Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Your statutory right of withdrawal (customers in the European Union)
If you are a consumer resident in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, acquires physical possession of the goods. Where your order is delivered in several parts, the period runs from the day you receive the last item.

To exercise this right, inform us of your decision by a clear statement — for example, an email to sale.support@soarin.co. You may use the model withdrawal form at the end of this policy, but you are not obliged to.

The 30-day return window described above is offered voluntarily in addition to, and does not limit, your statutory rights.

Return shipping costs
You are responsible for the cost of returning the goods to us. Our fulfilment centre is located in Guangzhou, China, so please note that international return postage can be significant relative to the value of the item — we recommend checking the cost with your carrier before sending a return.

We pay the return shipping if the item is faulty, damaged in transit, or not what you ordered. In those cases, contact us first at sale.support@soarin.co and we will arrange the return at our expense.

Refunds
If you withdraw, we will reimburse all payments received from you, including the standard delivery cost of your original order, without undue delay and no later than 14 days from the day we are informed of your decision. If you chose a delivery method more expensive than our cheapest standard option, we will refund the standard delivery cost. We will use the same means of payment you used for the original transaction, and you will not incur any fees for the reimbursement.

We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.

Condition of returned items
To be eligible for a return under our 30-day policy, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Where you exercise your statutory right of withdrawal, you are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

How to start a return
Contact us at sale.support@soarin.co. Returns need to be sent to:

Guangzhou Poyun Clothing Co., Ltd.
No. 26 Hetai Road, Baiyun District
Guangzhou, Guangdong 510000
China

Address in Chinese for the carrier: 广州市白云区鹤泰路26号 广州市破云服饰有限公司

Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This does not affect your statutory rights in respect of faulty goods, including the legal guarantee of conformity.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom or personalised products made to your specification, and sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. Gift cards cannot be returned. Please get in touch if you have questions about your specific item.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)

To: Guangzhou Poyun Clothing Co., Ltd., No. 26 Hetai Road, Baiyun District, Guangzhou, Guangdong 510000, China — sale.support@soarin.co

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: