Refund policy
Thank you for shopping with Soojer. We value your satisfaction and aim to provide a clear and fair refund and return process. Please review the following policy carefully before making a purchase.
Returns & Exchanges
You may request a return or exchange within 30 days of receiving your product if you are not satisfied.
- If the return or exchange is due to a product quality issue, Soojer will cover the return shipping costs.
- If the return or exchange is due to non-quality-related reasons, a 15% restocking fee will be deducted to cover return shipping and handling costs.
All returned items must be unused, in their original condition, and in the original packaging.
If the returned product is not in its original condition or packaging, 15%–50% of the product price may be deducted as compensation, depending on the extent of the damage.
Refunds
Once we receive and inspect the returned product, your refund will be processed within 7 business days.
Refunds will be issued to the original payment method used at checkout.
Please note that the actual time for the refund to appear in your account may vary depending on your payment provider.
Exchanges
If you request an exchange, the replacement item will be shipped after we receive and confirm the returned product.
Return Instructions
Return addresses may vary depending on the fulfillment location of your order.
Please contact our support team before returning any item to obtain the correct return address and instructions.
Unauthorized returns may not be accepted.
Order Cancellations
Orders may be cancelled free of charge before they are shipped.
If the order has already been shipped, we will attempt to intercept the shipment:
- If the interception is successful, no additional fee will be charged.
- If the interception is unsuccessful, you will need to contact us after receiving the product and return it at your own expense.
Returned items must be in their original condition and packaging.
If the item is not returned in acceptable condition, 15%–50% of the product price may be deducted as compensation.
Refunds will be processed within 7 business days after the returned product is received and inspected.
What Is Considered “Customer’s Reason” for Return?
The following situations are considered non-quality-related returns and are subject to the restocking fee:
- Buyer’s remorse or change of mind
- Incorrect orders placed by the customer
- Incorrect or incomplete shipping address provided
- Damage caused by improper use or handling (non-product-quality issues)
When Is an Item Considered “Delivered”?
An item is considered delivered once the tracking information shows it has been delivered to the shipping address provided at checkout.
Contact Us
If you wish to request a return, exchange, or refund, please contact us at
service@soojer.com
When contacting us, please include your order number.
If the issue is related to product quality, please also provide clear photos or videos showing the issue.