General Policy

 

* Please note that, based on our policy, any sorts of refund is not acceptale unless the products were damagaed in the first place.

* Before 30 days of receiving the order, customers are charged a return shipping fee when it comes to return/exchange.

* After 30 days of receiving the order, no exchange can be made by any circumstances. 

* When applying for a return or exchange, customer should provide their order number to get the inquiry sorted out easily. Without providing order number or information requested by the customer service team, delay may incur to proceed.

 

 

[ RETURN  & CONDITIONS ]

All successfully returned items will go through inspection by our warehouse team. Once it has been done a refund process will be made directly by the finacne team and it will take about 2-3 business days, depending on different payment gateway companies.

 

* We cannot replace or refund partially used products or products with broken seals.

 

* We cannot accept the items with any damages caused by customers' negligence. 

 

* All items should be sent back to us in their original packaging provided.

* Items returned from a different country may incur additional charges or be delayed by customs. You can return using any secure means but we may not accept liability

* If your order has arrived but still want to exchange, you must return the original item first and then place a new order.

 

* Please note, before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. 

 

* Full refund is only eligible for defective goods (must be verified with the factory) and for returning goods with other reasons will be charged with fee. 

 

* If items are sent back to the shipper due to clearance fail, shipping charges will be charged to customer or customer will get a refund amount after deducting the shipping charges. 

 

* There are some products that are not eligible for refund or exchange at all once the package is opened.                            DOBU N95 MASK, and color 3-ply mask (Daily color mask)  

 

* Any damage on package caused by delivery process has no relation to our liability but directed to courier services (Fedex, USPS, DHL).                 

 

 

[ DEFECTIVE GOODS ]

If your order arrives damaged or defective in the first place, we can assist with a refund or replacement within 30 days of purchase. Please state your order number for easier and faster communication with our customer service team. 

When reporting defective item, visualized evidence such as photo images or video footages must be included in the email.     

If over 70% of the product in the shipment is proven to be defective, customers are allowed to get either a refund for the amount of damaged products or a new delivery. When proof cannot be provided, no exchange or refund is to be made.

 

 

[ CANCELLATION ]

Cancellation is only available before the order is fulfilled. 

Once the customer has received a tracking number which means the order has been fulfiled and picked up by the forwarding company, therefore, cancellation is no longer accepted. 

 

[ LOST / STOLEN SHIPMENT ]

Once the shipment is handed over to courier, the order is, technically, out of Soomlab's control.                                           If the package seems lost or stolen customers cannot request for a refund or redelivery to us but are required to contact courier (DHL/FedEx / USPS) and file a claim. Without an evidence which can prove the package is lost or never delivered by courier, investigation cannot be made. 

 

 

[ DUTY AND IMPORT CHARGES ]

Soomlab has no relation to any additional/unpredictable charges when it comes to going through the customs, once the shipping has been fulfilled. 
Because all orders shipped from the SOOMLAB (both from Korea and the official Soomlab US distribution center) are on a DDU (delivery duty unpaid) basis, a returned package by refusing to pay the fees by the customs is considered a simple change of mind. Therefore, we can make a refund after deducting the return shipping charge.                                                   
For more information about refunds of duty and import charges, please contact the shipping company (DHL, FedEx)

 

 

[ RETURN SHIPPING CHARGE ]

[Global Order]

Less than 50PCS : 84USD
100PCS : 102USD
150PCS : 113USD
200PCS : 167USD
300PCS : 222USD
400PCS : 331USD

[AMERICA Order]

  30PCS : 15USD
  50PCS : 33USD
100PCS : 40USD
150PCS : 50USD
200PCS : 55USD
300PCS : 70USD
400PCS : 90USD

If you cannot find quantity you have ordered from this list, we will send you the return shipping fee for other quantities by email if you request a return.
**The return shipping charge includes round-trip air shipping.

 

[ REFUND OR EXCHANGE ON STERILIZER ]

In order to apply for return/exchange/refund for the sterilizer, full refund will not be possible unless the device was damaged in the first place. 

Devices over 30 days from receiving cannot be returned/exchanged/refunded by any circumstances. 

Procedure:

1. Photo, video of the device must be provided via email along with the order number.

2. The photo will be sent to our manufacturer for an inspection. 

3. When the claim on malfunction has been accepted, we will get the device returned and provide a new device for an exchange, or process refund. 

 

 

[ COUPON CODE ] 

* Every coupon has different conditions with different expiry date. 

* Only 1 coupon code can be applied at the time of each order.

* Expired coupons cannot be used or refunded in any circumstances.