Refund policy – SOH Stores index

Refund policy



 

  1. APPLICABILITY OF POLICY

By agreeing to use the SOH Exchanges Portal and/or initiating a purchase request on the Portal, you agree to the terms in this Policy without modification. If you do not agree to these terms, please refrain from transacting on sohstores.com. Note that we may modify this policy periodically, so please check the policy before each use to ensure you understand the terms applicable at that time.

2. EXCHANGES & RETURNS

  • We offer exchanges and returns within 7 days from the date of delivery.
  • Once your exchange/return request is accepted by our team, you will receive a notification via your registered email, and your order will be picked up by our logistics partner within 24-48 hours.
    • Pick-up will be attempted twice. If the courier is unable to collect the shipment, you will need to send it back to the warehouse address. Reverse pick-up depends on availability in your area.
  • After receiving the product at the warehouse, it will go through a Quality Check. Once approved, your exchange/return will be processed.
  • Estimated delivery for exchanges is 7-10 working days.
  • If a size exchange cannot be fulfilled due to stock availability, we will offer an alternative product or issue store credit, redeemable for your next online purchase.

For all return orders, refunds are issued as a credit note once the product passes Quality Check, which will be emailed to your registered address.

3. RETURN CONDITIONS

Please ensure the product(s) are returned in the same condition as shipped. Returns must meet the following conditions:

  • Product conditions: Not worn, cleaned, or tampered; tags, packaging, and accessories must be intact and unaltered.
  • Other requirements:
    • No signs of wear, including foul odors, perfume, stains, dents, scratches, tears, or damage.
    • Products bought as a set should be returned as a complete set.
    • Returned products should be in unused, undamaged, unwashed, and saleable condition.
  • If any conditions are unmet, we reserve the right to reject the exchange/return request.

4. ORDER CANCELLATION POLICY

  • Cancellations are allowed only for COD (Cash on Delivery) orders if the order has not yet been dispatched.
  • All prepaid orders are final and cannot be canceled or refunded. Refunds are issued as store credit, valid for three months and redeemable only at our online store. Store credits are non-refundable, and shipping charges are non-refundable.

5. EXCHANGE/RETURN OF PRODUCTS

You may request an exchange or return if:

  • The product does not fit.
  • The product or shipping package is damaged.
  • The product is defective or missing parts/accessories.

Return Process: On receipt and acknowledgment of your return request, our reverse-logistics partner will contact you to collect the product.

6. CUSTOMER SUPPORT

For any queries or concerns related to returns and cancellations, please contact us:

Our support team is available Monday-Saturday between 11:00 AM - 7:00 PM. All queries will be prioritized and resolved within 24 hours.