Return & Refund Policy
A Practical Path When an Order Is Not Right
Last updated: November 11, 2026
Sometimes a purchase turns out to be unsuitable; sometimes the wrong product arrives or an item has a defect. These situations do not all have the same outcome. This Return & Refund Policy explains how Sokvela handles return requests and distinguishes voluntary returns from legal remedies for problem items.
1. The Return Request Period
You may request an eligible return within 30 calendar days after delivery. Contact service@sokvela.com before the end of that period with your order number, the product concerned, and the reason for your request.
Mandatory rights for damaged, defective, or misdescribed goods may apply beyond this voluntary return period.
2. When a Voluntary Return Is Eligible
For a change-of-mind request, the merchandise should generally remain unused beyond reasonable inspection, be in its original condition, and include relevant accessories and components. Original packaging should be provided where reasonably necessary. Please include sufficient purchase information so we can identify the order.
Some items may be excluded from voluntary returns where permitted by law, including qualifying personalized, perishable, or hygiene-sensitive products. Such exceptions do not remove legal remedies for defective or incorrectly supplied goods.
3. Requesting a Return
Contact support. Email service@sokvela.com with the order number, item name, and reason for the request.
Explain the problem. If the product is defective, damaged, or different from what you ordered, describe the issue and attach photographs where reasonably possible.
Receive instructions. We will review the request and, where a return shipment is needed, provide the authorized destination and relevant steps.
Send the package securely. Include relevant parts, follow the supplied instructions, and retain proof of shipping and any tracking details.
Do not mail products to the registered company address below unless our support team expressly authorizes that destination for your return.
4. Return Shipping Costs
For an eligible return based on personal preference or a change of mind, the customer generally pays the cost of return shipping unless applicable law requires otherwise.
If merchandise arrives defective, damaged, or incorrect, we cover applicable reasonable return transportation costs or provide another suitable remedy required by law. Please contact us before arranging expensive international shipping.
5. Inspection and Decision
When a returned product reaches the authorized destination, we may assess its condition, components, and the details of the request. We will explain the outcome and any additional steps. An item's failure to meet voluntary-return condition requirements does not by itself eliminate statutory remedies for a genuine product defect.
6. How Refunds Are Issued
For approved refunds, we normally initiate repayment within 10 business days after approval, unless applicable law provides an earlier deadline. Refunds generally return to the original payment method unless another arrangement is legally required.
Initiating repayment is not the same as the money appearing in your account. The bank, card issuer, or payment provider may require additional processing time. Whether original delivery charges are refundable depends on the reason for the return, the terms of the purchase, and mandatory consumer law.
7. No Restocking Fee
We do not charge a restocking fee for eligible returns. If the customer is responsible for voluntary return postage, that cost is separate from a restocking charge.
8. Damaged, Defective, Missing, or Wrong Products
Contact us as soon as reasonably possible if a product is broken, defective, missing parts, or materially different from its description or the item ordered. Provide the order number and a description, with photographs when available.
Depending on the facts and the law, the appropriate resolution may be repair, replacement, full or partial refund, or another legally required remedy. These rights are not necessarily limited to the voluntary 30-day window.
9. Cancellations and Exchanges
If you want to cancel an order, contact us before dispatch whenever possible. We will make reasonable efforts to assist, but a cancellation may not be possible after fulfillment has progressed. Once shipped, the return procedure and any mandatory withdrawal rights apply.
Exchanges depend on the reason for the request and product availability. If a direct exchange cannot be provided, an eligible return and separate purchase may be appropriate.
10. Parcels Returned by Carriers
If a package is returned due to an incorrect address, unsuccessful delivery attempts, or refusal of delivery, we will review the circumstances before determining the next steps. Any shipping expenses or refund adjustments will follow the disclosed terms and applicable law.
11. Rights Under Applicable Law
Nothing in this policy restricts consumer protections that cannot be waived, including mandatory delivery, quality, warranty, withdrawal, or refund rights. Where a legal requirement differs from these conditions, the mandatory legal rule takes priority.
12. Returns and Refunds Contact Information
Operating Company: Haikou Huanpeng Technology Co., Ltd.
Unified Social Credit Code (USCC): 91460000MAKEJD4F3W
Company Address: Room J201, Room 10-1120, 11th Floor, Building 10, Guoxingcheng, No. 4 Dayingshan East 3rd Road, Lantian Street, Meilan District, Haikou, Hainan Province
Support Email: service@sokvela.com
Contact Phone: +86 15879824631
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://sokvela.com