Terms of service

SOOM Terms of Service

By using our website or buying from us, you agree to these Terms. If you disagree, please do not use our site.

You must be of legal age or have parental consent. Do not use our products or site illegally, harm the site, or violate any rights. We may refuse service or cancel accounts/orders at our discretion.

Product prices, availability, and details may change without notice. Colors or product expectations may vary.

Provide accurate account and payment information. We are not responsible for third-party links, tools, or any damages. Use our site at your own risk.

Any comments or submissions you share may be used by us freely. Your personal information is governed by our [Privacy Policy].

These Terms may be updated anytime; continued use means acceptance.

Governing law: Pakistan.
Contact: soom.shades@gmail.com

 

Exchange and Return Policy – SOOM

At SOOM, we maintain strict quality standards.

Exchange Policy:

·        Customers may request an exchange for another pair of same value within 7 days of receiving the item.

·        To initiate an exchange, customers must contact us via email within 7 days and provide clear photos or videos showing the product and the issue faced.

·        The item must be unused, in original condition, and returned with all tags, accessories, and original packaging intact.

·        Exchange requests are subject to review and approval by our team. The final decision to accept or reject any exchange request rests solely with us.

Exchanges are not applicable including but not limited to:

o   Items showing signs of use and wear

o   Damage caused by misuse, mishandling, or improper storage

o   Missing tags, packaging, or accessories

 

·        Once the exchange request is approved, we will share the return address.

·        The customer must ship the item back at their own expense and is fully responsible for safe and secure packaging.

·        After receiving the item, it will undergo a quality inspection.

·        If approved after inspection, the replacement item will be chosen by the customer, subject to availability.

·        The replacement will be dispatched after advance payment of delivery charges, ranging from PKR 200–400, depending on the customer’s city.

·        Exchange is allowed only once per order. Items that have already been exchanged are not eligible for another exchange request.

 

Return Policy:

To ensure a smooth and fair return process, customers must follow the steps below to request a return.

·       A return request must be made within 7 days of delivery. The item is returned without prior approval or return request, will not be accepted.

·       Customers must contact SOOM Customer Support to initiate the request via email: soom.shades@gmail.com

·       While submitting the request, the customer must clearly describe the issue faced.

·       Photo and/or video evidence showing the damage or defect is mandatory.

·       You have 7 days to request a return, but the photos or videos showing the issue must be recorded at the time of delivery upon receiving the parcel. This helps us verify that the issue was not caused after use.

·       All return requests are reviewed by our team. Based on the provided evidence, the request may be accepted or rejected. SOOM reserves the right to make the final decision.

Returns are only accepted in the following three cases:

o   The item received is damaged

o   The item is defective

o   The wrong item was shipped

Returns will not be accepted including but not limited to:

o   Change of mind or subjective / personal preference on quality.

o   Item is used or worn

o   Item is returned without original packaging

o   Tags, labels, or accessories are missing

o   Item is damaged after delivery

 

·       If the return request is approved, the customer will be provided with our warehouse address and they will book it. Customer is responsible for safe and secure shipping.

·       Once the returned item is received at our warehouse, it will be thoroughly inspected. If the return is accepted after inspection, the item will be replaced with a new, defect-free product, and shipped to the customer’s address.

·       If the item is out of stock or replacement is not possible, store credit may be issued instead.

·       No cash refunds or bank transfers are offered.

·       In certain cases, based on customer request and internal review (If the item is out of stock or replacement is not possible), SOOM may issue store credit in the form of refund instead of replacement.

Store Credit Terms:

o   Store credit must be used within 30 days of issuance

o   Store credit is non-refundable and non-transferable

o   If the new order value is less than the store credit amount the remaining balance will not be paid in cash, The remaining amount will stay as store credit (valid within the same 30 days)

o   Unused store credit after 30 days will expire automatically

 

By placing an order with SOOM, the customer agrees to this Return, Replacement & Refund Policy.