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Returns & Refund Policy

Returns & Refund Policy

At SOYUI, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help you with our return and refund process.

1. Return Window

We offer a 30-day return window. To be eligible for a return, you must initiate the process within 30 calendar days from the date of delivery (the date the tracking shows as delivered).

2. Return Conditions

To ensure your return is approved, the item must meet the following criteria:

  • The item must be in brand-new, unused condition with no visible signs of wear.

  • The item must be in its original packaging.

  • A valid receipt or proof of purchase is required.

3. Shipping Fee Responsibility

  • Quality Issues (Seller’s Responsibility): If you receive a defective, damaged, or incorrect item, SOYUI will cover all return shipping costs or provide a full replacement at no additional charge. Please inspect your order immediately upon arrival and contact us with photo evidence.

  • Non-Quality Returns (Buyer’s Responsibility): If the return is requested for personal reasons (e.g., change of mind, ordered wrong item), the customer is responsible for all return shipping fees. These fees are non-refundable.

4. How to Initiate a Return

To start a return, please contact our support team at lj1721200@gmail.com with the following details:

  • Your Order ID

  • Reason for the return (please attach photos or videos for quality-related issues)

Important: Do not ship items back without prior approval from our team. We will provide the designated return address and instructions once your request is verified.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: Will be processed automatically back to your original payment method within 7 working days.

  • Bank Processing: Please allow an additional 3-5 business days for your financial institution to post the refund to your account.

  • If you have not received your refund after 10 business days of approval, please reach out to us.

6. Non-Returnable Items

The following items are not eligible for return:

  • Sale items or products purchased during clearance events.

  • Digital gift cards.

  • Items that are not in their original condition or are damaged for reasons not due to our error.