Refund and Returns Policy

01 Scope of This Policy

This policy applies to all products purchased directly from SoarApex through our official website or authorized sales channels. It covers:

• Standard catalog products (ready-to-ship items).
• Customized and OEM/ODM products (built to your specifications).
• Bulk orders and enterprise procurement contracts.

Different terms may apply depending on the product category and order type. Specific conditions are described in the sections below.

02 Return Window

For standard catalog products, you may request a return within 30 calendar days from the date of delivery, provided the product meets the conditions below.

For customized, OEM/ODM, or bulk orders, returns are evaluated on a case-by-case basis and must be agreed upon in writing before shipment. Please refer to Section 4 for details.

03 Return Conditions

To be eligible for a return, the product must meet all of the following conditions:

• The product must be unused, undamaged, and in its original packaging.
• All accessories, manuals, cables, and original documentation must be included.
• The product must not show signs of installation, modification, or physical damage.
• A valid proof of purchase (order number or invoice) must be provided.
• The return must be authorized in advance by our support team via info@soarapex.com.

Returns that do not meet these conditions may be refused or subject to a restocking fee.

04 Customized Products & Bulk Orders

Because customized and OEM/ODM products are manufactured specifically for your requirements, they are generally not eligible for return or refund unless one of the following applies:

• The product arrived with a manufacturing defect or damage during transit.
• The product does not match the agreed specifications in the signed contract or proforma invoice.
• Both parties mutually agree in writing to a return or replacement.

Bulk orders placed under a purchase contract may be subject to separate return terms defined in that contract, which will take precedence over this general policy.

05 Defective or Damaged Products

If your product arrives defective or damaged, please contact us within 7 calendar days of delivery. We will arrange one of the following remedies:

• Replacement with an identical or equivalent product.
• Repair by our technical team or an authorized service partner.
• Full or partial refund, depending on the situation.

To process your claim, we may request photos, videos, or a written description of the issue. In some cases, a third-party inspection may be required to verify the defect.

06 Refund Process

Once a return is approved and the product has been received and inspected, refunds will be processed as follows:

• Refund method — refunds are issued via the original payment method (bank transfer, credit card, PayPal, etc.).
• Processing time — refunds are typically processed within 7–14 business days after inspection. Bank transfer refunds may take longer depending on your bank.
• Currency — refunds are issued in the same currency as the original payment. Exchange rate differences are not covered by SoarApex.
• Fees — any transaction fees charged by banks or payment processors are non-refundable.

07 Return Shipping Costs

Shipping costs for returns are handled as follows:

• Defective or incorrect products — SoarApex covers the return shipping cost.
• Non-defective returns — the customer is responsible for all return shipping costs, including any customs duties or taxes.
• Customs and import fees — any duties, taxes, or clearance fees incurred on the return shipment are the customer’s responsibility unless otherwise agreed in writing.

We recommend using a trackable shipping method. SoarApex is not responsible for returns lost in transit.

08 Non-Returnable Items

The following items are not eligible for return or refund:

• Customized, OEM/ODM, or private-label products (unless defective).
• Products that have been installed, modified, or damaged by the customer.
• Software licenses, digital downloads, or activation keys.
• Consumable parts and accessories that have been used.
• Products returned without prior written authorization from SoarApex.
• Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.

09 Order Cancellation

Order cancellation depends on the production and shipping stage:

• Before production starts — full refund, no cancellation fee.
• After production starts — partial refund may apply, based on the costs already incurred.
• After shipment — cancellation is not possible. The return policy applies instead.

To cancel an order, please contact us immediately at info@soarapex.com.

10 Dispute Resolution

We encourage customers to contact us first to resolve any issue amicably. If a dispute cannot be resolved through mutual negotiation, both parties agree to resolve it through the following process:

• Written notice of the dispute to info@soarapex.com.
• Good-faith negotiation within 30 days.
• If unresolved, the dispute will be submitted to the competent court in Shenzhen, China.

11 Contact Us

If you have any questions about this Refund and Returns Policy or want to request a return, please contact us:

• Email: info@soarapex.com
• Phone: +86-755-2324-3136
• Address: 4th Floor, Building 1, Lebao Industrial Park, Guangqiao Road, Guangming District, Shenzhen City, Guangdong Province, P.R.C