Refund policy
REFUND POLICY
GENERAL POLICY
We handle all inquiries on a case by case basis to ensure every customer receives thoughtful and fair support. Our products are carefully developed, tested, and we want you to feel confident in your experience with SooNabi. If something isn’t right, we’re here to help and will work with you to find the best solution
QUALITY CONCERNS
If you believe that you have received a product that exhibits defects, damage, or is incorrect, we kindly request you to contact us at support@soonabi.com. In your email, please include your order number and attach a well-defined photograph or video depicting the issue with the merchandise. We request that you do so within a 7-day timeframe from the date of receiving your package. Your prompt communication will enable us to address and rectify the situation promptly.
LOST PACKAGES
We know how frustrating it can be when a package doesn’t arrive as expected, and we want to help guide you through the next steps. Once an order has been shipped and handed off to the courier, they are responsible for the delivery of your package. If your tracking shows a delay, misdelivery, or a delivery you can’t locate, the quickest way to resolve it is to contact the courier directly using your tracking number. They’re often able to locate the package or provide additional details.
For additional questions after speaking with the courier, you may reach us at support@soonabi.com.
EXCHANGES & RETURNS
EXCHANGES: We don't conduct exchanges. If in the event a product is damaged or incorrect a complimentary replacement set or credit voucher for the value of the product will be issued.
RETURNS: We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with seal, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@soonabi.com. Please note that returns will need to be sent to the following address:
ATTN BAEGOODS LLC (SOONABI)
15300 Valley View Ave Unit O10, La Mirada, CA 90638
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@soonabi.com.
Please note: Due to sanitary standards, SooNabi products are non‑returnable if opened or used.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@soonabi.com.
CUSTOMS-RELATED REFUNDS
NO REFUNDS will be provided for:
- Customs duties, taxes, or import fees
- Packages refused due to unpaid customs charges
- Any customs-related delays, rejections, or confiscations