Refund policy

# Return & Refund Policy

Last updated: [2025-03-01]

We want you to be satisfied with your SOCOME purchase. This policy explains how returns and refunds work.

## 1. Return Window

You may request a return within 30 days of receiving your order.

## 2. Eligibility

To be eligible, the item must be:

- In new, unused condition
- In its original packaging with all parts, accessories, and manuals
- Accompanied by proof of purchase (order number)

The following are not eligible for return:

- Items showing signs of use, installation, or customer-caused damage
- Items returned without prior authorization
- Items returned more than 30 days after delivery

## 3. How to Start a Return

Email service@socomeonline.com with:

1. Your order number
2. The item(s) you wish to return
3. The reason for return
4. Photos (required for damaged or defective items)

We will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and return instructions. **Please do not ship items back without an RMA number** — unauthorized returns cannot be processed.

## 4. Return Shipping Costs

- Defective, damaged, or incorrect items: We cover return shipping and   provide a prepaid label.
- Customer-initiated returns (changed mind, ordered wrong model): The   customer is responsible for return shipping costs.

Because our products are heavy equipment, we recommend using a tracked, insured freight service for returns. SOCOME is not responsible for items lost or damaged during return transit.

## 5. Restocking Fee

A restocking fee of 15% applies to non-defective customer-initiated returns, to cover inspection, repackaging, and re-warehousing of heavy equipment. No restocking fee applies to defective, damaged, or incorrect items.

## 6. Refunds

Once we receive and inspect your return, we will notify you of approval. Approved refunds are issued to your original payment method within 3–5 business days. The refund equals the product price minus any applicable restocking fee and original shipping cost (original shipping is non-refundable unless the return is due to our error).

## 7. Damaged or Defective Items

If your item arrives damaged or defective, contact us within **7 days** of delivery with photos of the product and packaging. We will arrange a replacement, replacement parts, or a full refund at no cost to you.

## 8. Replacement Parts

For missing or damaged parts, email your order ID, photos of the outer package, photos of the issue, and the part number from your instruction manual to service@socomeonline.com. We will send free replacement parts where applicable.

## 9. Order Cancellations

You may cancel free of charge before your order ships. Once dispatched, the standard return policy applies.

## Contact

SOCOME (operated by ZHENG HE CROSS-BORDER LIMITED)
Email: service@socomeonline.com
Address: Room Q, Unit 608, 6/F Metro Loft 38 Kwai Hei Street Kwai Chung, N.T., Hong Kong 999077