SoyGuapo will provide a full refund in any of the following cases:
- Delayed Orders:
Orders Not Found, in transit, Pending, Expired with more than 35 days (counting from the date you send the payment to SoyGuapo) if:
- The customer has sent a complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
- The tracking number doesn’t show any move or information.
- The customer has provided the full shipping information which includes the shipping name, address, province, zip code, country, and contact phone number.
- Sometimes, the order arrives at the nearest office to the buyer and gets marked as pending delivery because of the incorrect or unclear address. The customer will need to ask your buyer to go to the post office for delivery.
- Damaged Orders
SoyGuapo will provide a full refund/replacement if:
- The order arrives damaged.
- The order arrives damaged, but the customer does not want the replacement to be sent.
- For electronic products, the Client should start the dispute not later than 7 days after the product is received.
- Bad Quality
SoyGuapo will check most of the items before shipping them out, but sometimes the buyers still complain about products received.
- You have 60 days after the purchase to open the dispute.
- Imperfections such as incorrect size/color, parts missing, not working, etc.
For parts missing, SoyGuapo only accepts resend it instead of the full refund.
- Delivery Countries’ Limits
Because of international shipping method ability limits, the deliveries can encounter complications in certain shipping countries.
SoyGuapo will not accept any dispute about delivery once the order dispatched if shipped to countries below：
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Mexico, Brazil and Paraguay
The customer is still able to open a dispute with reasons except for delivery as usual.
- Shipping Method Limits:
Some shipping methods will be untrackable when orders arrived in some Countries, States or Cities, SoyGuapo will not accept any dispute when you choose shipping method and ship to the limit countries.
Product Volume Excess: Some products are much bigger in volume than in weight, and the freight company will charge the shipping based on volume instead of weight. Normally the orders that weigh over 2kg and exceed the volume will have this issue. We will have to charge you by the volume for shipping cost once we find it.
As the international shipping method developing, the limits will be released in the future, we will change this rule if we have an opportunity.
- The dispute which is not the fault of SoyGuapo
SoyGuapo will not accept any disputes with reasons as below:
- The description is not correct.
- Products smell unusual.
- The buyer ordered the wrong items or SKU.
- The shipping address provided incorrectly.
- Products returned to Udroppy warehouse
Normally SoyGuapo will not suggest returning products to our warehouse, because the international shipping is costly and takes at least 3 months to arrive at SoyGuapo China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
In all these cases.
- SoyGuapo can accept the returns if you put the products to your private inventory once we received.
- The products might need to be returned to SoyGuapo if our Dispute Operation Team asks for a return.
- All dispute will need visual evidence of the complaint.
Please, do not hesitate to contact us if you need any kind of support. Write to us into firstname.lastname@example.org