Refund policy

Return & Refund Policy

At SOM17, customer satisfaction is our priority. If you experience an issue with your order, please contact us as soon as possible so we can help provide the best solution.

Eligibility

Customers may request a return or refund if:

  • The item received is incorrect.

  • The item arrives damaged during shipping.

  • The item is missing from the order.

  • The item has a manufacturing defect.

Claim Requirements

To help us verify the issue, please provide the following within 2 × 24 hours after the order is marked as delivered:

  • A complete unboxing video recorded continuously from before opening the package until all items are shown.

  • Clear photos of the product and packaging.

  • Your order number.

Claims submitted without sufficient evidence, especially without an unedited unboxing video, may not be eligible for approval.

Non-Returnable Items

Returns or refunds are generally not accepted for:

  • Change of mind.

  • Incorrect orders placed by the customer (such as selecting the wrong color or quantity).

  • Products that have been used, washed, altered, or damaged after delivery.

  • Claims submitted after the claim period has expired.

Return & Refund Process

  1. Contact our customer support with your order details and supporting evidence.

  2. We will review your request within 1–3 business days.

  3. If your claim is approved, we will determine the appropriate resolution, which may include:

    • Replacement of the product.

    • Partial refund.

    • Full refund.

    • Other solutions agreed upon by both parties.

Refund Method

Approved refunds will be processed through the original payment method whenever possible. Processing times may vary depending on the payment provider.

Shipping Costs

If the return is due to our error (wrong item, defective item, or damaged item), the applicable return shipping cost will be handled according to the approved resolution.

If the return is due to customer error, any return shipping costs are the customer's responsibility.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team. We are committed to resolving every issue fairly and efficiently.