Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@soopii.com. Please note that returns will need to be sent to our US return warehouse address. After your return request is approved, we will provide you with the return address.
Our US return warehouse address:
NiuCool Los Angeles 01 Warehouse2825 E Jurupa St, Dock 66Ontario, CA 91761USA
For self-delivery bulk returns, please contact:
If your return is accepted, we’ll send you a return shipping label (for eligible quality-related returns) as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@soopii.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not provide direct exchanges.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@soopii.com.
Order Cancellation
If a cancellation request is made before the order has been shipped and within the timeframe allowed by the website, the order can be canceled without issue. We allow order cancellations within 3 days of purchase, with order processing times ranging from 1 to 3 business days.
If you wish to cancel an order that has already been shipped, you can choose to reject the delivery or return the item upon its arrival. The shipping cost of the return will be borne by the buyer, and the shipping cost of the original purchase will not be refunded.
Warranty Claims for Non-Quality-Related Issues (30-Day Money-Back Guarantee)
Buyer provides a valid order number from SooPii.com and a reason for the return (for our records).
Returned products must be unused and kept in their original packaging with all included accessories. If these requirements are not met, the return will not be accepted.
Your refund will be issued after the product is returned.
For non-quality-related returns, the shipping cost of the return will be borne by the buyer (payment on receipt is not supported), and any shipping costs will not be refunded.
For quality-related returns, a refund or reissue of the product will be given at SooPii’s discretion.
If the product was purchased using a discount or promotion, you will be refunded the amount you paid after all discounts.
Refund requests for the money-back guarantee expire 30 days after opening a warranty claim.
For purchases not made directly through the SooPii official website, please contact the retailer for refunds.
Warranty Claims for Quality-Related Issues
For quality-related warranty claims, SooPii will resend a new product for replacement. In situations where a replacement is not available or preferred, SooPii will offer a partial refund according to the usage time of the device. Visible proof depicting the defect is required.
Quality-Related Return Process:
Buyer provides a valid order number from SooPii.com and a reason for the return.
Visible proof depicting the defect is required.
It may be necessary to return an item for quality inspection.
Shipping costs must be covered by the buyer in the following situations:
Returning products for any reason other than a proven defect.
Returning items claimed to have defects but found by SooPii quality control to be in working condition.
Not Covered Under Warranty
Products without sufficient proof of purchase.
Items that have expired their warranty period.
Non-quality-related issues (after 30 days of purchase).
Free products.
Repairs through 3rd parties.
Damage from outside sources.
Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly).
When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. SooPii does not provide refunds for items damaged in transit for non-quality-related warranty claims.
Contact Information
For any return or warranty questions, please contact us at: support@soopii.com