1. Order Cancellation Policy
Customers may request cancellation of an order before it has been dispatched by contacting Souneeds through its official customer support email address or WhatsApp helpline.
Before Dispatch: Cancellation requests may be accepted if the order has not yet been packed, processed for final dispatch, or handed over to the delivery partner.
After Dispatch: Once an order has been dispatched or handed over to the delivery partner, cancellation may not be possible. Customers may contact Souneeds support for assistance, subject to the applicable product policy and consumer protection laws.
Delivered Orders: Once an order has been delivered, it cannot be treated as a cancellation request. Any return, refund, exchange, or replacement request will be handled under the applicable policy.
Prepaid Orders: If a cancellation is approved for a prepaid order, the eligible refund will be processed through the original payment method or another lawful method agreed upon with the customer. The time required for the refund to reflect may depend on the payment provider.
Non-Cancellable Products: Certain customized, perishable, made-to-order, or specially procured products may have specific cancellation conditions, which will be disclosed to customers before purchase, subject to applicable law.
Cancellation by Souneeds: Souneeds may cancel an order due to product unavailability, pricing or listing errors, delivery restrictions, or other legitimate operational reasons. For prepaid orders cancelled by Souneeds, the eligible amount will be refunded in accordance with applicable law.
Any cancellation charges, if applicable, must be disclosed before purchase, permitted by law, and communicated clearly to the customer.
2. Used Products Are Non-Returnable
Products that have been used, installed, or operated are generally not eligible for return or exchange, except where required by applicable law or permitted under the applicable seller or manufacturer policy.
3. Eligibility for Exchange or Replacement
Exchange or replacement may be considered for products with verified manufacturing defects, missing or incorrect items, or damage caused during transportation or delivery, subject to applicable law and the relevant product policy.
Customers should record an unboxing video at the time of delivery, clearly showing the package condition and the product being unpacked. The video should be submitted to the official Souneeds email address or WhatsApp helpline for verification. Where available, the submitted video may be compared with the seller’s dispatch video or other delivery records.
Failure to provide an unboxing video may affect verification but will not automatically exclude a customer from remedies required by applicable law.
4. Damage Caused by Improper Installation, Handling, or Use
Damage, errors, or malfunctions caused by improper installation, incorrect electrical connections, water leakage due to improper fitting, unauthorized repairs, improper flushing or cleaning, misuse, or negligent handling by a technician or customer may not be covered under the exchange or warranty policy, subject to the applicable product warranty and consumer protection laws.
This exclusion does not apply to defects attributable to the seller or manufacturer, or to any remedy that the customer is legally entitled to receive.
5. Replacement or Exchange Within 24 Hours
For products specifically marked as eligible for replacement or exchange in their product descriptions, customers should submit their request within 24 hours of delivery, wherever this time limit is consistent with applicable law and the relevant product policy.
All requests are subject to verification and approval in accordance with the applicable policy. Any additional service, delivery, or product charges must be disclosed in advance, permitted by law, and agreed upon by the customer.
This 24-hour request period does not limit any longer return, replacement, refund, or warranty rights available to the customer under applicable law or the manufacturer’s warranty.
6. No Repeat Replacement or Exchange
Where a product has already been replaced or exchanged once by Souneeds or the seller/vendor, a further replacement or exchange will generally be considered only where required by applicable law, covered under the applicable warranty, or separately approved by the seller.
Nothing in this clause limits any statutory rights or remedies available to the customer.
7. Dispute Resolution
If a disagreement arises between the customer and the seller/vendor regarding a cancellation, return, refund, exchange, replacement, or related charges, Souneeds may facilitate a conference call between the parties to discuss the issue and seek a mutually acceptable resolution.
Any agreed resolution will be communicated to the parties. Applicable charges, where any, must be disclosed and accepted by the customer and must comply with applicable law.
Facilitating a discussion does not remove or restrict any consumer rights, complaint mechanisms, or legal remedies available to either party.
8. General Terms
This policy should be read together with the relevant product listing, seller or manufacturer warranty, and applicable terms and conditions. If any provision conflicts with applicable law, the applicable law will prevail.
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