Soocas is confident that you will be satisfied with your recent purchase from us. However, we are happy to provide any assistance if you have any problems with it.
We undertake maximum effort to design and manufacture products to meet your needs, thus, we are confident that you will love the products from Soocas. However, we do understand that, occasionally, you may have different expectations of the product, if it does, please request a return within 60 natural days from the date of delivery of the product, and please be aware of the following terms and conditions related to products return, exchange, etc. in advance.
Return conditions
The returned products must be purchased on the Soocas Pro App. Products purchased in any offline store or via other channels are not subject to the return service of these terms and conditions.
Returned products must maintain their original quality and function, however, opening the original packaging is acceptable provided that the products themselves remain undamaged and intact. Please include the complete tags, accessories, instructions, gifts, and any packaging materials and accessories delivered with the order at the time of purchase.
1. We shall not accept the return of products under any of the following circumstances:
a. the incomplete packaging of returned products.
b. the returned products are damaged, missing, soiled, lost, and the accessories are incomplete.
c. the labels, accessories, product identification, instructions, invoices (if any) of the returned products, and the packaging materials and accessories delivered with the order at the time of purchase are incomplete. If the gift (including the gift item, points, vouchers, coupons, etc.) cannot be returned together, you must pay the total price of the gift item based on the manufacturer's suggested retail price, otherwise Soocas reserves the right not to accept your return the product.
2. When returning the package, please ensure that the products are maintained in the original package in a tight and proper manner. If the products are damaged or lost during the return shipment, Soocas shall not assume any responsibility. Please understand.
3. The returned products must be returned to Soocas in on-time delivery. If the returned products of a single order are sent back in several separate deliveries, Soocas is entitled to refuse to accept them and reject the return.
4. The return and replacement freight:
a. In case of quality problems, incorrect products, or lack of accessories, the return and replacement freight shall be borne by us. Please contact online customer service or our customer service team via first support@soocas.com for consultation.
b. If you subjectively dislikes the products, or the color of the products is inappropriate, the return and replacement freight shall be borne by you.
If all the above-mentioned conditions are met, we will refund the price amount of returned products; However, please be informed that the expedited delivery fee will not be refunded. If the returned products fail to meet all the above-mentioned return conditions, we will not refund any payment for products, however, you are entitled to require the products to be returned to you within sixty (60) days after being notified that you are not entitled to a refund of the payment for products. The express delivery fee shall be borne by yourself, and we shall not be liable for any damage or loss incurred in the delivery of the item(s).
Return Process
1. If you need to return the products within 60 days from the date of delivery of the products, please contact the online customer service or our customer service team via first support@soocas.com for consultation and provide the order number, return reason, product photos, and other information for review.
2. We will contact you within 1-3 working days to inform the result of your return request.
3. After your request is approved, please return the products, as well as all related items meeting the return conditions by express delivery within 7 days in a manner to ensure that the products will not be damaged. At the same time, ensure to confirm the complete original delivery list, invoice (if any) and that all other relevant items are in the package.
4. After receiving the products at the warehouse, we will check according to the above-mentioned "return conditions" to ensure that each returned item meets the conditions. If the returned products meet the conditions, we will return the agreed amount (in principle, the price actually paid when purchasing the products, deducting the necessary fees (if any)) to your original payment account.
5. After Soocas warehouse receives the returned products and confirms that the products meet all the return conditions, you will receive a customer service notice stating that the returned products have been received and actually meet the return conditions. Regardless of the payment method you use (PayPal, master card, UnionPay, etc.), the refund process will initiate within 3 working days after Soocas understands that you have decided to exercise the right to return the purchased products, and after Soocas has confirmed that the products meet all the return conditions.
6. Refund Timeline: The refund amount will be returned via the original purchase method. If you used a credit card/debit card for the purchase, it may take 1 to 3 business days for the refund to process. The actual processing time depends on your bank’s transaction policy and refund processes. For any additional information regarding the refund amount, please contact your bank.
Replacement service
You may also decide to request an exchange (either with the Return Service above) subject to the same conditions and procedure as the Return Service above; however, the exchange is limited to the same item as the original item sold (which may be a different color), and the number of exchanges is limited to one.
Order cancellation by us
Soocas may cancel your order before delivery. In this case, Soocas will refund the amount of the canceled goods as soon as possible. Cancellation of orders may occur under a variety of circumstances, including, however, not limited to:
- The ordered products are out of stock;
- The order item or other information related to the order is incorrect.
If Soocas has reasonable grounds to suspect that the funds for the transaction to which the order relates have been obtained from an unlawful source or that the transaction in question is otherwise unusual or illegal or that any circumstances require cancellation by a competent authority.
Order amendments or cancellation by customers
You can contact the online customer service or our customer service team before shipment via support@soocas.com to amend or cancel the order.
Contact us
If you have any questions, please contact the online customer service or our customer service team via support@soocas.com for consultation.
