Refund policy
At Soter, we are committed to providing a seamless shopping experience and ensuring that our customers receive their products in excellent condition. This Return & Exchange Policy outlines the terms and procedures applicable to returns and exchanges.
1. Return & Exchange Period
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Return or Exchange Period: Customers may request a return or exchange within 3 days of receiving their order.
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Requests submitted after this period will not be eligible for return or exchange.
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Processing Time: Once the returned product has been received and inspected, the return or exchange process will be completed within 4–7 business days.
2. Return Procedure
To request a return, customers must:
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Contact Soter's customer service team within 3 days of receiving the order.
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Provide the necessary order details and reason for the return.
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Our team will arrange a pickup of the product.
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The product will be inspected upon collection to ensure that it meets all return conditions.
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If the product meets the requirements outlined in this policy, the return will be approved and the applicable refund will be processed.
Return Shipping Costs
Customers are responsible for the return shipping costs.
3. Exchange Procedure
To request an exchange, customers must:
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Contact Soter's customer service team within 3 days of receiving the order.
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Provide the necessary order details and specify the requested exchange.
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Our team will arrange a pickup of the product.
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The product will be inspected upon collection.
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If the product meets all applicable conditions, the exchange will be approved and the replacement product will be arranged.
Exchange Shipping Costs
Customers are responsible for the exchange shipping costs.
4. Return & Exchange Conditions
To be eligible for a return or exchange, the product must:
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Be in its original condition.
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Be unworn and unused.
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Be unwashed.
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Have all original tags attached.
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Show no signs of wear, damage, stains, alterations, or use.
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Be returned in a condition suitable for resale.
Products that do not meet these requirements may be rejected and will not be eligible for return or exchange.
5. Non-Eligible Items
The following products are not eligible for return or exchange:
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Products that have been worn, washed, damaged, stained, altered, or otherwise used.
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Products returned without their original tags.
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Products that do not meet the conditions specified in this policy.
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Products purchased during sales, discounts, or promotional offers, unless the product is defective.
6. Defective or Incorrect Products
If you receive a product that is defective, damaged, or different from the product you ordered, please contact our customer service team as soon as possible after receiving your order.
Our team will review the issue and, where applicable, arrange the appropriate replacement or resolution.
7. Inspection & Approval
All returned and exchanged products are subject to inspection.
Submitting a return or exchange request does not guarantee approval. The final approval is based on the product's condition and compliance with the requirements outlined in this policy.
If a product does not meet the required conditions, Soter reserves the right to reject the return or exchange request.
8. Processing Time
Once the returned product has been collected and received for inspection:
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Returns: The refund process will be initiated after the product passes inspection.
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Exchanges: The replacement process will be initiated after the product passes inspection.
The overall return or exchange process may take 4–7 business days from the date the product is received and inspected.
9. How to Contact Us
To request a return or exchange, please contact Soter's customer service team within the applicable 3-day period and provide your order details.
Our team will guide you through the required steps and arrange the collection of the product where applicable.
By placing an order with Soter, you acknowledge and agree to the terms outlined in this Return & Exchange Policy.