Returns & Refund policy

Article 1 – General

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS APPLY AND ARE THE RESPONSIBILITY OF THE CUSTOMER.

This Returns & Refund Policy applies to all purchases made through our online store by consumers, including consumers residing in Australia.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

Article 2 – Right to Return

It is possible to return your order.

If you are not satisfied with the items you have ordered, you may request a return within 30 days of receipt of the goods, provided the conditions set out below are met.

Article 3 – Conditions for Returns

To be eligible for a return, all of the following conditions must be met:

The order must contain all original parts, components and accessories, and the packaging must be in a condition comparable to that in which the product was delivered.
The product shows only normal handling; damage caused by careless or improper use is excluded.
Products for which hygiene is important must be thoroughly cleaned before the return process begins.
Any defect must be reported immediately upon receipt of the goods.
The customer is responsible for all return shipping costs.
Once received, returns will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we reasonably suspect that the items have been used, damaged, or altered through no fault of our own.

Article 4 – How to Return Your Order

If your order meets the above conditions, you must initiate the return process as follows:

Send an email to:
service@getsoxc.com

Your email must include:

Order number
Reason for the return request
Photo of the product in case of damage or defect
First and last name of the customer
Full return address of the customer

After reviewing your request, we will provide you with the correct return address.

Never send returns to the sender address shown on the package.
Returns sent without prior approval or to an incorrect address may not be accepted.

Return shipping costs are borne entirely by the customer.

Article 5 – Right of Withdrawal (Cancellation)

Consumers have a right of withdrawal if they are a natural person entering into a transaction for purposes not predominantly related to commercial or professional activity.

5.1 Cancellation Period

The cancellation period is 14 days from the day on which you, or a third party designated by you (other than the carrier), has received the last goods.

5.2 Exercising the Right of Withdrawal

To exercise your right of withdrawal, you must notify SOXC by means of a clear written statement (e.g. email) of your decision to withdraw from the contract.

The withdrawal is completed once the goods have been received by us.

Return shipping costs are borne by the customer.

Article 6 – Orders in Transit

As we operate a fully automated system, orders are processed immediately after being placed.

Because our goods are shipped from Asia, shipping processes cannot be interrupted once an order is in transit. Cancellation is therefore not possible while the goods are on their way to you.

If you wish to cancel, please wait until you have received the goods and then initiate a return in accordance with this policy. You may notify us of your intention to cancel in advance.

To ensure the fastest possible processing, we request that you provide shipping confirmation when returning goods.

Article 7 – Refunds

If you withdraw from this contract and the return conditions are met, we will refund all payments received from you, excluding delivery costs, without undue delay and no later than 14 days after receipt of both:

your withdrawal notification, and
the returned goods.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

You will not be charged any additional fees for the refund itself.

Article 8 – Return Address & Costs

All returns are sent to our central warehouse in Asia.

All return shipping costs, including international shipping, customs declarations, and any associated fees, are the responsibility of the customer.

Article 9 – Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

a replacement or refund for a major failure, and
compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This Returns & Refund Policy does not limit or replace these rights.