Refund and Returns Policy

Section 01

The short version

You get 90 days from delivery. Return shipping is on us whatever the reason. No restocking fee is ever deducted, and the refund includes what you originally paid to have the item shipped.

That is the whole policy. The rest of this page is detail.

Section 02

What can come back

Anything within 90 days of the delivery date qualifies. A fault is not required. An item that turned out too big for the yard is as returnable as one that arrived broken.

Two conditions apply to a non-faulty return: the item has to be unused and in new or like-new shape, and it needs its original packaging. Structures of this size ship in engineered cartons, and those cartons are what protect the item on the way back.

Section 03

Getting a return moving

1. Tell us before you pack anything. Email Contact@sosiom.com or call +1 (928) 449-5433. If the item is broken or defective, attach a photo along with a line or two about what went wrong.
2. Wait for our go-ahead. We read the request and send back instructions covering your specific item. Shipping before those instructions arrive risks the return going astray, so hold off until they land.
3. Send it with tracking. Use a service that is both trackable and insured, then pass the tracking number to us. Without it we cannot confirm the item is on its way, and the refund stalls there.
4. Hand it over however suits you. Depending on the item, our instructions will point you at a mail-in return or at a drop-off location near you.
5. Keep the tracking number until the refund lands. It is the one piece of evidence that settles any question about whether a parcel actually left, and it costs nothing to hold on to.

Section 04

Who pays for the return trip

We do. Both of these are covered:

• Damaged, defective or not what you ordered. Full return cost on us, with a prepaid label sent to you at no charge.
• Simply changed your mind. Also a free prepaid label. No difference in treatment, no deduction for it.

Section 05

The money side

Once your return reaches us it goes to inspection, normally inside 72 hours. The refund is issued within 7 business days after that.

What lands back with you is the full purchase price plus any shipping and handling you were charged on the original order. Nothing is held back as a restocking fee, because we do not operate one.

Section 06

If it turns up damaged or wrong

Do not box it up. Photograph the problem, email the picture with your order number, and stop there.

From our end it is a straight choice: a replacement unit, or the full amount back. Tell us which you would rather have and that is what happens. There is no requirement to return a damaged item first, and no wait for an inspection that was never going to change anything.

Section 07

Questions before you start

Email Contact@sosiom.com or call +1 (928) 449-5433. If you are not sure whether something qualifies, ask. The answer is usually yes.