Sosshome™ is owned and operated by Hangzhou Yueyang Ark Technology Co., Ltd. | Legal Representative: Ji Jialiang | Customer Support Email: service@sosshome.com
Business Address: Room 773, No. 159 Longzhang Road, Jiangcun Subdistrict, Xihu District, Hangzhou City, Zhejiang Province
Return & Refund Policy
Our 30-Day Return Period
Eligible Sosshome™ products may be returned within 30 calendar days after delivery.
The return period begins on the recorded delivery date.
Customers are encouraged to inspect merchandise reasonably soon after arrival, especially where products contain multiple pieces or require basic assembly.
Standard Preference-Based Eligibility
For an ordinary preference-based return, merchandise should generally remain:
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unused beyond reasonable inspection;
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clean;
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materially unaltered;
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complete;
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free from customer-caused damage;
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and accompanied by original packaging and included components where reasonably possible.
Reasonable inspection alone does not automatically make an otherwise eligible item non-returnable.
Assembly and Inspection
Some household products require simple assembly before their basic size, structure, or suitability can be understood.
Reasonable inspection or limited assembly does not automatically disqualify an item.
However, extensive use, permanent installation, material alteration, damage resulting from improper assembly, or missing essential components may affect preference-based eligibility.
Starting a Return Request
Before shipping merchandise, contact:
Please provide:
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the order number;
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the product concerned;
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the reason for the return;
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the current condition of the item;
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and photographs where relevant.
After-sales enquiries are normally reviewed within 3 business days after sufficient information is received.
Return Authorization
Customers should wait for return instructions before sending merchandise.
This allows us to identify the correct receiving facility and handling procedure.
Sending a product without instructions may delay processing if the parcel reaches a facility that does not handle merchandise returns.
Return Destination
The public legal business address is:
Room 773, No. 159 Longzhang Road, Jiangcun Subdistrict, Xihu District, Hangzhou City, Zhejiang Province.
This address identifies Hangzhou Yueyang Ark Technology Co., Ltd. as the legal company operating Sosshome™.
It is not automatically the merchandise return warehouse.
The appropriate return facility may vary according to product type, inventory allocation, fulfillment location, and delivery destination.
Once a return is approved, customer support will provide the applicable return destination.
Preference-Based Returns
Examples of preference-based returns may include:
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changing your mind;
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ordering a product that does not suit the intended room;
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selecting an unsuitable color or variation;
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deciding the style does not match personal preference;
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or no longer requiring a correctly supplied item that materially matches its description.
For this type of return, the customer is generally responsible for reasonable return transportation costs.
A trackable transportation service is recommended where available.
Items Damaged on Arrival
If a product arrives materially damaged, contact us promptly.
Reasonable supporting information may include:
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a photograph of the complete product;
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photographs showing the damaged area;
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photographs of outer packaging;
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photographs of internal protective packaging where relevant;
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and a short description of the issue.
Defective Products
If a product has a suspected structural or functional defect under ordinary intended use, contact customer support.
Photographs or short video may be requested when reasonably useful for evaluating the reported problem.
Incorrect Products or Variations
If the product, color, size, pattern, configuration, or variation received differs materially from the submitted order, contact us.
Once the discrepancy has been confirmed, an appropriate solution will be provided.
Missing Components
For products supplied with multiple parts, hardware, covers, inserts, attachments, or other listed components, please contact us if an expected part is missing.
Customers should contact us before returning the entire product.
Depending on the circumstances, an appropriate solution may include:
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supplying the missing component;
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replacement;
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refund;
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or another reasonable remedy.
Material Difference From Product Description
Customers may request a review where the delivered product is materially inconsistent with its principal description.
Minor visual differences caused by room lighting, photography, screen calibration, material texture, or reasonable manufacturing tolerances do not automatically constitute a material discrepancy.
Return Transportation Responsibility
For an ordinary preference-based return involving correctly supplied merchandise, the customer is generally responsible for reasonable return transportation costs.
Where the item is confirmed to have:
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arrived materially damaged;
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been defective;
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been incorrectly supplied;
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or been materially inconsistent with its description because of our fulfillment process,
we will provide an appropriate solution without requiring the customer to bear additional return transportation costs caused by the confirmed issue.
Inspection of Returned Merchandise
When an authorized return arrives at the designated facility, it may be reviewed to confirm:
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product identity;
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condition;
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completeness;
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included components;
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and consistency with the approved return request.
Ordinary wear to external packaging alone will not automatically invalidate an otherwise eligible return.
Refund Approval
Where a refund is approved, normal completion time is 7–10 business days.
The period begins after approval.
External transaction systems may affect the precise date on which the completed amount becomes visible.
If more than 10 business days have passed after confirmation of approval, contact:
Cancellation Requests
Customers wishing to cancel an order should contact us as soon as possible and before dispatch.
We will make reasonable efforts to stop an order while cancellation remains operationally possible.
When Cancellation Is No Longer Possible
Once warehouse processing or carrier handling has progressed too far, an order may no longer be capable of cancellation.
Where eligible, the customer may still use the 30-day return process after delivery.
Fair Return Handling
Our return procedure is designed to verify the relevant order and direct products to the correct receiving facility.
It is not intended to create unnecessary barriers solely to prevent eligible customers from requesting a return.
Confirmed fulfillment errors or genuine product problems will be reviewed fairly according to the circumstances.