Returns, Refunds and Exchange Policy

Cancellations

SOQO believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

Cancellations will be considered only if the request is made within 12 hours of placing an order.
There is no cancellation of orders placed under the same day delivery category.
SOQO does not accept cancellation requests for official merchandise, clearance zone products, clearance/flash sale products or steal deal products etc. However, refund/replacement can be made if the product delivered is damaged or defective or wrong SKU.

Returns & Refunds

There could be certain circumstances beyond our control where you could receive a damaged / defective product or a product that is not the same as per your original order. We will replace the product to your satisfaction at no extra cost. In such circumstances, before using the product, please get in touch with our Customer Service Team who will guide you on the process for the same at our Customer Service number.

The return process of the product can be restricted depending on the nature and category of the product. We do not have a return/refund or exchange policy on sizes. Every apparel is custom made based on your order. Sizes are detailed out on every product page.

Conditions for Return:

Please notify us of receipt of a damaged / defective product within maximum 24 hours of delivery.
Products/Items should be
Products should be returned in their original packaging along with the original price tags, labels and invoices.
The product should be couriered to our office address as mentioned by the customer support team, depending on the originating warehouse from where the product was dispatched. Courier charges to be borne by the customer.
It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of goods in transit.
Once the goods are received at the SOQO centre, we will examine the product and if the claim is found genuine, we will refund the product price to your bank account, while the delivery charges (twice the initial delivery fee charged) would be given to you as a voucher that can be used on the website in future. If the claim is found not valid, you will have to pay the delivery fees again for getting the product delivered back.
We do not have an exchange policy for sizes.
We do not have an exchange policy for used products, no matter how rarely used.

Refunds:

We will process the refund after receipt of the product by SOQO or its business partner. Refund will be processed based on the mode of payment of the order
Orders paid by credit/ debit card will be refunded to the credit/ debit card or your bank account within 7 working days and the refund will reflect in the next statement.
Orders paid by net banking accounts will be credited back to bank account.
For all other modes of payment, we will send a refund cheque. The cheque will be made in favour of the name as in the "billing name" provided at the time of placing the order.
While refunding, courier charges, COD Charges (60 INR), Bank transaction charges (5% of amount) are deducted. Only the base value of product is refunded.