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Return and Refund Policy

This document outlines the procedures for returns and refunds for Sootheviax, specifically tailored for our operations within the Hong Kong Special Administrative Region.

Overview of Our Policy

At Sootheviax, we aim to ensure that every resident in Hong Kong has a straightforward experience when interacting with our automated equipment.

This Return and Refund Policy is designed to be transparent and clear, outlining exactly what happens if your order does not arrive as expected. We operate in full alignment with the Consumer Goods Safety Ordinance and the Sale of Goods Ordinance of Hong Kong to ensure your rights as a consumer are respected.

30-Day Evaluation Period

We provide a 30-days window for you to evaluate the product you received. This period begins on the day the item is delivered to your doorstep. Within these 30 days, you can request a return if the product meets our specific eligibility criteria. We believe this timeframe allows enough opportunity to inspect the equipment thoroughly.

Eligibility for Returns

To maintain a functional business model in Hong Kong, we have specific requirements for what qualifies as a valid return. We only accept returns under the following circumstances:

  • The item arrived in a damaged state due to transit or manufacturing issues.
  • The product delivered is incorrect and does not match the item you ordered on our website.

Important Note: We do not accept returns, exchanges, or requests for refunds based on a change of mind. Because our logistics involve moving large automated equipment throughout Hong Kong, we ask that you be completely sure of your selection before finalizing your purchase.

The Return Process Step-by-Step

If you receive a product that is damaged or incorrect, please follow these steps to initiate a resolution:

  1. Contact Us:Send an email to massage@sootheviax.com immediately upon noticing the issue. Provide your order details and a description of the problem.
  2. Free Pickup: We will arrange for a courier to visit your location in Hong Kong to collect the item. We do not charge any shipping or pickup fees for this; the logistics cost is entirely handled by Sootheviax.
  3. Professional Inspection: Once the item is returned to our facility, our team takes 24 hours to conduct a detailed inspection. This ensures the condition of the item is documented and the reported issue is confirmed.
  4. Replacement First: Our primary goal is to provide you with the working equipment you ordered. If the damage is confirmed, we will first attempt to arrange a replacement delivery at no extra cost to you.

Refund Conditions and Methods

A full refund is only initiated if the item is confirmed as damaged or incorrect and a suitable replacement is unavailable or the item is beyond repair. Since we operate exclusively on a Cash on Delivery (COD) basis, we do not have access to your bank or payment details at the time of purchase.

To process your refund, we will contact you via email to request your bank transfer details. Upon receiving this information, we initiate the transfer. Please note the following regarding the refund timeline:

  • Processing Time: It takes up to 5 to 6 business days for the amount to reflect in your account once we have processed the transaction.
  • Bank Dependency: The exact timing may vary slightly depending on your specific banking provider in Hong Kong.
  • No Restocking Fees: We do not apply any deductions or restocking charges. You will receive the full amount paid at your doorstep.

Legal and Ad Policy Compliance

This policy is built to meet the rigorous standards required by Google Ads for transparent business operations. We disclose all potential costs and clearly state our physical limitations within Hong Kong.

By adhering to the Sale of Goods Ordinance, we ensure that products are of merchantable quality and fit for their intended purpose. If they are not, we provide the solutions outlined in this document without hidden hurdles.

Customer Support

Our team is committed to helping you navigate any issues. If you have any questions regarding these terms, please reach out during our active hours: