted from the total credit. Return shipping fees will be the client's responsibility whether the product is defective or not.

Product Warranty

If your product is covered by a manufacturer warranty or by our extended warranty plan, please go to [email protected] and we will guide you through the process.

Each manufacturer has their own service policy this is why each case must be handled individually. Our objective is to make the process easier for you so that your product be repaired as quickly as possible to your entire satisfaction.


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