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The customer is responsible for the shipping costs associated with returning the item(s). After receiving the returned item, Soma Labs will credit the customer's account for the original purchase price. Soma Labs will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undeliverable and returned to Soma Labs. In a case of a missing package on orders placed in the United States we will offer a refund or send out a new package, this only applies to packages that were never delivered to you. If your package was delivered but you did not receive it, it is your responsibility to contact the post office and resolve the issue. It is your responsibility to contact the post office and file a claim for the missing package.
To enable us to deal with your potential issue and possible refund, we require your receipt and proof of purchase. Please do NOT send your product back to anywhere else but the address provided by our support team. This will invalidate any guarantee and make getting a refund or replacement unattainable, as the manufacturer/partners does NOT process or deal with this type of request.
You will not be eligible for a refund unless we receive the item back in its original condition and within the original packaging and in the same condition it was sent to you. Once we receive your returned item, your refund will be approved. When your refund is approved, it will be processed and the original credit card will automatically be refunded within 5-10 business days.
Order Modification / Cancellation
After your order has been placed, you have 12 hours to contact our support team at email@example.com and request order Modifications, Change of Address, or a Cancellation. After 12 hours, your order can no longer be Modified or Cancelled.
Shipping & Delivery
The buyer is responsible for shipping.
If you choose a shipping method that does not include insurance and your item is lost in the postal system, we will not refund the purchase price.
If you choose a shipping method that does include insurance and your item is lost in the postal system, please take your tracking number and printed receipt to your local post office and file a claim. We do not file claims on your behalf (there are special situations where Soma Labs will need to contact the courier. Please let us know if you need assistance).
All shipping costs are your responsibility, If you are exchanging an item, you are responsible for paying shipping to send it back to us, and for us to ship the new item to you.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your item.
International orders may incur additional fees depending on your customs office. These fees are your responsibility to pay. Should you reject your package because you do not wish to pay these fees, you will not be refunded If the package is returned to us and you change your mind and wish to have us send the package again, you will need to pay the additional shipping fee to do so.
You are requested not to return any products to us without first contacting our customer service help desk!
Returns are accepted only under the following conditions:
- The return must be shipped out within the first 30 days of purchase.
To return your product, you should email our customer service department FIRST and obtain a ‘Returns Number’ and find out the returns delivery address. All returns and associated shipping costs are customer’s own responsibility.
If your item is valued at over $20, we strongly suggest using a trackable shipping service or purchase shipping insurance. We CANNOT guarantee or be held responsible if we do not receive your returned item.