SOISU
Return & Refund Policy
Overview
At SOISU, we take pride in the quality and craftsmanship of every piece we deliver. This policy outlines the conditions under which returns, exchanges, and refunds are accepted. Our goal is to be fair and transparent while ensuring every customer receives the quality they expect.
This policy is governed by the Consumer Protection Act, 2019 and the Indian Contract Act, 1872.
1. Ready-to-Ship Products
Eligibility for Return
Returns are accepted for ready-to-ship products only if the product is defective, damaged in transit, or does not match the specifications stated in your Order Confirmation document.
To be eligible, you must report the issue by email to sales@soisu.com within 24 hours of delivery, and the defect or damage must be identified and noted before signing the delivery note.
Conditions for Return
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Product must be unused and in its original delivered condition.
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Issue must be reported via email within 24 hours of delivery with supporting photographs.
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Delivery note must be signed only after inspection — once signed without noted objection, delivery is deemed accepted.
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Products damaged due to customer misuse, improper cleaning, or environmental exposure are not eligible for return.
Resolution
Once a valid return request is received, SOISU will inspect the product within a reasonable timeframe. Based on the nature of the issue, the resolution will be one of the following: repair, replacement, or refund — at SOISU's discretion and subject to stock availability.
Refunds, where applicable, will be processed within 15 working days of inspection approval, via the original payment method.
2. Custom & Made-to-Order Products
Custom orders are products made specifically for you — including products with custom sizing, custom materials, or any specification tailored to your requirements.
As per standard practice under the Consumer Protection Act, 2019, custom-made goods are non-returnable and non-refundable once production has commenced, as they cannot be resold.
However, if a custom product has a manufacturing defect or does not conform to the specifications stated in the Order Confirmation PDF, SOISU will investigate and work to repair or resolve the issue at no additional cost to the customer.
In cases where repair or replacement requires imported components, additional time will be required as per import and shipping timelines. SOISU will keep you informed throughout the process.
Note: Any replacement or rectification work on a custom product will only be initiated after 100% payment has been received.
3. Non-Returnable Items
The following are not eligible for return under any circumstances:
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Products damaged due to misuse, physical impact, or accidental damage after delivery.
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Products showing signs of improper cleaning (chemical cleaners, abrasive materials).
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Products affected by moisture, direct sunlight, or environmental conditions.
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Products where the delivery note has been signed without recording a defect.
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Custom or made-to-order products (subject to defect resolution as above).
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Products where the 24-hour reporting window has passed.
4. How to Initiate a Return
Step 1 — Email us at sales@soisu.com within 24 hours of delivery.
Step 2 — Include your Order Confirmation number, clear photographs of the issue, and a description of the problem.
Step 3 — Our team will acknowledge your request within 2 working days and guide you through the next steps.
Step 4 — Do not move or use the product until our team has reviewed your request.
5. Consumer Rights
Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 2019 or any other applicable Indian law. If you believe your consumer rights have been violated, you may approach the relevant consumer forum.
6. Jurisdiction
All disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra, and resolved through arbitration under the Arbitration and Conciliation Act, 1996.