Refund policy

 

One of our top priorities is our customers' complete satisfaction. 

If you are not satisfied with any of our products, please contact us at soo@soochatea.ca and we will do our best to make you satisfied. 

 

Returns 

All sales are final. Due to the nature of our products, we do not accept returns and we do not offer refunds on orders that have already been shipped. 

 

Damages 

If any item in your order was damaged during transit, please contact us immediately at soo@soochatea.ca so that we can submit an insurance claim to the shipping carrier. Please send us photos of the damages. We will replace all damaged items once the shipping carrier accepts the claim. 

 

Lost packages

If you receive a delivery notification but you are not able to find the package at the specific location, please contact us immediately. Please note that we cannot submit a claim for packages stolen at your property if the carrier has proof of delivery. Packages lost due to incomplete or incorrect shipping information (name, address, phone number or email address) do not qualify for product replacement.

 

Order cancellation and a cancellation fee

If you would like to cancel your order, contact us within 1 hour of placing it. Please note that we are unable to modify or cancel your order after it has been processed for shipping and we've sent the shipping confirmation. Please also note that a 10% cancellation fee will be deducted from your refund amount. If your refund is approved, you will be refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.