Return and refund policy

1. Reporting Period

• Any defects or issues with products must be reported within 7 days of receipt.
• Requests submitted after this period will not be eligible for return, replacement, or refund under any circumstances.

2. Proof of Defect

• Customers must provide clear photographic or video evidence at the time of reporting. This includes:
  • Images of the product immediately upon opening the box, showing the defect.
  • Images of the outer shipping box and packaging materials to verify the condition upon delivery.
  • Reports without sufficient evidence will be considered invalid and rejected.
    
    

3.Condition of Item

• The company will only accept claims for products that are proven to be defective upon opening the box.
• Products that show signs of misuse, mishandling, alteration, or damage caused by the customer will not be eligible for return or refund.
  
  

4. How to Submit a Claim

• Claims must be submitted via email to shop@sozo.sg within the 7-day reporting period.
• The email must include:
  • Order number
  • Description of the defect
  • Required photographic or video proof as listed above
    
    

5. Company Review & Decision

• The company will review all submitted claims and determine the appropriate resolution (e.g., replacement, partial refund, or rejection).
• All decisions made by the company regarding returns and refunds are final.
  
  

6. Customer Responsibility

• Customers must comply fully with the reporting process.

Failure to provide the required information or to follow the process will result in the claim being denied without exception.