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Return Policy – SoFlow

Return Policy

 

LOU Board After Sales Policies

Please save the receipt from the purchase of your LOU Board. The SoFlow After Sales department will require you to provide an original receipt to receive help from the team.
For after-sales services or related questions, contact us at info@so-flow.com

 

Order Cancellation Policies

You may cancel an order within 7 days, without any additional charge or obligation.
After 7 days following the purchase date of your LOU board, a 5% cancellation fee will be charged if you choose to cancel your order. Once the product has been shipped, or the status of the order is moved to “Shipping”, no refund will be permitted. If the product is received, please see our return policy.
Refunds will be issued within 14 business days by PayPal or any third-party platform. The customer will be obligated to pay any fee charged by PayPal or other third-party platform.

 

Limited Warranty Policies

All repaired products are covered by the standard warranty starting on the date of original sale. The standard warranty guarantees the motor and battery for one year and the remaining parts of the board are covered for two years, excluding normal wear and tear. SoFlow has repair centers in California, Zurich and Shanghai. Customers will be responsible for the shipment fee when sending a product to one of our service centers. If SoFlow determines that the issue is not covered by the warranty, the customer can request a customer paid repair service. Customers are responsible for any and all loss liability or damages resulting from the use of SoFlow products, including loss of life, personal injuries, or property damage.

 

Return Policies

SoFlow will accept LOU board returns for 7 days after the product has been received by the customer.
If you would like to return a product to SoFlow for a full refund, you will need to pay the shipping fee and a 5% handling fee. If you return the product and it is in unused, store bought condition, SoFlow will issue the refund.
If the product is not used and in a store bought condition, SoFlow will proceed with a customer’s refund within 14 working days of receiving the return.
If the returned product is used or not in a store-bought condition, the customer is subject to a 50% cancellation fee.
Please note: The customer is obligated to pay any additional fees charged by PayPal or any third-party platform.
Refunds will be issued within 14 business days by PayPal or any third-party platform. The customer will be obligated to pay any fee charged by PayPal or other third-party platform.

 

Refunds (if applicable)

Once your return is received and inspected, we will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@so-flow.com.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@so-flow.com and send your item to: SoFlow AG, Degersheimerstrasse 40 , 9230 Flawil, Switzerland.

 

Shipping

To return your product, you should mail your product to:

SoFlow AG
Degersheimerstrasse 40
9230 Flawil, Switzerland

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

For more questions, please contact us: