Refund and Returns Policy

Refund, Return and Cancellation Policy

Effective Date: 10/08/2025
Website/App: www.souneeds.com (“Platform”)
Powered by: soundeds , referred to as “we”, “us”, or “our” .

1. Objective

How refunds, returns, replacements and cancellations work for both product purchases and service bookings on our platform .

Our goal is to ensure that every customer and vendor/service provider is treated fairly.

2. Scope

This policy applies to the following:

• Customers who purchase products or book services through our platform.
• Sellers who sell products.
• Service providers who provide repair, installation or maintenance work.

3. For product orders

3.1 Return and Replacement

You can request a refund or replacement if:

• The product you received is damaged, defective or not as described .
• Used products are non-returnable
• Contact us or seller within 1 day (usually 3-7 days).
• Provide supporting photos or unboxing videos that demonstrate the problem .

Not eligible for return:

• Products that have been used, installed, or tampered with.
• Product damaged due to misuse or negligence by the customer.
• Items marked “non-returnable” or “final sale.”

If eligible, the product will be picked up or replaced as per the seller's policy.

3.2 Refunds for Products

Refunds are issued when:

• The product is returned after inspection and approval.
• The seller is unable to replace or deliver the item.
• The order has been cancelled before dispatch.

Depending on your bank or payment partner, the refund will be credited to your original payment method within [5 – 7 working days] .

3.3 Exchange Policy

Exchanges are accepted only for the following:

• Manufacturing defects or physical damage during delivery .
• Proof is required via photo or video shared with our support team .

4. For services (maintenance, repair, installation, etc.)

4.1 Service Booking Cancellation

You can cancel or reschedule your service:

• is free if you do this before the scheduled service time (at least 2 hours in advance) .
• Cancellation fees may apply if cancelled at the last minute or after the professional has been appointed/dispatched .

If the service provider cancels, you will receive a full refund or a free rescheduling option.

4.2 Refunds for Services

Refunds for services are provided when:

• Even after confirmation, the service provider does not come or cancels the service.
• Service not provided as promised and verified by our team .

No refund if:

• The service is completed as agreed but you later change your mind.
• This problem arises due to customer-provided materials, equipment, or unsafe conditions.

Refunds are processed to the original payment method within [5 – 7 working days] after approval .

4.3 Service Quality Issues

If you are dissatisfied with any service:

• Report the task within 24 hours of completion .
• Provide photos, videos, or a brief description of the issue.
  We'll work with the service provider to review the issue and help resolve it.

5. Responsibilities of the Vendor and Service Provider

To all vendors and service providers:

• Ensure accurate inventory (product/service descriptions, pricing, and availability).
• Deal with returns or complaints promptly.
• Maintain proper communication with customers and our support team.

Non-compliance may result in fines or removal from the platform.

6. Important Notes

• Approval of refund is subject to verification by the seller or service provider.
• Courier or transportation charges may apply in some return or replacement cases (particularly for large or out-of-area items).
• The company only facilitates transactions and coordination. The seller or service provider is ultimately responsible for refunds or replacements .
• Vendor/Service Provider Payment Timeline
  Payments to registered vendors and service providers will be released within 7 working days after successful completion and confirmation of the order or service.
• When the parcel is returned to the RTO (Return to Origin), the courier charges will be deducted from the seller’s amount, and the remaining balance of the product price will be transferred to the seller.

7. How to request a return, replacement, or refund

1. Go to “My Orders” or “My Bookings” in your account .
2. Select the item/service and click on “Request a Return” or “Locate a Complaint”.
3. Upload relevant photos or videos (if necessary).
4. Our team or vendor/service provider will contact you within 24-48 hours .

You can also email us at support@souneeds.com or WhatsApp us at 9990365241 .

8. Contact us

For assistance with refunds, returns, or cancellations:

 Email: support@souneeds.com

 Phone: Sales – 8448822322

Services – 8447736524

 Address: F – 11 ^3rd Floor

Chhatarpur Extension.

Near Gate No. 3

New Delhi - 110074