Politique de remboursement
We hope you have received our product safely.
If you’re not perfectly satisfied, you may request a refund for your item(s) within 7 days. You will then have a further 7 days following your request to return unsuitable items.
After 30 days of receiving the order, no refund or exchange can be made.
When applying for a return or exchange, customer must provide order number for accurate information. Without providing order number or information requested by representatives, delay may incur to process customer's request.
How much is the return shipping charge?
Customers are responsible for the cost incurred when returning a product. If you request a return, we will send you a method of payment for return shipping charge by email. The return shipping charge varies depending on the quantity of the product, and please refer to the return shipping charge below.
RETURN SHIPPING CHARGE
Less than 50PCS : 84USD
100PCS : 102USD
150PCS : 113USD
200PCS : 167USD
300PCS : 222USD
400PCS : 331USD
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 the round-trip air shipping.
HOW TO USE OUR RETURNS SERVICE
1. Booking a Return: Please send your return request to the SOOMLAB Customer Center (firstname.lastname@example.org) with your order number, name and product information.
2. Confirmation of Return Reservation: When your return reservation is received, we will send you a return shipping charge quotation with a booking confirmation email.
3. Deposit return shipping charge: When your return shipping charge payment is confirmed, we will send you a 'return invoice' by email.
4. Pack the items: Pack your return item(s) using the original packing provided.
5. Label the package: Attach one label securely to the box, ensuring the previous delivery label is covered.
6. Complete the pick-up: Upon collection, hand the second label to the DHL driver. Please leave your package open so it can be presented to the driver for checking along with your return invoice. Once checked, please make sure you seal the package securely.
7. It may take up to 3-4 business days after arrival for our ware house to check the contents and release refund.
REFUNDS OF DUTY AND IMPORT CHARGES
Because all orders shipped from the SOOMLAB (Both from Korea and from official Soomlab US distribution center) are shipped on a DDU (delivery duty unpaid) basis, if you refund the purchased product, SOOMLAB will not refund the duty and import charges. Refusal to pay duty will not be eligible for full refund. For more information about refunds of duty and import charges, please contact the shipping company (DHL, FedEx) instead of our website.
All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded. However, refunds may be delayed due to product inspection procedures.
If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at the SOOMLAB Customer Center (email@example.com)
When reporting defective item, photo or video proof must be included in the email. If over 70% of the product in the shipment is proven to be defective, exchange for the new product or refund can be processed. When proof cannot be provided, goods must be returned for exchange or refund.
1. Please read our return policy carefully to ensure you can proceed with your request as quick as possible.
2. All returns should be sent back to us in their original packaging provided.
3. If you’re not perfectly satisfied, you may request a return for your item(s) within 7 days. You will then have a further 7 days following your request to return unsuitable items.
4. Returns outside this window may be accepted at our discretion.
5. To ensure your return is covered by our returns policy and does not encounter a delay, items must be returned using the original packaging provided and from the same country to which they were delivered.
6. 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.
7. If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.
8. The item(s) should be returned unworn and in perfect condition. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.
9. Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact Customer Care immediately.
10. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Center (firstname.lastname@example.org)
11. Full refund is only eligible for defective goods (must be verified with factory) and for returning goods with other reason will be charged with fee.
12. If item return back to shipper due to clearance fail, shipping charges will be charged to customer and customer refunded payment after deducting shipping charges.
13. For Soomlab light masks, DOBU N95 MASK, and color 3-ply mask (Daily color mask) opened packaged will not be eligible for refund or exchange
14. Any damage on package caused by delivery process must be directed to courier services (Fedex, USPS, DHL). Damage occurring during shipping is not within Soomlab's control
Cancellation will only be eligible for orders with no tracking number assigned.
Once tracking number is assigned, the order is no longer with us, and therefore unavailable for cancellation
LOST / STOLEN SHIPMENT
Once the shipment is handed to courier, shipment is not within Soomlab's control. If the shipment suspects to be lost or stolen, please contact courier (DHL/FedEx / USPS) and file official complaints with them. Without evidence which can prove the package is lost or never delivered by courier, compensation of goods cannot be made.
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 is proven to be defective.
Devices over 30 days from receiving cannot be returned/exchanged/refunded
1. Photo , video of device must be provided via email along with order number
2. The photo will be sent to factory for evaluation
3. When defect ha been proven, we will accept return of the device and provide new device for an exchange, or process refund.
4. Once the package is opened, device cannot be returned or refunded.
1. Only one coupon code can be applied per order
2. All coupon code can be used once per customer.
3. Expired coupon cannot be used in any circumstances.