Legal Documentation
Return & Refund Policy
Effective: 1st January 2025
Last Updated: 23rd May 2026
Applicable in India
24–48 Hrs
Refund to Wallet
Free
Pickup (Eligible Items)
5 Days
Dispute Resolution
Our Promise: At SOPING, your satisfaction is our priority. We've designed our return and refund process to be simple, transparent, and hassle-free. Most returns are resolved within 7–10 business days.
You may request a return for eligible products within 7 days of the delivery date, subject to the following conditions being met:
- The item is unused, unwashed, and in its original condition with all tags intact
- The original packaging, manuals, accessories, and free gifts (if any) are included
- The return request is raised within the 7-day return window via your SOPING order dashboard
- Adequate photographic evidence is provided for damage, defect, or wrong item claims
| Category | Return Eligible | Return Window |
|---|
| Electronics & Mobiles | Yes | 7 days (defect/damage only) |
| Clothing & Footwear | Yes | 7 days |
| Home & Kitchen | Yes | 7 days |
| Books & Stationery | Conditional | Defect/wrong item only |
| Personal Care & Beauty | No | Not eligible (hygiene) |
| Food & Grocery | No | Not eligible (perishable) |
| Customized / Personalized | No | Not eligible |
The following items are not eligible for return or refund under any circumstances, except in cases of delivery of wrong or damaged items:
- Perishable goods: food, beverages, organic products, and grocery items
- Personal hygiene products: undergarments, swimwear, face masks (post-COVID hygiene rules)
- Digital products: software licenses, app codes, downloadable content
- Products with broken seals that were sealed for health/hygiene reasons
- Customized or personalized items made to your specifications
- Hazardous materials and regulated products (batteries, chemicals, etc.)
- Services or subscription-based products once activated
Note: Even non-returnable items are covered if delivered in a damaged or defective condition, or if a wrong item was sent. Please raise such claims within 48 hours of delivery with photographic evidence.
3. How to Raise a Return Request
Returning a product on SOPING is simple. Follow these steps:
1
Log into Your Account
Go to "My Orders" and find the order containing the item you wish to return.
2
Select "Return Item"
Click on the order item and select "Return / Refund" from the order detail page.
3
Choose Reason & Upload Photos
Select the reason for return and upload clear photos showing the issue (required for damage/defect claims).
4
Submit Your Request
Review the details and submit. You'll receive a confirmation with a Return Request ID via SMS and email.
5
Await Review & Pickup Scheduling
Our team reviews your request within 48 hours. Approved returns will have a pickup scheduled within 2 business days.
4. Return Pickup & Drop-Off
For approved returns, we offer the following options:
- Free Doorstep Pickup: Available in most pincodes serviced by Shadowfax. A pickup executive will collect the item from your address within 2–4 business days of return approval.
- Self Drop-Off: In areas where pickup is unavailable, you may be asked to ship the item to the seller's address. SOPING will reimburse reasonable shipping costs up to ₹100 upon submission of courier receipt.
- Please pack the item securely before pickup — use the original packaging if possible
- Keep the pickup confirmation reference number for tracking
Pickup Ready: Ensure the item, all accessories, original tags, and packaging are ready at the time of pickup. Our partner may decline to collect items that do not match the return description.
5. Refund Process & Timeline
Once the returned item is received and inspected by the seller, the refund will be processed as follows:
- SOPING Wallet: Refund credited within 24–48 hours of seller confirmation. Instant and easiest method.
- Original Payment Method: For UPI/card/net banking refunds, allow 5–7 business days after seller confirmation.
- COD Orders: Refunds for Cash on Delivery orders are credited to your SOPING Wallet only.
| Refund Destination | Timeline | Availability |
|---|
| SOPING Wallet | 24–48 hours | All orders |
| UPI / Net Banking | 5–7 business days | Online paid orders only |
| Credit / Debit Card | 7–10 business days | Online paid orders only |
| COD Orders | 48 hours (Wallet) | Wallet only |
No Cash Refunds: SOPING does not issue refunds in cash. All monetary refunds are processed digitally to ensure traceability and security.
6. Damaged, Wrong, or Defective Items
If you receive an item that is damaged during transit, significantly different from what was ordered, or has a manufacturing defect, you are fully entitled to a refund or replacement.
- Report the issue within 48 hours of delivery for fastest resolution
- Upload clear, unedited photos or a video showing the damage/defect/wrong item
- Do not use, wash, or tamper with the item before raising the complaint
- SOPING will review the evidence and may coordinate directly with the seller for replacement stock
- If a replacement is unavailable, a full refund will be issued automatically
Zero-Fault Guarantee: If you receive a damaged or wrong item through no fault of your own, SOPING bears full responsibility for the return shipping cost and ensures a complete refund or replacement.
You may cancel an order at any time before the seller dispatches the item:
- Before Dispatch: Immediate cancellation allowed. Full refund to original payment method within 5–7 business days, or instant credit to SOPING Wallet.
- After Dispatch: Cancellation is not available. You must wait for delivery and then initiate a return request.
- COD Orders Before Dispatch: You may cancel the order directly from your order dashboard with no charges.
Repeated order cancellations (especially COD orders) may result in restrictions on your account's ability to place COD orders in the future.
Direct product exchanges (e.g., size swap, color change) are subject to seller-specific exchange policies displayed on the product listing page.
- Where seller exchange is offered, the process is initiated the same way as a return request — select "Exchange" as the reason
- If the exact exchange item (size, color) is unavailable, a full refund will be offered instead
- Exchange items are dispatched only after the original item is received and inspected by the seller
- Exchange shipping is typically free for eligible items
Check Seller Policy: Not all sellers offer exchanges. Look for the "Exchange Available" badge on the product page before purchasing if exchange is important to you.
9. Seller Responsibilities
Sellers on SOPING are contractually obligated to:
- Accept valid return requests within 48 hours of receiving the return notification
- Inspect the returned item within 24 hours of receipt and confirm its condition
- Issue the refund trigger to SOPING within 48 hours of inspection
- Not reject returns on grounds other than those outlined in this policy
- Maintain adequate quality control to prevent damaged or misdescribed product deliveries
Sellers who fail to meet these obligations are subject to penalties including temporary product listing suspension, withholding of payouts, and account deactivation.
10. Disputes & Escalation
If your return request is rejected by the seller and you believe the rejection is unjustified:
- Email our Return Disputes team at returns@soping.in within 5 days of rejection
- Include your Order ID, Return Request ID, and all supporting evidence (photos, videos)
- SOPING will independently review the dispute within 5 business days
- SOPING's decision after independent review is final and binding
- In cases where SOPING rules in the buyer's favor, the refund is issued by SOPING directly regardless of seller cooperation
Buyer Protection: SOPING maintains a Buyer Protection Fund to ensure customers are never left without resolution. If a seller cannot fulfill a legitimate refund, SOPING steps in.