Return and Exchange Policy for Soraate Marketplace/Store

At Soraate, we strive to provide you with the best experience, whether you are benefiting from our services or purchasing our products. Since we act as an intermediary for some services and products, and manage others directly, we have established a clear return and exchange policy to ensure your rights.

Note: All exchange requests are treated as new return requests, and all return and refund conditions apply to the original order, with the due amount refunded to you.

Free Exchange and Return

You can exchange or return for free only in the following cases:

• Manufacturing Defects: If the product has a manufacturing defect.
• Service Error: If the provided service does not match the agreed description.
• Error from Soraate or Supplier: If you receive a different product than what you ordered, whether the error is directly from Soraate or from one of our third-party suppliers or service providers.

General Terms for Exchange and Return

To ensure a smooth exchange or return process, please comply with the following conditions:

• Allowed Period: Exchange or return requests must be submitted within a maximum of 8 days from the date of receiving the product or service.
• Damage Reporting: Please notify us immediately by contacting us through the "Request Help" service within the app or sending a report via email if you receive a damaged or defective product, within a maximum of 48 hours from the date of receipt.
• Product/Service Condition:
  • Products: Must be in their original condition (new, unused, and in original packaging).
  • Services: Return request must be before the service is fully provided, unless there is an error in service delivery.
• Refund: The due amount will be refunded using the same payment method you used for purchase.
• Health Exceptions: For health reasons, some items cannot be returned such as: underwear, swimwear, sports bras, socks, compression bands, headbands, hats, gloves, and disposable products like bottles if their packaging has been opened, or any similar products.
• Non-Refundable Fees: These are non-refundable fees that Soraate marketplace/store cannot refund because they are fees paid to external service providers and transferred to them, and are not part of Soraate marketplace/store revenues, such as customs fees if any, shipping or delivery and return fees, cash on delivery service (if any), and any other taxes or fees incurred will not be refunded. When requesting a return, these fees will be deducted from the paid amount and the remaining value will be returned to you. This excludes the case mentioned above in the "Free Exchange and Return" section.
• Free Delivery Offers: If the customer received a free delivery offer, they bear the cost of this delivery upon exchange or return.
• Promotional Products: When returning products that were part of a promotional offer, you will lose the discount value applied to this order, and cannot benefit from it in other orders or claim its value as compensation.
• Right of Refusal: Soraate reserves the right to refuse the return of any product or service it deems unsuitable for resale or provision.
• Exceeding the Specified Period: No return requests will be accepted after exceeding the allowed specified period (8 days).
• Original Packaging: No product return will be accepted unless it is in its original packaging or container (such as the cardboard box for devices and tools) and in the condition you received it, unless the product is defective.
• Consultation Services and Nutrition Programs:
  • The customer has the right to refund the amount paid for consultation service or nutrition program within 24 hours from the payment date, provided the service has not started.
  • If the service has started, the value of sessions or services already provided will be deducted, and the customer has the right to refund the remainder.
  • The customer has no right to refund after the program period ends or the service is fully provided, unless there is a breach of agreement terms by the service provider.
• Non-Compliance with Conditions: If the customer returns a product and it becomes clear after inspection that it does not comply with exchange and return conditions, the customer bears the cost of shipments related to withdrawing and returning the product to the customer.

Products and Services Not Accepted for Exchange and Return

We do not accept exchange or return of the following products and services:

• Products that have been used, modified, assembled, or installed, unless defective.
• Products damaged due to misuse or showing signs of wear.
• Products mentioned in the "Health Exceptions" section above.
• Services that have been fully provided, unless there is a breach of agreement terms by the service provider.
• Consultation services and nutrition programs that have been started, and the customer requests a refund afterwards, unless there is a breach of agreement terms by the service provider.

Return Procedures

To create a return request, please follow these steps within the allowed return period (8 days):

1. Contact Us: Please contact the customer service team through the app or send an email to: [email protected] and we will register your request to return the product or service.
2. Return Product via Delivery Partner:
   • We will send you the shipping invoice number via email (for products only). You must print it and stick it on the product box.
   • Deliver the product to the shipping company's delivery center to return it faster.
   • The return request will be free in case of manufacturing defect or order error. Otherwise, you will have to pay shipping fees, which will be deducted directly from the refunded amount.
   • All returned items must be sent in one shipment.
   • All returned products must be in their original packaging with all labels, ensuring the return of straps and any other additions that come with the original product.
3. Quality Inspection: Returned products undergo quality inspection before accepting their return.
4. Receipt Confirmation: You will receive a message via your email to confirm receipt of the returned product and to start refund procedures.
5. Refund:
   • Products: We will verify your returns and credit the refunded amount to your bank account within 7-14 business days.
   • Services: The amount will be refunded to your account within 7-14 business days after approving the return request.

General Provisions

1. In case of transaction failure, the amount is refunded within 7-14 business days.
2. You are responsible for the accuracy of shipping and billing information provided.
3. Soraate has the right to refuse any sale for any reason it deems appropriate.
4. Promotional offers do not include wholesale sales or quantities that cannot be used by a single person only.
5. If you purchase a product and it turns out to be unavailable from the marketplace/online store warehouse or supplier, Soraate has the right to cancel your product order and refund only the amount paid.
6. If a service is purchased and it turns out that it cannot be provided, Soraate has the right to cancel the service request and refund only the amount paid.
7. The marketplace in Soraate is designated for retail sales, and Soraate reserves the right to cancel orders where the quantity of a single product exceeds (5) pieces as it deems appropriate.