Política de reembolso
We operate a returns policy for unwanted and faulty goods.
This policy applies to Online Orders.
Should you need to return any item to us for any reason please contact us by email or through our contact page first.
If returns are sent without letting us know, your order returns will likely be delayed.
Please record an unboxing video when you receive and open your order. We will request this as evidence if there is an issue with your order.
Damaged Items, Product Issues, and Missing Inclusions
To claim a refund or replacement due to damage, product issues, or missing inclusions, customers must:
1. Record an uninterrupted, clear video showing the entire unboxing process starting with the sealed, undamaged original packaging, through to revealing the product issue.
2. Submit this video for our review along with details of the issue. (help@sokollab.com).
Failure to provide a compliant unboxing video may result in the refusal of your refund or replacement request. This process ensures fairness and transparency for all parties involved.
Unwanted Goods
Please return goods unused and in original packaging in perfect condition for resale within 28 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.
Please note that you are responsible for shipping costs when returning unwanted goods.
It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue.
Faulty Goods
If your order arrives with faulty goods, please contact us by email or through our contact page and send us your unboxing video evidence and we will do what we can to help.
We will either refund the cost amount in full or send you a replacement free of charge.
Please notify us within 28 days of receipt of the item about your issue, otherwise a refund/exchange may be refused by us.
Exchanging Goods
If you would like to exchange any items please contact us by email or through our contact page and we will do our best to get your exchanged items to you.
Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.
Please notify us within 28 days of receipt of the item about your exchange, otherwise the exchange may be refused by us.
It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue.
Changing or cancelling an order
To cancel or amend your order please contact us by email or through our contact page and we will do what we can to help.
It may not be possible to cancel or amend your order if we have already begun processing it.
If the order has already been dispatched, it will not be possible to cancel the order. On receipt of the order you would need to contact us to arrange return of the order at your cost. Shipping costs are not refundable when the order is cancelled/unwanted.
If the order has not yet been dispatched and we have not begun to process the order, we will try to cancel the order and issue the refund.
We reserve the right to cancel an order at our discretion, and the customer will be refunded any costs from the order transaction. Notification will be made to explain the reasoning where this scenario occurs.
Will any return costs be refunded?
If you return something because of an error on our part, or because it's damaged or defective, we will provide you with a pre-paid shipping label for your return.
We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
How will I receive my refund if my payment card has changed/expired?
We process all refunds to the original card used when you placed your order. If your card has expired your bank will typically redirect the funds for you to your replacement card or linked account.
When will I receive my refund?
We aim to action all refunds within 5 working days of receiving the goods back and it can take up to 10 working days for the refund to show on your card, depending on your card/payment provider.