Refund Policy

Return, Cancellation and Refund Policy

Last Updated: October 4, 2025

Introduction

At Sohee, your satisfaction is our priority. This policy outlines the terms and conditions for order cancellations, returns, and refunds when you shop at sohee.co.in.

Please read this policy carefully before making a purchase. By placing an order, you agree to the terms outlined below.

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1. Definitions

For the purposes of this policy:

• "Company" (referred to as either "we," "us," or "our") refers to Sohee
• "Goods" refers to the items offered for sale on our Website
• "Order" means a request by you to purchase Goods from us
• "Service" refers to the Website and all related services
• "Website" refers to Sohee, accessible from sohee.co.in
• "You" means the individual or entity purchasing Goods from us
• "Business Days" means Monday through Friday, excluding public holidays in India

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2. Order Cancellation Policy

2.1 Pre-Shipment Cancellation

You may cancel your order free of charge before the Goods have been shipped.

How to Cancel:

1. Send an email to soheebyakshi@gmail.com with the subject line: "Order Cancellation Request"
2. Include your order number, full name, and a clear statement requesting cancellation
3. We will send you a confirmation email once your cancellation is processed

Important Notes:

• Cancellation requests must be received before the shipping date mentioned in your order confirmation
• Once we confirm your cancellation, you will receive a full refund within 5 business days to your original payment method
• No cancellation fees will be charged for pre-shipment cancellations

2.2 Post-Shipment Orders

Once your order has been shipped, cancellation is no longer possible. You may, however, refuse delivery or initiate a return following our Return Policy (see Section 3).

What happens if you refuse delivery:

• The Goods will be returned to us
• You will be responsible for return shipping costs (if applicable)
• Once we receive the returned Goods in original condition, we will issue a refund minus return shipping charges

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3. Return Policy (Post-Delivery)

3.1 Eligibility for Returns

You may return Goods within 14 days from the date of delivery if you are not completely satisfied, subject to the conditions below.

To qualify for a return, the following conditions must be met:

✅ Acceptable Returns:

• Goods are unused, unworn, and in original condition
• Original packaging is intact (including tags, labels, and protective wrapping)
• All accessories, manuals, and free gifts (if any) are included
• Proof of purchase (order confirmation or receipt) is provided

❌ Non-Returnable Items:

• Customized or personalized products
• Perishable goods (food items, flowers, etc.)
• Products with expiration dates that have passed
• Hygiene-sensitive products once opened or unsealed (e.g., cosmetics, intimate apparel, personal care items)
• Digital products or downloadable software
• Gift cards or vouchers
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

3.2 Damaged or Defective Goods

If you receive damaged, defective, or incorrect Goods:

1. Contact us immediately (within 48 hours of delivery) at soheebyakshi@gmail.com
2. Provide clear photographs showing the damage or defect
3. Include your order number and description of the issue

We will:

• Arrange for free return pickup (we bear the cost)
• Offer a replacement or full refund (your choice)
• Process the refund/replacement within 5 business days of receiving the returned item

3.3 How to Initiate a Return

Step 1: Email us at soheebyakshi@gmail.com with:

• Order number
• Reason for return
• Product name and quantity
• Preferred resolution (refund or exchange, if applicable)

Step 2: We will review your request and respond within 2 business days with:

• Return authorization (if approved)
• Return shipping instructions
• Return address

Step 3: Ship the Goods back to us:

• Use the provided return address
• Pack items securely in original packaging
• Use a trackable, insured shipping method
• Keep your shipping receipt and tracking number

Step 4: We will inspect the returned Goods upon receipt and notify you of the refund/exchange status

3.4 Return Shipping Costs

Customer-Initiated Returns (buyer's remorse, change of mind):

• You are responsible for return shipping costs
• We recommend using insured, trackable shipping to avoid loss or damage
• Return shipping fees are non-refundable

Company-Initiated Returns (damaged, defective, or wrong items):

• We will cover return shipping costs
• We will arrange pickup or provide a prepaid return label

3.5 Risk of Loss

You bear the risk of loss or damage during return shipping. We strongly recommend using:

• Trackable shipping methods
• Insurance coverage for valuable items
• Secure packaging to prevent damage

We are not responsible for:

• Goods lost or damaged in return transit (for customer-initiated returns)
• Returns sent to the wrong address
• Returns without proper tracking or proof of shipment

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4. Exchange Policy

4.1 Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item:

1. Return the original item following our Return Policy
2. Receive your refund
3. Place a new order for the desired item

This ensures faster processing and better availability.

4.2 Size or Color Exchanges (If Applicable)

If you need a different size or color:

• Contact us at soheebyakshi@gmail.com to check availability
• If the item is in stock, we may facilitate a direct exchange
• You will be responsible for return shipping of the original item
• We will ship the new item once we receive the returned product

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5. Refund Policy

5.1 Refund Processing Time

Once we receive and inspect your returned Goods, we will:

1. Send you an email notification confirming receipt
2. Inspect the item within 2 business days
3. Issue the refund within 5 business days if approved

Total Timeline: Typically 7-10 business days from when you ship the return

5.2 Refund Method

• Refunds will be issued to your original payment method
• We do not charge any refund processing fees
• The refunded amount will be the purchase price of the Goods (excluding original shipping charges for customer-initiated returns)

5.3 Refund Amount Breakdown

For Pre-Shipment Cancellations:

• Full order amount (including shipping fees, if paid)

For Post-Delivery Returns (Customer-Initiated):

• Product cost only
• Original shipping charges are non-refundable
• Return shipping costs are your responsibility

For Damaged/Defective/Wrong Items:

• Full product cost
• Original shipping charges refunded
• Return shipping arranged by us (free)

5.4 Payment Method-Specific Timelines

• Credit/Debit Cards: 5-10 business days (depending on your bank)
• UPI/Digital Wallets: 3-5 business days
• Net Banking: 5-7 business days
• Cash on Delivery (COD): Bank transfer within 7 business days (we'll request your bank details)

Note: Refund processing times may vary based on your bank or payment provider. Please contact your financial institution if you don't see the refund within the stated timeline.

5.5 Partial Refunds

In certain situations, we may issue partial refunds:

• Goods returned outside the 14-day return window (at our discretion)
• Goods showing signs of use or missing original packaging
• Items missing accessories or free gifts
• Goods damaged due to improper return packaging

We will notify you via email if a partial refund is approved, with details of the deduction.

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6. Non-Refundable Items

The following are not eligible for refunds:

• Shipping charges (for customer-initiated returns)
• Gift wrapping fees
• Items purchased during special promotions marked "Final Sale"
• Goods damaged by misuse, neglect, or accidents after delivery
• Items without proof of purchase

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7. Late or Missing Refunds

If you haven't received your refund after the stated timeline:

1. Check your bank account again
2. Contact your bank or credit card company (processing can take time)
3. Contact your payment provider (UPI, wallet, etc.)
4. Email us at soheebyakshi@gmail.com with:
   • Order number
   • Return tracking number
   • Date of return

We will investigate and respond within 2 business days.

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8. Special Circumstances

8.1 Festival/Sale Period Orders

Orders placed during special sales or promotional periods:

• May have extended return windows (if announced)
• May be marked "Final Sale" (non-returnable)
• Check the specific terms mentioned during checkout

8.2 Bulk or Corporate Orders

For bulk purchases (10+ units) or corporate orders:

• Custom return terms may apply
• Contact us at soheebyakshi@gmail.com before ordering

8.3 International Orders

If you are ordering from outside India:

• Return shipping costs may be higher
• Customs duties and taxes are non-refundable
• Extended processing times may apply

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9. Inspection Upon Delivery

We recommend inspecting your Goods immediately upon delivery:

Before Accepting Delivery:

• Check for visible damage to the package
• If the package appears damaged, you may refuse delivery or note the damage on the delivery receipt

After Opening:

• Verify the contents match your order
• Check for any damage or defects
• Contact us within 48 hours if there are issues

Failing to report damage or defects within 48 hours may affect your eligibility for a free return.

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10. Force Majeure

We are not liable for delays or failures in processing cancellations, returns, or refunds due to circumstances beyond our control, including but not limited to:

• Natural disasters
• Strikes or labor disputes
• Government restrictions
• Pandemics or public health emergencies
• Technical failures or system outages

We will make reasonable efforts to process your request as soon as possible.

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11. Changes to This Policy

We may update this Return, Cancellation and Refund Policy from time to time. Changes will be effective immediately upon posting on our Website with an updated "Last Updated" date.

Continued use of our services after changes constitutes acceptance of the updated policy.

We encourage you to review this policy periodically.

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12. Contact Us

For questions, cancellations, returns, or refunds, please contact us:

Sohee
📧 Email: soheebyakshi@gmail.com
🌐 Website: sohee.co.in
📍 Location: India

Customer Service Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST
Response Time: We aim to respond to all inquiries within 24-48 hours

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13. Dispute Resolution

If you have a dispute regarding a cancellation, return, or refund:

1. Contact us first at soheebyakshi@gmail.com - we'll work to resolve it amicably
2. Escalation: If unresolved, you may escalate to our management team
3. Legal Recourse: Disputes will be governed by the laws of India, and the courts of Pune, Maharashtra will have exclusive jurisdiction

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14. Customer Satisfaction Guarantee

At Sohee, we stand behind the quality of our products. If you're not satisfied:

• We're here to help with returns and refunds
• Your feedback helps us improve
• We value your trust and business

Thank you for shopping with Sohee!

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This policy is designed to be fair, transparent, and customer-friendly. If you have any questions or need clarification, please don't hesitate to reach out.