Introduction to Refund Policy

Basic Rules for Return Application

1. Return Time Limit Regulation
   
   
   soylent.it.com provides a 60-day global return service for all products sold on the platform. The calculation starting point of the 60-day return period is the date when the user signs for and receives the goods. Within 60 calendar days after you receive the ordered products, if you are not satisfied with the products, the products do not match your expected use demands, or you need to return the goods due to other legitimate personal reasons, you can initiate a return application to the platform in accordance with the prescribed procedures. The 60-day return period is longer than the industry conventional standard, aiming to leave sufficient time for users to experience and inspect the products, and eliminate the rush pressure caused by the short return cycle.
   
   
   Once the 60-day return period expires, the system will automatically close the return application entrance of the corresponding order. For orders beyond the return time limit, we will no longer accept return applications under normal circumstances. If the product has quality problems that are not found when receiving the goods and appear after the return period expires, you can contact our customer service team through support@soylent.it.com, explain the specific product problems in detail and provide real evidence photos. We will arrange professional quality inspection personnel to verify the situation. For the products confirmed to have inherent quality problems, we will formulate targeted solutions according to the actual situation.
2. Conditions for Eligible Returned Goods
   
   
   To ensure the normal secondary sales and inventory management of returned products, the returned goods applied by users within the 60-day return period need to meet the corresponding commodity status conditions. First of all, the returned products should be kept intact, and no man-made damage, extrusion, pollution, mildew and other problems shall occur. Secondly, the original outer packaging, product accessories, attached labels and instructions of the products need to be returned together with the goods, and the packaging should not be severely damaged or discarded at will. For unopened and unused Soylent products, they fully meet the return conditions; for products that have been partially opened and used, if the product quality is normal and there is no deterioration, damage and other problems caused by personal use, we also support the return application.
   
   
   We fully consider the trial use demands of users for nutritional products. As daily meal replacement products, Soylent goods need users to experience the taste and effect personally. Therefore, we do not set harsh restrictions on a small number of trial-used products, but we require users to properly keep the remaining products and packaging to avoid serious damage affecting secondary sales. If the returned goods are seriously damaged, completely polluted, deteriorated or lost most of the accessories due to improper storage and use by users, the platform has the right to reject the return application or deduct the corresponding loss amount after comprehensive evaluation.
3. Free Return Shipping Service
   
   
   All return behaviors on soylent.it.com enjoy the free return shipping service. After the user’s return application is approved by the platform, when you send the returned goods back to the designated warehouse address of soylent.it.com, all the logistics freight generated in the return link shall be borne by the platform, and users do not need to pay any return freight fees. This free return service covers all regions around the world, and there is no regional difference or additional threshold.
   
   
   After your return application is approved, our customer service will send you the official return warehouse address and return operation guidelines via email. You only need to select a conventional logistics carrier to deliver the returned goods to the designated address, and keep the return logistics tracking number properly. After the goods are delivered, you need to fill in the return logistics number in the return system of the order details page of soylent.it.com, so that we can track the return logistics status in real time. Please do not send the returned goods to other unofficial addresses at will, so as to avoid the loss of the goods and affect the progress of the refund.

Complete Process of Return and Refund Application

1. Initiate a Return Application
   
   
   Within the 60-day return period after receiving the goods, log in to your personal account on soylent.it.com, enter the order details page of the corresponding transaction order, find the "Return Application" button, and click to enter the return application page. According to the actual situation, select the return reason that matches your situation from the optional reasons list, fill in the detailed description of the return demand in the text box, and upload real photos and videos of the products (especially when the return is due to product damage, quality problems and other reasons, relevant evidence needs to be attached). After filling in all the information completely and confirming that it is correct, submit the return application.
   
   
   After the application is submitted, the platform system will automatically receive your request, and the after-sales audit team will review your return application within 1 to 2 working days. For simple return applications with complete information and clear reasons, the audit will be completed quickly; for return applications involving product quality problems and abnormal goods receipt, the auditors will carefully check the evidence materials you uploaded, and may send emails to you to supplement relevant information if necessary. Please pay attention to the reply information of the official email during the audit period.
2. Send Back the Returned Goods
   
   
   After your return application is approved, you will receive an approval notification via email and platform system message. The notification will clearly inform you of the designated return warehouse address, the time limit for sending back the goods and the matters needing attention for return packaging. Please complete the delivery of the returned goods within the time limit specified in the notification. After delivering the goods, fill in the return logistics tracking number in the order return page in a timely manner to complete the logistics information entry. Our logistics team will track the return package in real time until the goods arrive at the return warehouse.
   
   
   During the return transportation process, please properly package the returned goods again to prevent the products from being damaged in the secondary transportation. If the returned goods are lost or seriously damaged during the return transportation due to the user’s improper packaging and selection of irregular logistics carriers, we will negotiate with you to solve the problem according to the actual situation of the goods loss.
3. Warehouse Inspection and Confirmation
   
   
   After the return package arrives at the designated warehouse of soylent.it.com, the warehouse staff will receive the package first, and then the professional quality inspection personnel will inspect the returned goods comprehensively. The inspection contents include whether the product quantity is consistent with the return application, whether the product body is intact, whether the packaging and accessories are complete, and whether there is deterioration, pollution and other quality problems. After the inspection is completed, the inspection results will be recorded in the system in real time.
   
   
   If the goods pass the inspection and meet all return conditions, the system will automatically enter the refund processing link; if the goods fail to pass the inspection due to damage, loss of accessories and other problems, the after-sales team will send an email to you to inform you of the inspection results, explain the reasons for failing the inspection, and negotiate with you on subsequent solutions such as changing the return scheme and deducting losses.
4. Refund Processing and Time Limit
   
   
   After the returned goods pass the warehouse inspection and confirmation, soylent.it.com will start the refund procedure uniformly. Our stipulated refund processing cycle is 5 to 10 working days. Within 5 to 10 working days from the date of passing the goods inspection, we will complete the refund transfer operation. The refund path will follow the original payment path, that is, the funds will be returned to your original payment account used when placing the order. We do not support changing the refund account at will, so as to ensure the safety of fund transactions.
   
   
   The specific arrival time of the refund funds is affected by the processing rules of your payment platform and bank. After we complete the refund transfer on our side, some payment channels can arrive in real time, and individual banks and third-party payment platforms may have a delay of 1 to 3 working days in fund arrival. If you do not receive the refund funds beyond 10 working days after the goods pass the inspection, please check the transaction record of the original payment account first. If it is confirmed that the funds have not arrived, contact our customer service team via support@soylent.it.com with the order number, and we will check the refund transfer record for you and track the fund arrival progress.

Classification Handling of Different Return Scenarios

1. Return Due to Personal Reasons
   
   
   If the user initiates a return application due to personal reasons such as inappropriate product taste, temporary change of demand, wrong purchase specification and personal dislike, as long as the goods are within the 60-day return period and the product status meets the return conditions, we will accept the return in accordance with the process. The platform bears the return freight, and the full amount of the product payment will be refunded after the goods are inspected and qualified. The logistics freight generated by the original delivery is borne by the platform, and no deduction will be made from the refund amount.
2. Return Due to Product Quality Problems
   
   
   When the user receives the goods and finds that the products have inherent quality problems such as deterioration, peculiar smell, defective workmanship and formula failure, please take photos and record the evidence in time, and initiate a return application within the 60-day return period and attach the evidence materials. After verifying that the product does have quality problems, we will give priority to reviewing and passing your return application. You can choose to return for a full refund or exchange for new products. If you choose to exchange goods, we will arrange the delivery of new products for you within 1 to 3 working days after receiving and inspecting the returned defective products, and the new products also follow the unified delivery cycle and free shipping service. All expenses incurred in the return and exchange process shall be borne by the platform.
3. Return Due to Platform and Logistics Errors
   
   
   If the return is caused by the platform’s wrong delivery of products, wrong specifications, missing accessories, or the goods are damaged and polluted due to logistics transportation errors, after the user feeds back the problem and provides evidence, we will take the initiative to assume all responsibilities. We will quickly pass your return application, and you can choose full refund, re-delivery of correct products and other solutions. For such returns caused by our side errors, we will simplify the audit process and speed up the refund and re-delivery progress to minimize the trouble caused to users.
4. Cancellation of Orders Before Shipment
   
   
   For the orders that have been paid but not yet shipped (within 1-3 working days of the delivery processing cycle), users can directly apply for order cancellation in the order details page. After the cancellation application is reviewed and passed, we will directly carry out the refund operation, and the refund will also be completed within 5 to 10 working days. Since the goods have not been shipped, there is no need to generate return logistics, and the whole process is more convenient.

Non-Refundable Special Provisions

Policy Revision and Interpretation Right