Refund policy

Last updated: June 20, 2026

1. Overview

At Soyiex, your satisfaction matters. Because our products are fulfilled through a third-party dropshipping partner (CJ Dropshipping), our return and refund process follows specific guidelines to ensure fair outcomes for both parties. Please read this policy carefully before making a purchase.

2. Eligibility for Returns

You may request a return or refund if:

  • The item received is defective or damaged upon arrival.
  • You received the wrong item (wrong product, size, or color).
  • The item did not arrive within the estimated delivery window and is confirmed lost.

We do not accept returns for:

  • Change of mind or buyer's remorse.
  • Items that have been used, washed, or altered.
  • Items returned without prior approval from us.
  • Customized or personalized products.

3. Time Limits for Claims

  • Damaged or defective items: Report within 7 days of delivery with photo evidence.
  • Wrong item received: Report within 7 days of delivery.
  • Non-delivery: Raise a claim after the estimated delivery window has passed but no later than 30 days after the expected delivery date.

4. How to Request a Return or Refund

  1. Contact us through our website's contact page with your order number and a description of the issue.
  2. Attach clear photos or videos of the item and packaging (required for damaged/wrong item claims).
  3. We will review your request within 3–5 business days and respond with next steps.
  4. If approved, we will provide return instructions or process a refund/replacement.

5. Return Shipping

  • If a return is approved due to our error (wrong or defective item), we will cover the return shipping cost.
  • If a return is approved for any other eligible reason, the customer is responsible for return shipping costs.
  • Return shipments must be sent to the address provided by our support team — do not send items back without prior approval.
  • We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

6. Refunds

  • Approved refunds will be processed to your original payment method within 5–10 business days after the return is received and inspected.
  • Shipping fees are non-refundable unless the return is due to our error.
  • If your refund is delayed, please check with your bank or payment provider before contacting us.

7. Replacements

Where a refund is not preferred, we may offer a replacement item at no additional cost, subject to stock availability with our supplier.

8. Non-Returnable Items

The following items cannot be returned or refunded:

  • Items marked as final sale or clearance.
  • Perishable goods (if applicable).
  • Digital products or downloadable content.
  • Items returned outside the eligible time window.

9. Consumer Protection Act (South Africa)

In line with the Consumer Protection Act 68 of 2008, customers in South Africa have the right to return defective goods within 6 months of purchase for a repair, replacement, or refund. This statutory right is not limited by this policy.

10. Contact Us

For all return and refund requests, please contact us through our website's contact page and include your order number for faster assistance.

  • Store: Soyiex
  • Website: soyiex.com
  • Email: support@soyiex.com
  • Response time: We aim to respond to all enquiries within 1–2 business days.