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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 firstname.lastname@example.org and request order Modifications, Change of Address, or a Cancellation. After 12 hours, your order can no longer be Modified or Cancelled.
Shipping & Delivery
Shipping and delivery times vary depending on the item purchased. We deliver to the United States and U.S. territories. Other locations will be delivered with International shipping rates and the delivery times will obviously be longer.
For the United States and U.S. territories:
If the product is shipped from our U.S. factories, please allow 3-5 days for delivery.
If the product is shipped from our overseas factories, please allow 14-21 days for delivery.
For International Deliveries:
Shipping and delivery times vary depending on countries and factories location. Please allow 14-28 days for delivery.
If you do not receive your item within the specified time period, please contact our customer service department.
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.