At SOOINC, we want our return and after-sales policies to be clear before you place an order. Because many of our lighting fixtures are large or available in different sizes and configurations, please review the product dimensions, finish, specifications, and installation requirements carefully before ordering.

Return Window

Eligible non-customized products may be returned within 30 days of physical delivery.

To qualify for a return, the product must be:

• Brand-new and unused
• Uninstalled and unmodified
• Complete with all original parts and accessories
• Returned in its original packaging, including all protective foam and packing materials

Products that have been installed, used, modified, damaged after delivery, or returned without essential packaging or components may be refused or may receive a reduced refund based on their condition.

Change of Mind, Size, or Style Preference

If a non-customized product is not defective and you wish to return it because of a change of mind, size preference, style preference, or another non-defect reason, you may request a return within 30 days of delivery, provided the product meets the return eligibility requirements above.

For approved non-defect returns, including returns due to change of mind, size preference, style preference, or other non-defect reasons, the customer is responsible for the return shipping cost.

Although standard shipping may be offered free of charge at checkout, SOOINC incurs actual shipping costs to deliver the original order. For approved non-defect returns, the original outbound shipping cost is non-refundable and will be deducted from the refund amount.

Any such deduction will be clearly itemized in the final refund calculation.

SOOINC does not apply a fixed restocking fee to eligible returns. The deduction of the original outbound shipping cost described above is not a restocking fee.

If the returned product is not in its original eligible condition, SOOINC may refuse the return or make a reasonable deduction based on the actual condition of the returned product.

Exchanges

SOOINC does not offer direct exchanges for change of mind, size preference, style preference, or other non-defect reasons. Eligible non-customized products may be returned in accordance with this policy, and customers may place a new order for a different item, size, style, finish, or configuration.

For verified manufacturing defects, transit damage, incorrect items, or confirmed order specification errors, SOOINC may provide replacement parts or a replacement fixture as an after-sales solution. These remedies are handled as after-sales support and are not considered a direct exchange.

Custom, Bespoke, and Made-to-Order Products

Customized, bespoke, made-to-order, modified, and final-sale products are not eligible for return or exchange for change of mind, style preference, size preference, or other non-defect reasons.

This restriction does not apply if the product has a verified manufacturing defect, arrives damaged in transit, is the wrong item, or does not match the specifications confirmed in the order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, contains a manufacturing defect, is the wrong item, or does not match the confirmed order specifications, please contact us at [email protected] as soon as possible.

For visible shipping damage, we recommend contacting us within 48 hours of delivery and providing:

• Your order number
• Clear photos or videos of the product
• Photos of the outer shipping carton
• Photos of the shipping label
• Photos of any visible damage

After the issue has been verified, SOOINC may provide an appropriate solution depending on the circumstances, including replacement parts, a replacement fixture, repair support, or a refund.

For verified manufacturing defects, transit damage, or fulfillment errors, SOOINC will cover reasonable approved return, replacement, or reshipping costs.

Manufacturer Warranty

SOOINC lighting fixtures, excluding consumable items such as light bulbs, are covered by a Two-Year Manufacturer Warranty against verified manufacturing, structural, or technical defects.

The warranty does not cover damage caused by incorrect installation, misuse, unauthorized modification, improper maintenance, normal wear and tear, or external causes unrelated to manufacturing quality.

The 48-hour recommendation for reporting visible shipping damage is separate from the Two-Year Manufacturer Warranty.

How to Request a Return or After-Sales Service

Please email [email protected] and include:

• Your order number
• The reason for the return or service request
• Relevant photos or videos when applicable

If the return is approved, SOOINC will provide return instructions and the appropriate return address.

Please do not send products back without prior authorization. Unauthorized returns or products sent to an incorrect address may not be accepted.

For customer-responsibility returns, we strongly recommend using a traceable and insured shipping service. SOOINC is not responsible for return shipments that are lost or damaged before they reach the designated return location.

Refund Processing

Once an approved returned product has been received and inspected, please allow 5–10 business days for the refund to be processed.

Approved refunds will be issued to the original payment method.

For approved non-defect returns, the original outbound shipping cost incurred by SOOINC will be deducted from the refund amount and clearly itemized in the final refund calculation.

After SOOINC processes the refund, your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

Order Cancellations

Non-customized orders may be canceled free of charge within 24 hours of placement.

Cancellation requests submitted after 24 hours may still be accepted if the order has not entered production and has not been shipped.

Customized, bespoke, modified, and made-to-order products cannot be canceled once production has started.

Once an order has shipped, it can no longer be canceled and must follow the applicable return policy after delivery.

Contact Us

If you have questions about a return, damaged product, warranty claim, or refund, please contact:

Email: [email protected]
Phone: +1 (347) 205-0948
Website: https://sooinc.com/contact-us-2/

SOOINC will provide the appropriate return address after a return request has been reviewed and approved.