Refund Policy

You are entitled to cancel Your Order within 30 days without giving any reason for doing so.The deadline for cancelling an Order is 30 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us

1. Company Information

Legal Entity Name: Soft Graphic Services INC

Registered Office (USA):

518 Sams Hill Rd
Apartment 41 El Cajon

CA 92021

Customer Support Contact: Phone: +1-(855) 978-6614

Email: sales@shopsoftgraphic.net

By visiting this page on our website: https://www.shopsoftgraphic.net/

2. Refund Processing

2.1 Refund Method and Timeline

Refunds funds directly to the original payment method (debit or Credit card) used for the purchase. Initiated via the Dashboard or API, refunds take 5–10 business days to appear on the customer’s statement

4.2 Refund Amount

Your refund will include:

Full purchase price of the item

4.3 Partial Refunds

Partial refunds may be granted for:

Items with obvious signs of use
Items missing original packaging or accessories
Items returned after the 30-day window (at our discretion)
Items with damage not caused by shipping or manufacturing defects

5. Exchanges

We currently do not offer direct exchanges. If you need a different model or specification, please return your original item for a refund and place a new order. If you received a defective item and need a replacement, please contact our customer service team, and we'll expedite a replacement shipment at no additional cost.

6. Warranty Claims

6.1 Manufacturer Warranty

All our products include manufacturer warranties ranging from 90 days to 1 year. If your item develops a defect during the warranty period, you should first contact the manufacturer's warranty service. Warranty coverage includes parts and labor for manufacturing defects.

6.2 Our Support

Even though warranty service is provided by the manufacturer, our team is here to help. We can:

Assist with warranty claim initiation
Provide manufacturer contact information
Troubleshoot issues before filing a claim
Coordinate service center appointments

6.3 What's Not Covered

Warranties do not cover:

Normal wear and tear
Damage from accidents, misuse, or unauthorized modifications
Consumable parts (drums, fusers after rated life)
Software issues or user error
Cosmetic damage that doesn't affect functionality

7. Defective or Damaged Items

7.1 Reporting Damage

If you receive a damaged or defective item, please notify us within 48 hours of delivery. Take photos of the damage and packaging, as this will help us file a claim with the carrier and expedite your replacement or refund.

7.2 Resolution Options

For damaged or defective items, we offer:

Immediate replacement shipment (priority shipping)
Full refund including all shipping costs
Repair service through manufacturer (if preferred)

8. Order Cancellations

8.1 Before Shipment

You may cancel your order within 1 hour of placement without any fees. After 1 hour, if your order has not yet shipped, you may still request cancellation, but a 5% processing fee may apply.

8.2 After Shipment

Once an order has shipped, it cannot be canceled. You may refuse delivery or return the item following our standard return policy once received.

9. Restocking Fees

A 15% restocking fee may apply to returns of opened items that are not defective or were not shipped in error. This fee helps cover the costs of re-inspection, re-certification, and re-packaging. Items returned in unopened, original packaging are not subject to restocking fees.

10. Refused or Undeliverable Packages

If you refuse delivery or if a package is returned to us as undeliverable due to an incorrect address you provided, you will be responsible for all shipping costs, and a 10% restocking fee will be deducted from your refund. Please ensure your shipping address is accurate when placing your order.

11. Business and Volume Orders

Special return terms may apply to bulk orders (5+ units) or business accounts. Please contact your account manager or our B2B sales team at +1-(855) 978-6614 for information about return policies specific to business purchases.

12. State-Specific Return Rights

California Residents

California consumers have the right to cancel certain purchases within 3 business days under the California Home Solicitation Sales Act for sales over $25. For online purchases, California's "cooling-off" period does not apply, but our 30-day return policy exceeds this requirement.

New York Residents

Under New York General Business Law § 396-r, you have the right to cancel internet purchases within 30 days of receipt, which aligns with our standard return policy.

All States

If your state provides additional consumer protection rights beyond our policy, those rights apply to your purchase. Please contact us for clarification on state-specific rights.

13. Lemon Laws and Product Defects

While lemon laws typically apply to vehicles, we extend similar protection for defective products. If a product has a substantial defect that cannot be repaired after a reasonable number of attempts (typically 3 attempts), you may be entitled to a full refund or replacement, even outside the normal warranty period. This policy applies within the first year of purchase.

14. Dispute Resolution for Refunds

14.1 Internal Dispute Resolution

If you disagree with a refund decision, you may request escalation to our Customer Relations Manager. Contact us at contact@softgraphicservicesinc.net with your order number and detailed explanation. We will respond within 5 business days.

14.2 Third-Party Mediation

If internal resolution is unsuccessful, you may request non-binding mediation through the Better Business Bureau (BBB) or another mutually agreed-upon mediator. Mediation costs will be shared equally.

14.3 Legal Remedies

Nothing in this policy waives your right to pursue legal remedies, including small claims court. However, we encourage you to contact us first to resolve any issues amicably.

15. Return Fraud Prevention

To protect against return fraud, we may deny returns or issue partial refunds in cases of:

Serial number mismatch (item returned is not the item we shipped)
Excessive returns or pattern of abuse
Item significantly different from what was shipped
Missing high-value components

If we suspect fraud, we will contact you before taking action and may report fraudulent activity to law enforcement if necessary.

16. Product Recalls

In the event of a manufacturer recall, we will contact you via email and provide instructions for return, repair, or replacement at no cost to you. Recalled products can be returned regardless of our standard return window. We comply with all Consumer Product Safety Commission (CPSC) regulations regarding product recalls and safety notifications.

17. Environmental Disposal

Electronic equipment must be disposed of properly under federal and state e-waste regulations. If you need to dispose of a returned or replaced item, we can provide information about certified e-waste recycling facilities in your area. Some states prohibit disposal of electronics in regular trash.

18. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will apply to that transaction. Material changes will not be applied retroactively without your consent.

19. Contact Us

For questions about returns or refunds, please contact us:

Soft Graphic Services INC- Returns Department