Innovative Foam Limited (“we” and “us”) is the operator of (https://sohomattress.in) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
- We offer free shipping within India on all products. We pay for shipping, octroi, and other taxes. You only pay the value of the ordered product.
- We currently ship products only within India. You can place orders from across the world but delivery addresses are restricted to India.
- Once we receive the product at our warehouse, we will refund the money or issue SOHO Store Credits, as per the refund policy.
- Any refunds if processed will be paid back to the customer bank account from which the payment has been originally made only/ all refunds if accepted will be done so within the first 15 days of the purchase where the same will be calculated from the date of purchase as per purchase invoice / order confirmation emailer received from the soho website.
- No refunds will be applicable post 15 days, which will be calculated from date of purchase on the purchase invoice / order confirmation emailer received from the soho website
- For Credit card/Debit card/Net Banking payments, it may take upto 2-5 business days for the refund amount to reflect in your account (depending upon your bank).
- SOHO Store Credits will be issued within 2-3 business days and can be used to purchase again from sohomattress.in
- For orders placed using SOHO Store Credits, the refund amount will be credited to your SOHO Wallet account only.
- Any SOHO Credits / cashback vouchers applied will be activated again.
- Please note that limited period offers which run for a specific period or product specific discounts may not be available by the time you return the order.
- Free Gifts cannot be returned or exchanged.
- Please email to our customer firstname.lastname@example.org support in case of any clarification.
4. Terms and Conditions for Returns
- sohomattress.in will not be responsible for any incorrect fund transfer/voucher issuance against returns arising due to erroneous input by the customers. The customer takes complete responsibility for the accuracy of the information provided.
- Prepaid refund will be initiated within 2 working days of receiving the product. It may take 2-5 business days for the amount, to reflect in your bank account.
- You can return either complete order or some items from the same order.
- Please make sure you seal the packet completely before handing over to courier partners.
- Please use separate packets for items from separate orders.
- You can return the product within 15 days of delivery and full refund will be processed to the accound / card from which the item was purchased.
- Once returns are received and accepted, refunds will be processed to the source account through which the purchase was made.
- We will notify you once this has been completed through email.
- Refund will NOT be credited to the source account/Card from where the purchase was made.
- We will refund the value of the goods returned but will NOT refund the value of any shipping paid.
- all mattress trial period / return if applicable is valid only within the first 15 days of the purchase which would be counted from the date of purchase as per the purchase invoice / order confirmation emailer received from the soho website.
- no trial period & no returns for pillows, bedsheets purchased from soho website.
- all soho products ( mattress & pillows )trials / returns if any are applicable would be counted as per within the first 10 days of the date of purchase as per the purchase invoice / order confirmation emailer received from the online marketplace ( flipkart, amazon pepperfry) / any refunds if applicable for online marketplace orders (amazon, flipkart, pepperfry) will be as per t&c of the respective online marketplaces only ( amazon, flipkart, pepperfry) / you are requested to raise the request for all the above directly with the online marketplace ( amazon, flipkart, pepperfry) helpline or customer support .
5. Warranty Returns
Innovative Foam Limited will happily honor any valid warranty claims, provided a claim is submitted within 1 year of receipt of items.
Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Innovative Foam Limited to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) a refund in store credit
(b) all soho products come with a 1 year limited liability warranty.
6. Delivery Terms
6.1 Transit Time Domestically
In general, domestic shipments are in transit for 1 – 7 days
6.2 Change Of Delivery Address
Orders placed before 12 PM NOON – India Standard Time will be dispatched the same day in select cities mentioned in the website, otherwise, within the next business day.
Our warehouse operates on Monday – Saturday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
6.3 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
6.4 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
6.5 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
6.6 Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6.7 Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please phone us at 1800-208-1212 or email us at email@example.com
There will be no service, no Dispatch or delivery on Sundays, National holidays, or during any unforeseen events such as natural calamity, strike etc.