Refund Policy – Soyishi

Refund Policy

Effective Date: September 20, 2025

Soyishi (hereinafter referred to as “we”, “us”, or “our”) provides refund services for products purchased through our website https://soyishi.com (including Cream Charger, Helium Tank, and CO2 Cartridges Cylinder), primarily serving the United States market. This Refund Policy outlines the eligibility, procedures, and limitations for requesting refunds, ensuring compliance with the U.S. Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule. By purchasing our products, you agree to the terms below.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following conditions:

  • Time Limit: You submit the refund request within 30 calendar days of delivery (based on the carrier’s delivery confirmation date). Requests made after 30 days will be denied, unless required by state law (e.g., California’s Consumer Legal Remedies Act).
  • Product Condition:
    • Non-hazardous products (e.g., small Cream Charger packs): Must be unopened, unused, and in original packaging (no damage, stains, or missing accessories).
    • Hazardous products (Helium Tank, CO2 Cartridges Cylinder):
      • Must be unopened and sealed (no signs of use, leakage, or tampering with valves/caps).
      • Must comply with U.S. Department of Transportation (DOT) regulations for return shipping (we will provide a compliant label—do not use unauthorized packaging).
  • Valid Proof: You provide:
    • Original order number (found in your order confirmation email).
    • Photos of the product (including packaging, labels, and any defects, if applicable).
    • Delivery confirmation (screenshot of carrier tracking showing “delivered”).

2. Refund Scenarios & Rules

2.1 Eligible for Full Refund

We offer refund (including original shipping cost, if applicable) in the following cases:

  • Defective products: Products arrive with manufacturing defects (e.g., leaking Helium Tank valves, broken Cream Charger seals) that prevent normal use.
  • Incorrect products: We shipped the wrong item (e.g., you ordered 500g Cream Charger but received 300g) or wrong quantity.
  • Missing items: Your order is incomplete (e.g., 1 Helium Tank is missing from a 2-tank order) and confirmed by our warehouse.
  • Undelivered orders: The carrier confirms the package is lost (see our Shipping Policy Section 6.2) and we cannot arrange reshipment.

2.2 Eligible for Partial Refund

A partial refund (50%-80% of product cost) applies to:

  • Opened non-hazardous products: You opened the product (e.g., Cream Charger pack) but did not use it, and the packaging is damaged (we deduct 20%-50% for packaging loss).
  • Hazardous products with minor packaging damage: The product is unopened but the outer box is slightly damaged (no impact on product safety—we deduct 20% for packaging issues).

2.3 Refund Denial

We will deny refund requests if:

  • The product is used, damaged due to improper use (e.g., Helium Tank valve broken by mishandling), or modified.
  • The refund request is submitted after 30 days of delivery (unless required by law).
  • You cannot provide valid order proof or product photos.
  • The product is a “final sale” item (clearly marked on the product page before purchase).

3. Refund Application Process

To request a refund, follow these steps:

  • Contact Customer Service:
    • Send an email to soyishishop@gmail.com with the subject line “Refund Request – [Your Order Number]”.
    • Include your full name, order number, delivery address, reason for refund, and required photos (product, packaging, defects).
  • Review & Approval:
    • We will review your request within 2-3 business days and notify you via email of approval or denial.
    • If approved, we will send a prepaid return label (for hazardous products) or instructions for return shipping (for non-hazardous products).
  • Return the Product:
    • Ship the product to our warehouse address: [You can contact customer service via email to inquire about the specific return address].
    • For hazardous products: Use only the prepaid label we provided (non-compliant shipping may be rejected by carriers).
    • Include a copy of your order confirmation in the return package (mark with your order number).
  • Inspection & Refund Issuance:
    • We will inspect the returned product within 3 business days of receipt.
    • If the product meets refund conditions, we will issue the refund to your original payment method (credit card, PayPal, etc.).

4. Refund Timeline & Method

4.1 Refund Processing Time

After we approve your refund and receive the returned product: 5-7 business days (processing time).

Refund arrival time depends on your payment method:

  • Credit/debit cards: 3-5 business days (banks may take additional time to post the refund).
  • PayPal: 1-2 business days.
  • Gift cards: Refunds are issued as store credit (valid for 12 months) within 2 business days.

4.2 Refund Method

Refunds are issued to the original payment method used for the order, unless:

  • The original payment method is expired (we will contact you to provide a new method).
  • You request store credit (we can issue store credit instead of a monetary refund, with no expiration date).

5. Special Rules for Hazardous Products

Due to DOT regulations for compressed gases (Helium Tank, CO2 Cartridges Cylinder):

  • No self-shipping: You must use the prepaid return label we provide (unauthorized shipping may violate DOT rules and result in fines).
  • Leakage check: Returned hazardous products will be inspected for leaks—if leakage is found (caused by your use), the refund will be denied.
  • Disposal fee: If a returned Helium Tank/CO2 Cartridge is empty or non-compliant (cannot be resold), we may deduct a $10-$15 disposal fee (we will notify you before deduction).

6. Canceled Orders

Orders not processed: If you cancel an order before it is processed (no shipping confirmation email), we will issue a full refund within 2 business days.

Orders in processing/shipped: If you cancel after processing but before shipping, we deduct a 10% processing fee. If the order is already shipped, follow the refund process in Section 3 (no additional cancellation fee).

7. Dispute Resolution

If you disagree with our refund decision:

  • Provide additional evidence (e.g., more photos, carrier reports) to our customer service within 5 days of the denial notice.
  • We will conduct a secondary review within 3 business days and provide a final decision.

8. Contact Us

For questions about refunds, return shipping, or eligibility:

Email: soyishishop@gmail.com

Phone: +86 13392789800