Shipping and Refunds
Shipping
If your order does not contain any backordered product, then it will be shipped within 3-4 days. Orders with backordered product(s) can take up to 10 days to be shipped. Products available with backorders are marked on the product page and a special message is displayed in the cart for the same. We recommend you to keep “backorder” and “in-stock” products separately to get your orders delivered as soon as possible.
We use a smart algorithm to calculate the shipping costs. This ensures that you get the best services and incur minimum shipping cost. Extra cash on delivery (COD) fee might be charged on COD orders. We also provide you free shipping on orders above Rs. 499 but COD charges might still be applicable.
Order cancellation
Our order cancellation policy is mentioned below:- If your order is in “Failed” or “Payment Pending” state you can immediately cancel it from Orders section on Your Account page. Any money deducted from your bank account will be refunded to you as per our Refund policies.
- If you have successfully placed an order but wish to cancel it, then we allow you to place an order cancellation request with us. You can do this by going to Orders section on Your Account page. You can place an order cancellation request while your order is in “Processing”, “On Hold” or “Ready to Ship” state. Placing an order cancellation request does not mean that your order is successfully cancelled. If your order is in “Processing”, “On Hold” or “Ready to Ship” state but you don’t see a “Cancel Request” button then it means that you have already placed a cancellation request for your order before.
Note: No order cancellation request received via e-mail or any other means of communication will be entertained. - If your order has not been shipped then we will cancel it for free. Sometimes, order might have been shipped but it still shows in “Processing” or “Ready to Ship” state (because of our courier partners updating the state late). In such scenarios the cancellation request will be declined or not approved.
- If the order is shipped and you wish to cancel it, then you can refuse the delivery at your doorsteps. In such scenarios, the delivery charge including the COD fee (applicable for cash on delivery orders), if any, will not be refunded (We are only charging you half the amount we incur for your cancelled order).
- You cannot cancel an order once you have accepted the delivery. Under such circumstances our Return and Replacement policies will come into effect.
Return and Replacement
Our return and replacement policy is mentioned below:- We request you to make a video of unboxing your order. This will help you in the case of a damaged or missing product. If a product is found to be missing form your order, we will try to track it. We keep images and videos of order being packed as well as we track our inventory rigorously. Thus, we should be able to track it down but in case we aren’t able to do so, the unboxing video will come to your rescue.
- If you receive a damaged, defective or a wrong product or some product(s) is/are missing from your order, then you are eligible for a replacement, return or refund given that you inform us within 5 days of delivery. Thus, if you find any problems with your order, immediately drop an e-mail at support@soumiez.com mentioning the order number, problem with your product(s) along with the images and videos of unboxing and the concerned product(s).
- If we find that your issues with the product(s) is/are genuine and we have the concerned product(s) in our stock, then we will give you an option for a product replacement or a return. If the concerned product(s) is not in our stock, then we will ask you to return the concerned product(s) and get a refund.
- In case of replacement/return, we will generate a courier pickup at your location. If there is no courier pickup available at your location then we will ask you to ship the product from your side. In such a scenario we will refund your shipping cost on producing a valid invoice of shipping. Once we receive the original product(s), we will verify the product’s condition and ship a replacement or issue a refund depending upon whether it’s a replacement or return.
- On the successful verification of a missing product issue, we will ship the product or issue a refund depending upon our stocks and your preference.
- The original products being returned or replaced should be unused with the original packing and tags intact. If we receive a used product or a product not in it’s original condition then we might not process your replacement or return. In such a scenario we will ship back the product at your expenses.
Refund
Our refund policy and timelines are stated below:- In case of successful return, the refund will be transferred to you bank account in 6-8 working days from the time we receive the returned product.
- If you request a refund for a missing product, the amount will be transferred to your bank account in 5-7 working days from the time of successful verification of the issue.
- For cash on delivery orders, we will request you for your bank account details. The refund will be processed in your bank account in 6-8 working days from the time we receive your bank account details.
- For failed transactions, any amount deducted from your bank account will be refunded to you in 5-7 working days.
