Return & Refund Policy
This policy may be updated from time to time. The version in effect at the time of purchase will apply to that order.
1. Return Authorization & Contact Info
- Prior Approval Required: Please contact us before returning any item. Returns sent without prior written approval will be refused and returned to the sender.
- How to Initiate a Return: To start a return, you must email our official support team at [email protected] within your eligibility window.
Please include your Order Number, product photos, and the specific reason for the return.
2. Order Cancellation Policy
- Standard Stock Hardware Orders: Orders for non-custom, stock hardware items (such as unprinted frames, poles, or bases) can only be canceled free of charge BEFORE the shipment has been dispatched from our warehouse.
Once the tracking number is generated, it cannot be canceled and must be handled under our standard hardware return policy (subject to a 15% restocking fee and customer-paid return shipping).
- Custom-Printed & Made-to-Order Items:
* Before Production: You may cancel your custom order for a full refund ONLY before you officially approve the digital print proof.
* After Production Begins: Once you have approved the proof and production has actively begun at our facility, the order becomes strictly non-cancelable, non-returnable, and non-refundable. We cannot stop production or reuse custom materials printed with your branding.
- Shipped Orders: Under no circumstances can any order be canceled after it has been shipped.
If you refuse delivery from the carrier upon arrival, all return shipping expenses, original freight costs, and any customs destruction fees will be deducted directly from your payment.
3. Non-Custom Hardware Returns & Specific Return Address
Eligible non-custom hardware items, including frames, poles, bases, and certain stock accessories, may be returned within 30 days of delivery if all of the following conditions are met:
- The item is entirely unused, unassembled, and returned in its original product packaging with all original parts and manuals.
- Restocking Fee: A 15% restocking fee applies to all approved non-custom hardware returns, which will be deducted from your final refund amount, unless the return is due to our fulfillment error.
- Return Shipping Costs & Customs Duties: Return shipping fees, logistical expenses, and any customs duties, tariffs, or import taxes incurred when the shipment re-enters China are the 100% sole responsibility of the customer.
SoonDisplay will deduct any such customs charges directly from the final refund amount.
- Specific Return Address: Approved returns must be shipped back to our designated fulfillment center in China within 7 days of receiving your return authorization:
* Company: Yongkang Shuoda E-commerce Co., Ltd.
* Street Address: No. 107 Yuanxi Road, Huangchengli Village, Dongcheng Subdistrict
* City/Province/Zip: Yongkang City, Jinhua City, Zhejiang Province, 321300, China
- Original Shipping Charges: Original shipping charges paid at checkout are strictly non-refundable.
4. Custom-Printed Graphics and Made-to-Order Items
Custom-printed graphics and other made-to-order promotional items are produced specifically for your brand requirements.
Therefore, they are completely non-returnable and non-refundable for non-defect reasons.
No returns, exchanges, or refunds will be accepted for reasons including, but not limited to:
- Buyer’s remorse, change of mind, or event cancellations.
- Incorrect size selection, compatibility issues, or ordering the wrong hardware frame.
- Delays caused by late artwork submission or late digital proof approval by the customer.
- Customer-provided artwork errors discovered after proof approval (including typos, low-resolution files, incorrect colors, or layout misalignment).
5. Defects, Printing Errors, and Shipping Damage
If your order has a manufacturing defect, a printing error that does not match your approved digital proof, or clear shipping damage, please contact us promptly.
- Reporting Window: For shipping damage or missing packages, you must notify us within 48 hours of delivery via [email protected] and provide clear photos of the outer shipping carton/packaging, the shipping carrier label showing the tracking number, and the damaged item(s) or print area.
- Our Resolution: Depending on the evaluation of the issue, we will, at our discretion: Free-of-charge replace affected parts, reprint graphics and rush-ship the corrected item, or issue a partial/full refund if a physical replacement is not feasible for your upcoming event date.
6. Refund Method, Path & Timing
- Clear Refund Path: After we receive, inspect, and log your approved hardware return at our warehouse, eligible refunds will be issued strictly back to the original channel and account used during checkout:
* Credit Card Payments : Refunds will be credited back to the exact same credit card account.
* PayPal Payments: Refunds will be credited back to the original PayPal account.
- Timing: We process refunds on our end within 2–5 business days.
Please note that your bank, credit card issuer, or payment provider may require an additional 3–7 business days to credit the balance back to your account statement.
- Contact Email: For any further assistance regarding your refund status, please contact [email protected].