I. Product Inspection Policy

Customers may jointly inspect the external condition of the product with the delivery personnel, including the packaging, seal, quantity, and color. Customers are requested not to break the seal, open, or test the product upon delivery.

To provide De SOI with sufficient grounds to assist in the event of an issue, customers are requested to record a continuous, clear video of the entire package-opening process immediately upon receipt. The video must show:

• The original condition of the package seal.
• The entire package-opening process continuously, without cuts or edits.
• The actual products and quantities received.

The video serves as a basis for De SOI to review and provide assistance in cases involving missing items, incorrect products, or products damaged during transportation. If there is no valid unboxing video, De SOI may not have sufficient grounds to process complaints related to the above issues.

II. Product Return & Exchange Policy

1. Return & Exchange Request Period

• Customers must notify De SOI of their return or exchange request within 48 hours of receiving the product.
• The product must be sent back to De SOI within 14 days from the date of receipt.

After these deadlines, De SOI reserves the right not to accept return or exchange requests.

2. How to Return or Exchange a Product

Customers may choose one of the following methods:

• Bring the product directly to the De SOI office.
• Send the product back to De SOI by post or through a delivery service.

When returning a product, customers are requested to:

• Package the product carefully.
• Include all accessories and gifts (if any).
• Ensure that the product remains intact and unused, except in cases where the product is defective.

3. Return & Exchange Costs

If the issue is caused by De SOI, including missing items, incorrect products, or defective products, De SOI will cover all shipping costs associated with the return or exchange.

4. Delivery Time for Replacement Products

After receiving and confirming that the returned product meets the applicable requirements, De SOI will send the replacement product to the customer within 14 business days.

5. Refunds for Returned Products

De SOI will issue a refund within 7–10 business days after receiving and confirming that the returned product meets the applicable requirements. The refund will be issued through the original payment method or according to an arrangement agreed upon with the customer.

6. Support and Complaints

For assistance or feedback regarding the return and exchange process, please contact De SOI Customer Service:

• Customer Service Hotline: 098 218 00 02
• Business Hours: Monday to Saturday, 09:00–18:00