RETURN & REFUND

RETURN & REFUND

Sohimi is committed to providing accessible quality and reliable performance. We stand behind our intimate wellness products with a comprehensive 180-day warranty for quality defects. For health, safety, and hygiene reasons, returns are strictly regulated. Please review our structured policies below regarding cancellations, warranties, returns, and refunds.

Order Cancellation

We accommodate cancellation requests based on the fulfillment status of your order:

  • Before Shipment / Production: Orders can be fully cancelled. You will receive a 100% full refund to your original payment method.

  • After Shipment: Once a product has been dispatched from our facility, the order can no longer be cancelled.

180-Day Comprehensive Warranty

All Sohimi products are protected by a 180-day warranty from the date of purchase. Our resolution process depends on the nature of the issue:

1. Quality-Related Issues (Defects or Damage)

If your device arrives damaged or fails to function properly within 180 days:

  • Resolution: We will issue a free replacement or a full refund.

  • Requirement: Customers must submit clear visual proof of the defect (photos or videos) to our support team for approval.

2. Non-Quality / Preference Reasons

For non-quality issues or personal preference reasons, returns may only be accepted if the product is unused, unopened, and in its original sealed packaging with all hygiene seals intact.

After your request is reviewed and approved, Sohimi may offer one of the following solutions depending on the order status, product condition, and applicable law:

  • Keep the Product: You keep the original item and receive a partial goodwill refund.

  • Return the Product: You return the unopened item using the return instructions provided by Sohimi, with Sohimi covering the approved return shipping cost.

  • Exchange or Alternative Product: You receive a discount toward a replacement or alternative product.

These options are offered at Sohimi's discretion and do not affect your statutory rights for defective, damaged, or misdescribed goods.

Return Policy & Eligibility

Due to the highly sensitive and intimate nature of adult wellness products, we strictly enforce hygiene and safety protocols.

  • Hygiene & Unboxing Rule: We absolutely cannot accept returns or recall products that have been unpacked, unsealed, or used, unless there is a verified quality defect.

  • Return Window: Eligible items (unopened or defective) can be requested for return within 90 days of purchase. Once your return request is approved, the package must be shipped back to us within 7 days.

  • Condition Requirements: Non-defective items must be unused, in the exact condition you received them, and enclosed in the original packaging. A receipt or proof of purchase is required.

  • Exclusions: Mystery boxes (surprise boxes) and special promotional items sold during major festivals are strictly final sale and cannot be returned unless they have a quality defect.

  • Shipping Costs: Returns for quality problems are free. For approved non-quality preference returns, Sohimi will cover the return shipping fees.

Important: Do not mail items back without authorization. Please contact our customer service team at [email protected] to obtain the correct verified return address.

Refund Processing

Once your defective claim is approved or your returned physical item is received and inspected, we will process your refund immediately. A credit will automatically be applied to your credit card or original method of payment within a specified number of business days, depending on your financial institution.

Late or Missing Refunds

If you have received a refund confirmation but the funds are not yet visible, please follow these steps:

  1. Check your bank account one more time.

  2. Contact your credit card company, as it may take several business days for the refund to officially post.

  3. Contact your bank, as there is often standard processing time required before a refund clears.

If you have completed all these steps and still have not received your refund, please contact us directly at [email protected] for immediate assistance.