Replacement Policy
48-Hour Replacement Guarantee
If your order arrives damaged, faulty, or incorrect, you must contact us within 48 hours of delivery confirmation. All sales are final. No refunds. No returns for any other reason.
If We Shipped the Wrong Product
- Report within 48 hours of delivery
- We send the correct replacement at no additional cost
- You keep the product you already received
If You Ordered the Wrong Size/Color
- You are responsible for return shipping costs
- Return address is provided by customer support only
- Returns sent to any other address will not be processed
Eligibility
- Contact us within 48 hours of delivery confirmation
- Photo proof may be required (item + packaging)
- For size/color exchanges, items must be unused and in original condition
We reserve the right to refuse any request that does not meet the criteria above.
No Refunds / No Returns
All sales are final. We do not offer refunds. We do not accept returns for any reason other than an approved size/color exchange as described above.
Damaged or Faulty Items
If your item arrives damaged, broken, or faulty, contact us within 48 hours of delivery with clear photos. If approved, we will replace the item.
Lost Packages (In Transit)
If a package is confirmed lost in transit, we may offer a replacement after our review. Please contact us as soon as possible so we can assist with a carrier trace. If tracking shows “Delivered,” the order is considered delivered.
We are not responsible for losses caused by incorrect address details submitted at checkout, delivery to an unsecured location, or carrier “Delivered” scans.
Wrong Address / Misrouted Parcels
Please ensure your shipping information is correct before placing your order. We are not responsible for lost or misrouted parcels due to incorrect address information provided at checkout. If you notice an error, contact us immediately. Address changes are not guaranteed once an order is processed.
Return-to-Sender Packages
We are not responsible for packages returned to sender due to incorrect or incomplete addresses, refused deliveries, or unclaimed packages. If the package is returned to our facility, we can reship it; however, additional processing and shipping fees apply.
Cancellation Policy
Cancellations must be requested within 24 hours of order placement. A $12.99 USD cancellation fee applies to cover processing and transaction costs. Orders already in processing or shipped cannot be canceled.
How to Start a Request
- Email contact@trysoka.com
- Include your order number and a clear description of the issue
- Attach photos (item + packaging) if requested
- Follow the instructions provided by customer support
FAQ
Do you offer refunds?
No. All sales are final. We do not offer refunds.
If you shipped me the wrong product, do I need to return it?
No. If approved, we’ll ship the correct replacement at no additional cost and you keep the item you received.
If I ordered the wrong size or color, what happens?
You may request a size/color exchange, but you must return the item at your own shipping cost to the address provided by customer support. No other addresses are accepted.
What if my tracking says “Delivered” but I didn’t receive it?
If tracking shows “Delivered,” the order is considered delivered. Please check with household members, neighbors, building management, and the carrier. Contact us and we’ll provide guidance on next steps.
What if my package is returned to sender?
If a package returns to sender, we can reship it after it returns to our facility, but additional processing and shipping fees apply.
How long do I have to report an issue?
48 hours from delivery confirmation.