Refund policy
Thank you for shopping at SONGDI SU. We are committed to providing our customers with high-quality products and a satisfactory shopping experience. If you are not completely satisfied with your purchase, we are here to help.
1. Refund Eligibility
Customers may request a refund within 30 days from the date of receiving the product.
To be eligible for a refund, the following conditions must be met:
- The item must be unused and in the same condition that you received it.
- The product must be in its original packaging with all accessories, tags, and documentation included.
- Proof of purchase or order information must be provided.
- The product must not be damaged due to misuse, improper handling, or unauthorized modifications.
Items that do not meet these requirements may not be eligible for a refund.
2. Non-Refundable Items
The following items are generally not eligible for refunds:
- Products that have been used, washed, damaged, or altered.
- Items without original packaging or missing accessories.
- Customized or personalized products.
- Clearance or final sale items (unless the product arrives damaged or defective).
3. Return Request Process
To request a refund, please contact our customer service team:
Company Name: SONGDI SU
Address: 18 Kirkland Crescent, Harewood, Christchurch 8051, New Zealand
Email: contact@songdimart.shop
Phone: +64 21 3726841
Please include the following information in your refund request:
- Order number
- Customer name
- Product details
- Reason for return
- Photos or videos of the product (if the item is damaged or defective)
Our customer service team will review your request and provide further instructions.
4. Return Shipping Costs
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, SONGDI SU will be responsible for the return shipping costs.
After confirming the issue, we will provide appropriate return instructions and cover reasonable return shipping expenses.
Customer Preference Returns
If the return is due to personal reasons, such as:
- Changed your mind
- Ordered the wrong size or style
- No longer need the product
- Personal preference
The customer will be responsible for the return shipping costs.
Return shipping fees are non-refundable unless the return is caused by an error on our part.
5. Refund Processing
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
If your refund is approved:
- The refund will be processed to your original payment method.
- Refund processing time may take 5–10 business days, depending on your payment provider or financial institution.
- Original shipping fees are generally non-refundable unless the product received was incorrect, damaged, or defective.
6. Late or Missing Refunds
If you have not received your refund after the expected processing time:
- Please check your bank account or payment provider again.
- Contact your credit card company or payment provider.
- If the issue remains unresolved, please contact us at:
Email: contact@songdimart.shop
We will assist you with the refund status.
7. Exchanges
We currently do not offer direct exchanges.
If you need a different product, size, or style, please request a return according to this policy and place a new order separately.
8. Cancellation Policy
Orders may be cancelled within 24 hours after purchase if the order has not yet been processed or shipped.
Once an order has entered the shipping process, cancellation requests may no longer be accepted. Customers may request a return after receiving the product according to this refund policy.
9. Contact Information
If you have any questions regarding refunds or returns, please contact us:
SONGDI SU
18 Kirkland Crescent, Harewood, Christchurch 8051, New Zealand
Email: contact@songdimart.shop
Phone: +64 21 3726841
Thank you for choosing SONGDI SU. We appreciate your trust and are committed to providing excellent customer service.