Refund policy

At Soulog, we are committed to delivering an exceptional user experience. If you are not completely satisfied with your purchase, we are here to help. For efficient handling of your requests, please direct all inquiries to our official customer service team at: support@soulog.com.
 
 30-Day Return & Refund Policy for Physical Products
 
 Standard Return Guidelines We offer a 30-Day Satisfaction Guarantee for products purchased directly from official Soulog channels.
 
· Timeframe: Return requests must be initiated from the date of confirmed delivery (as indicated by the carrier’s tracking information).
 
· Channel Exclusions: This policy applies strictly to official channels. Products purchased through unauthorized third-party resellers, including second-hand or resold items (even if unopened), are ineligible for official returns. Please consult your third-party seller for their respective policies.
 
· Condition of Return: To qualify for a full refund, the complete original product package (including the main device and all bundled basic accessories) must be returned. Items must be in original, fully functional condition, with all packaging, manuals, and complimentary gifts included. Bundled accessories cannot be returned individually.
 
· Restocking/Deduction Fees: Soulog reserves the right to assess the condition of returned goods. Appropriate deductions from your refund may be applied if the device is damaged, incomplete, or if the original packaging is severely compromised.
 
 Transit Damage & Unboxing Evidence

· Inspection Upon Receipt: We strongly advise customers to inspect the outer packaging immediately upon delivery. If you suspect transit damage, please contact Soulog customer service within 7 calendar days of delivery.
 
· Merchant-Assisted Claims: Soulog will handle the carrier claim on your behalf. To enable us to file a claim and promptly issue a replacement or refund, you must retain all evidence, including photos of the damaged outer box, shipping labels, and the damaged product.
 
· Evidence Requirement: To expedite claims regarding transit damage, missing components, or incorrect items, we highly recommend recording an uninterrupted unboxing video. A valid video must show all six sides of the outer box with the shipping label, the continuous unboxing process, and a clear view of the device and accessories. Failure to provide such evidence may delay the review process or affect the liability determination.
 
 Transit Damage Handling & Replacement Process

· Review & Verification: Upon receiving your report of transit damage (along with required photos and the unboxing video) within 7 calendar days of delivery, our customer service team will review the evidence within 1–2 business days.
 
· Expedited Replacement or Refund: Once verified that the damage occurred in transit, Soulog will initiate a free replacement of the product or process a full refund based on your preference.
 
· Replacement Shipping: Replacement items will be shipped out at Soulog’s expense. A new tracking number will be provided via email once the replacement is dispatched.

 · Handling of Damaged Goods: In most cases of transit damage, Soulog will provide a pre-paid return label for you to ship the damaged item back, or we may waive the physical return depending on the severity of the damage. We will coordinate this with you during the support process.

 Incorrect or Incomplete Orders · If you receive an item that is incorrect (the model, color, or version received does not match your order) or incomplete (missing parts, basic accessories, or complimentary gifts within the package), please adhere to the following procedures:

· Reporting Timeframe: You must contact our service team via support@soulog.com within 7 calendar days of confirmed delivery so we can promptly verify logistics and warehouse fulfillment records.

 · Required Evidence: You will be required to provide your order number, photos of the outer packaging (including the shipping label), photos of all items actually received, and the recommended unboxing video or photos. Clear evidence will significantly expedite the verification process.

 · Resolution & Cost Responsibility (Covered by Soulog)
 Missing Parts/Accessories: Upon verification, Soulog will ship the missing components to you free of charge and cover the standard shipping costs.
Incorrect Items: You may choose to return the incorrect item for a free replacement of the correct product (exchange) or request a full refund. Upon customer service approval, Soulog will bear the return shipping fees (typically by providing a pre-paid return label) or reimburse reasonable return shipping costs.

 Data Privacy and User Responsibility

 · Data Backup & Erasure: Before returning your device, it is strictly your responsibility to back up any necessary data and erase all personal information from the hardware. Soulog will execute a mandatory factory reset upon receiving the device to clear any residual data. Soulog assumes no responsibility or liability for any lost, compromised, or unrecoverable data during the return process.

 Return Process (RMA Procedure)

1. Initiate Request: Email support@soulog.com with your order number, product serial number (SN), reason for return, and supporting visual evidence (photos/videos).
2. Obtain RMA: Within 1–2 business days, our team will review your request. If approved, you will receive Return Merchandise Authorization (RMA) instructions and the designated shipping address.
3. Shipping: Return the product using the provided guidelines and retain your return tracking number.
4. Inspection & Refund: Upon receipt, our facility will conduct a quality inspection within 7 business days. Approved refunds will be credited to the original payment method. Standard processing takes 2–3 business days, while exceptional cases may take 5–10 business days, depending on your financial institution.
5. Returnless Resolution: In special circumstances approved by Soulog, physical return may be waived, allowing you to keep the device. In such cases, Soulog reserves the right to implement device management controls (e.g., suspending service authorization, remote reset, or deactivation), with compensation arranged on a case-by-case basis.

Digital Service & Subscription Refund Policy

This section applies to paid digital services (e.g., membership subscriptions, credits) purchased via the Google Play, or the Apple App Store. 

· Non-Refundable Scenarios: We cannot issue refunds for services that have been activated, consumed, or partially used, or for requests submitted after the 30-day window. We are also not liable for poor experiences resulting from non-product factors, such as user device limitations, unstable local networks, or user misoperation.

· Third-Party App Stores: Due to platform restrictions, Soulog cannot directly process refunds for in-app purchases made via Google Play or the Apple App Store. These requests must be submitted directly through your Apple ID or Google Play account and are governed exclusively by the platform's review timelines and rules.