At SOIS, every jewellery piece is carefully inspected and securely packed with love and care before being shipped to you. We want you to receive your order in perfect condition. Please read the following policy carefully before placing your order.
1. Order Cancellation
Once an order has been successfully placed, it cannot be cancelled or modified.
As our orders may be processed for packing and shipping shortly after being placed, cancellation requests cannot be accepted once the order is confirmed.
Please carefully check your product, size, quantity, shipping address and other order details before completing your purchase.
2. Unboxing Video Is Mandatory
For any claim related to a damaged, defective, incorrect, missing or incomplete product, an unboxing video is mandatory.
The unboxing video must:
- Be recorded continuously from the moment the package is received and before opening it.
- Clearly show the outer packaging and shipping label.
- Show the package being opened for the first time.
- Clearly show the jewellery and all items received inside the package.
- Not be edited, cut or otherwise altered.
Without a valid unboxing video, SOIS will not be able to process a refund, return or exchange request. This requirement helps us verify the condition of the package and product at the time of delivery.
3. Damaged or Defective Product
If your jewellery arrives damaged or defective, please contact SOIS within 48 hours of delivery with:
- Your order number.
- A clear description of the issue.
- Clear photographs of the product and packaging.
- The complete, uninterrupted unboxing video.
After reviewing the submitted information, our team will determine whether the product qualifies for a return, refund or exchange.
4. Incorrect or Missing Product
If you receive an incorrect product, incorrect quantity, or an item is missing from your order, please contact us within 48 hours of delivery.
A complete unboxing video is mandatory for us to investigate and process such claims.
If the issue is verified, SOIS may provide a replacement, exchange or refund, depending on the circumstances and availability.
5. Exchange Policy
Exchange requests are accepted only for eligible products and subject to approval by SOIS.
The product must be:
- Unused and unworn.
- In its original condition.
- Returned with the original packaging and accessories.
- Free from scratches, damage, stains or signs of use.
An unboxing video may also be required to verify the original condition of the product received. Products that have been worn, altered, damaged or improperly handled may not be eligible for exchange.
6. Refund Policy
Refunds are issued only for eligible cases approved by SOIS after verification.
If a refund is approved, it will be processed through the applicable payment method or according to the refund procedure communicated by SOIS. Refund processing time may vary depending on the payment provider or bank.
7. Non-Returnable / Non-Exchangeable Situations
Returns or exchanges may not be accepted for:
- Change of mind.
- Incorrect size selected by the customer.
- Products that have been worn or used.
- Products damaged after delivery due to customer handling.
- Scratched, altered or tampered jewellery.
- Missing original packaging or accessories.
- Claims submitted without the required unboxing video.
- Requests submitted after the specified claim period.
8. Return Shipping
If a return or exchange is approved due to an error attributable to SOIS, such as an incorrect or damaged product being delivered, SOIS will provide further instructions regarding the return process.
Customers should not ship products back without receiving confirmation or instructions from SOIS.
9. Important Note
SOIS reserves the right to review and verify every return, refund and exchange request before approving it.
Providing an unboxing video does not automatically guarantee approval. Each request will be reviewed based on the condition of the product, packaging, evidence provided and the circumstances of the claim.
For any questions regarding returns, refunds or exchanges, please contact our customer support team through the contact details provided on the SOIS website.
By placing an order with SOIS, you acknowledge and agree to the terms of this Returns, Refunds & Exchange Policy.
This document is a template provided for the SOIS platform and should be reviewed and approved by SOIS before publication. For any questions, contact us.