Refund policy

If something doesn’t work for you, you can send most items back within 30 days of delivery.*

  • Start the return process within 30 days of receiving your item.
  • If you received incorrect, damaged or faulty goods, please send us an email and attach clear photos of the items that verify a quality issue first.
  • We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product. Please follow the instructions that are provided by our customer service team.

    HOW TO INITIATE A RETURN

    1. Contact our customer service by email support@justsoso.com with order information and clear product photo, indicate the reason, condition, resolution.
    2. We will reply as soon as possible with your inquiry, requirement, or complaints.
    3. If it goes with the return process, please print the return label* and securely tape it on the outside of your return package.
    4. Arrange your return package with your local post office and we will process your refunds/exchange as soon as we received the return.

      IMPORTANT: 
      Email your full name, tracking number, order number (very important) to our email address. Returns cannot be processed without this information.

      NOTE: 
      Please attach a paper inside the return parcel with your order information (your order number and email address are mandatory), your requirements for return or exchange, and other comments, if there are any, on the paper.

      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

      If you are approved, your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment, usually within 3-5 business days.

       

      * Please note that the prepaid return label is only offered on orders shipped in the USA because of the below-listed reason. For all other returns, customers need to pay for the cost of shipment, we will deduct it from the refund amount.

      1. The following items can be returned, refunded or exchanged:
      damaged or shattered when it arrives
      Defective within the guarantee period(30 days for quality reason-non customer caused).

      2. The following items cannot be returned, refunded or exchanged:
      ① Items On Clearance,
      ②Items damaged by customer
      ③Customized Items
      ④Size mismatch or any other subjective reason(please read our product page carefully before purchasing in order to avoid the trouble of exchanging which may influence the process of your renovation).

      3. Items must be returned undamaged with all original parts packed. We do not accept a returned item that's damaged, incomplete or altered in any way.

      FAQS

      How do I initiate a return?

      All returns must be requested within 30 days of the received date in unused, pristine condition with original packing and all parts inside.

      When do I need to return to get the refund and do I have to pay for return shipping?

      You only need to return the incorrect item to get the refund and we will provide a prepaid return label. Please note that the shipping back fee and 10% restocking fee will be deducted from the refund to you. And you need to postmark and return the package within 30 days from the purchase date. In order to avoid unnecessary loss and delay on renovation, we suggest you measure the dimensions and think over the colour match before purchasing.

      Please send us an email and attach clear photos of the incorrect, damaged goods that verify a quality issue first. Please follow the instructions that are provided by our customer service team. Generally, you don’t need to return the damaged item, we will provide you with a refund directly.

      Can I cancel my order?

      Please contact our customer service team via support@justsoso.com

      When will I be refunded?

      1. Please kindly note that the refund for the item will be based on the actual price you paid to us. The actual price will be affected by the discount or promotion, coupon code,  points and so on you have applied at the time when you purchased.
      1. For a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

      When will the exchanged items be shipped out?

      For exchange, the new items will be processed within 3 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal orders.

      I need to return or exchange, but it's been over 30 days. What should I do?

      Generally, we do not accept the return or exchange that is overdue. So please unwrap the box as soon as you received to check the quality. If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

      Where can I return?

      Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.

      Return Address:

      Please ask our customer service email for US return address

      support@justsoso.com

      Our warehouse address is:
      Building 8, 3rd Floor
      Zhongxi Industrial Park Phase III
      Zhangban Town, Huian County,Quanzhou City, Fujian Province, China 362123

      Will you charge a return or refund handling fee for the return or exchange?

      It depends, for the damaged items, generally you do not need to return the items back and we can issue the refund and send you the replacement without any fee.

      For subjective reasons, such as dimensions, style and colours, the shipping back fee and 10% restocking fee will be deducted from the refund. As a result, we suggest you measure the dimensions and think over the colour match carefully before purchasing in order to avoid unnecessary expenses and delay the process of your renovation.