It’s not uncommon for companies to charge for postage on returned items, if that’s what it’s for. Not sure what Sonos’ T’s&C’s say for returns: have you checked that? 

Ok, just had a look. In UK it’s “return at our cost” (ie at Sonos’ cost) so prob the same in Italy. I think you need to speak to Sonos direct and get an answer from them. 

In the US we have 45 days and free return. On the up side you have 55 days more than we in the US. However that’s not why I’m posting.

Why you have 100 days trial and we in the US only have 45 days may be related to commerce law in our respective countries. The fact the you have to pay for a return ( assuming that was what the charge was for) may be regulated by your country/region commerce regulations.

I’m only guessing so take my comments lightly as I have no factual information to support them. I’m Just providing a possible scenario.

Hello to.all,

I will contact them and report you.…

this upset me.…

I have returned also 2 ErA300....but not yet have refunded.

This community can’t really help, we are not Sonos employees. You need to call Sonos. 

thank you Bruce but I am asking if others had the same situation…

And ,yes, SonoS representative do read and reply here.

If you check your original post, @flybyme, that’s not at all what you asked. 

@flybyme,
My thoughts are the 5% / €28 is to cover the payment of a countries tax on goods, like VAT in the U.K. and Sonos would have paid that tax as part of the overall cost, but perhaps cannot recoup it - so the customer covers that loss and must recoup it themselves. Again it’s just a guess on my part, but my thoughts are Sonos use a standard 5% charge across the board for overseas transactions. 

The best thing to do here however, is to contact Sonos Sales. rather than Customer Support, as this falls within their jurisdiction and they can discuss both the refund with you privately and the reason for any charge/surcharge. Here is the link to speak to Sonos Sales:

https://support.sonos.com/s/global-sales-help

this comment does not help...

thanks a lot Ken…

I , for sure, find out....

I too am indeed in the same situation @flybyme. Surprise, surprise—unwavering radio silence from their end since. Over £100 deducted as ‘surcharges/d.’ Given the sundry complaints regarding Sonos refunds generally, as previously evidenced on these forums (just search ‘refund complaints,’ or some such) we should probably count ourselves fortunate to receive anything at all! 

I for one am very glad you posted, @flybyme. 

Hello to all,

just to let you know that I contacted SonoS , and they will give me a full refund.

Seems it has been a “mistake”.