Hidden DoorRefund & Return Policy
3.1 Return Window
You may request a return within fourteen (14) days of the date you receive your order. Requests submitted after this period cannot be accepted.
EU Consumers: If you are a consumer resident in the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This statutory right applies in addition to, and is not limited by, the other provisions of this policy.
3.2 Condition of Returned Goods
To be eligible for a return, the product must be:
- unused, or used only to the extent necessary to inspect it;
- in its original condition, free from damage, modification, or wear;
- returned complete with all modules, accessories, cables, and original packaging.
Products that have been disassembled, modified, or damaged through misuse are not eligible for return.
Indicators that a product has been used beyond inspection purposes include, but are not limited to: wear or scuff marks on straps, housings, or contact points; residue, odor, or skin contact marks inconsistent with an unboxed and unused item; removal or damage of protective films on functional components; or missing original packaging materials and accessories.
3.3 How to Request a Return
Email support@hiddendoor.tech with your order number and the reason for return. We will respond within three (3) business days with return authorisation and shipping instructions. Returns sent without prior authorisation will not be accepted. Where a return is requested on the grounds of a defect, we may request supporting evidence such as photographs, video, or a description of the specific technical failure observed, to confirm the return qualifies under Section 3.5a.
3.4 Return Shipping Costs
- Change of mind / no longer required: return shipping, import duties, and any customs charges are borne by the buyer. The original outbound shipping cost is non-refundable.
- Defective or incorrect item: we bear all return shipping costs and will refund the original shipping cost in full.
A restocking fee of 15% of the product price may be deducted from the refund for change-of-mind returns where the original packaging has been opened. This fee does not apply where the buyer is exercising the EU statutory withdrawal right described above.
3.5a Definition of Defect
For the purposes of this policy, a "defect" means a failure of the product to perform its stated technical function under normal use conditions — for example, failure to power on, failure of a module to pair or transmit signal, or physical malfunction of a component. A defect does not include: variation in perceived range, sensitivity, or performance arising from the user's technique, skill level, venue acoustics, environmental conditions, or subjective expectations of the performance experience. As SONAR is a professional performance tool whose real-world effect depends significantly on the operator's skill and the performance context, differences in subjective outcome do not, by themselves, constitute a defect.
3.5 Refund Processing
Once the returned product is received and inspected, we will notify you of the outcome within five (5) business days. Approved refunds are issued to the original payment method within ten (10) business days. The time for funds to appear in your account depends on your card issuer or wallet provider.
3.6 Warranty
SONAR products carry a 12-month limited warranty from the date of delivery, covering defects in materials and workmanship under normal use. The warranty does not cover damage caused by misuse, unauthorised repair, modification, liquid ingress, or normal wear of consumable parts such as batteries and straps.
3.7 Non-Returnable Items
Custom-configured orders, promotional bundles marked as final sale, and products purchased at live events where the buyer has physically inspected the product prior to purchase are not eligible for change-of-mind returns, but remain covered by the warranty in Section 3.6.
退款与退货政策
3.1 退货期限
您可于收到订单之日起 十四（14）日内 申请退货。逾期提出之申请恕不受理。
欧盟消费者：若您为欧盟境内之消费者，您享有自收到货物起 14 日内无需说明理由撤回购买之法定权利。此法定权利为本政策其他条款之外的额外权利，不受本政策其他条款限制。
3.2 退货商品状态
符合退货条件之产品须：
- 未经使用，或仅在检查所必需之限度内使用；
- 保持原有状态，无损坏、改装或磨损痕迹；
- 连同所有模块、配件、线材及原包装完整退回。
经拆解、改装，或因不当使用而损坏之产品不符合退货条件。
产品使用痕迹超出检查目的之迹象包括但不限于：绑带、外壳或接触部位之磨损或刮痕；与未开箱使用状态不符之残留物、气味或皮肤接触痕迹；功能组件保护膜之移除或损坏；或原包装材料及配件缺失。
3.3 退货申请方式
请发送电邮至 support@hiddendoor.tech，注明订单编号及退货原因。我们将于三（3）个工作日内回复退货授权及寄回指示。未经事先授权寄回之退货恕不受理。若退货申请以缺陷为由提出，我们可能要求提供支持性证据，如照片、视频，或所观察到之具体技术故障描述，以确认该退货符合第 3.5a 条之规定。
3.4 退货运费
- 非质量原因（改变主意、不再需要）：退货运费、进口关税及清关费用由买方承担，原发货运费不予退还。
- 产品缺陷或发错商品：由我们承担全部退货运费，并全额退还原发货运费。
非质量原因退货且原包装已拆封者，可自退款中扣除产品价格 15% 之重新上架费。买方行使上述欧盟法定撤回权之情形，不适用本条。
3.5a 缺陷之定义
就本政策而言，「缺陷」指产品于正常使用条件下，未能实现其标称之技术功能——例如无法开机、模块无法配对或传输信号、或组件出现物理故障。以下情形不构成缺陷：因使用者操作技巧、技能水平、演出场地声学条件、环境因素，或对表演效果之主观期望所致之感知范围、灵敏度或效果差异。鉴于 SONAR 为专业表演工具，其实际使用效果在很大程度上取决于操作者之技巧与演出情境，主观效果上之差异本身不构成缺陷。
3.5 退款处理
我们收到并检验退回产品后，将于五（5）个工作日内通知您处理结果。经批准之退款将于十（10）个工作日内退回至原支付方式。款项到账时间视您的发卡机构或钱包服务商而定。
3.6 保固
SONAR 产品自交付之日起享有 12 个月有限保固，涵盖正常使用下之材料及做工缺陷。保固不涵盖因不当使用、未经授权维修、改装、进液，或电池、绑带等消耗件正常磨损所致之损坏。
3.7 不适用退货之情形
定制配置订单、标注为最终销售之促销组合，以及买方于线下活动现场已实际检视后购买之产品，不适用非质量原因退货，但仍受第 3.6 条保固条款保障。
退款與退貨政策
3.1 退貨期限
您可於收到訂單之日起 十四（14）日內 申請退貨。逾期提出之申請恕不受理。
歐盟消費者：若您為歐盟境內之消費者，您享有自收到貨物起 14 日內無需說明理由撤回購買之法定權利。此法定權利為本政策其他條款之外的額外權利，不受本政策其他條款限制。
3.2 退貨商品狀態
符合退貨條件之產品須：
- 未經使用，或僅在檢查所必需之限度內使用；
- 保持原有狀態，無損壞、改裝或磨損痕跡；
- 連同所有模組、配件、線材及原包裝完整退回。
經拆解、改裝，或因不當使用而損壞之產品不符合退貨條件。
產品使用痕跡超出檢查目的之跡象包括但不限於：綁帶、外殼或接觸部位之磨損或刮痕；與未開箱使用狀態不符之殘留物、氣味或皮膚接觸痕跡；功能組件保護膜之移除或損壞；或原包裝材料及配件缺失。
3.3 退貨申請方式
請發送電郵至 support@hiddendoor.tech，註明訂單編號及退貨原因。我們將於三（3）個工作日內回覆退貨授權及寄回指示。未經事先授權寄回之退貨恕不受理。若退貨申請以缺陷為由提出，我們可能要求提供支持性證據，如照片、視頻，或所觀察到之具體技術故障描述，以確認該退貨符合第 3.5a 條之規定。
3.4 退貨運費
- 非質量原因（改變主意、不再需要）：退貨運費、進口關稅及清關費用由買方承擔，原發貨運費不予退還。
- 產品缺陷或發錯商品：由我們承擔全部退貨運費，並全額退還原發貨運費。
非質量原因退貨且原包裝已拆封者，可自退款中扣除產品價格 15% 之重新上架費。買方行使上述歐盟法定撤回權之情形，不適用本條。
3.5a 缺陷之定義
就本政策而言，「缺陷」指產品於正常使用條件下，未能實現其標稱之技術功能——例如無法開機、模組無法配對或傳輸訊號、或元件出現物理故障。以下情形不構成缺陷：因使用者操作技巧、技能水平、演出場地聲學條件、環境因素，或對表演效果之主觀期望所致之感知範圍、靈敏度或效果差異。鑑於 SONAR 為專業表演工具，其實際使用效果在很大程度上取決於操作者之技巧與演出情境，主觀效果上之差異本身不構成缺陷。
3.5 退款處理
我們收到並檢驗退回產品後，將於五（5）個工作日內通知您處理結果。經批准之退款將於十（10）個工作日內退回至原支付方式。款項到賬時間視您的發卡機構或錢包服務商而定。
3.6 保固
SONAR 產品自交付之日起享有 12 個月有限保固，涵蓋正常使用下之材料及造工缺陷。保固不涵蓋因不當使用、未經授權維修、改裝、液體滲入，或電池、綁帶等消耗件正常磨損所致之損壞。
3.7 不適用退貨之情形
訂製配置訂單、標註為最終銷售之促銷組合，以及買方於線下活動現場已實際檢視後購買之產品，不適用非質量原因退貨，但仍受第 3.6 條保固條款保障。