Return & Refund
SSDN Trading Co. aims to provide a clear and fair process for returns, replacements and refunds. This policy explains when a return may be requested, how a return is reviewed and how refunds or exchanges are handled.
1. Return Eligibility
Returns may be accepted in certain circumstances, subject to the conditions mentioned in this policy.
The general return request window is 7 days from the order date.
A return may generally be considered where the product has a manufacturing defect, or where the product received is damaged, missing, incorrect or otherwise requires review.
Products that have been used are generally not eligible for return.
2. Manufacturing Defects
An opened product may be considered for return where a manufacturing defect is identified.
SSDN may require photographs, videos or other information to assess the reported issue.
The product may be inspected before a return, replacement or refund is approved.
3. Product Condition
For a normal return request, the product must remain in the condition required for return approval.
Products that have been used, damaged after delivery or altered by the customer may not qualify for a return.
SSDN may inspect the returned product before approving a refund or exchange.
4. Damaged, Missing or Incorrect Products
If a package appears damaged when delivered, the customer should immediately take clear photographs and videos of the package and product.
For damaged, missing or incorrect products, an unboxing video is required.
The customer should raise a support request and provide the required photographs and videos for review.
Failure to provide the requested evidence may affect the ability to process the claim.
5. How to Request a Return
A return request may be initiated through any of the following channels:
- Email
- WhatsApp
- Website contact or support form
- Phone
When contacting SSDN, the customer should provide the relevant order details and explain the reason for the return request.
SSDN may request photographs, videos, order information or other details required to evaluate the request.
6. Return Review and Approval
Submitting a return request does not automatically mean that the return has been approved.
SSDN may review the request and inspect the product before approving a return, replacement or refund.
The final decision regarding eligibility will depend on the condition of the product, the reason for the return and the information provided by the customer.
7. Return Shipping Charges
For an approved return relating to a manufacturing defect, SSDN will bear the applicable return shipping cost.
For other approved return situations, applicable return shipping arrangements may be communicated to the customer before the return is processed.
If a partial payment was made for an order, applicable charges or adjustments may be deducted before any refund is processed.
8. Exchanges and Replacements
SSDN may offer an exchange or replacement in certain cases.
Exchange or replacement availability depends on the availability of the required product.
If the replacement product is unavailable, the requested exchange may not be possible.
In such cases, SSDN may communicate the available resolution to the customer.
9. Refunds
Refunds are processed only after the applicable return has been reviewed and approved.
SSDN may inspect the returned product before approving a refund.
Where a refund is approved, the applicable refund amount will be processed through the appropriate payment method or refund process.
The time required for the refund to reflect in the customer's account may depend on the payment provider or banking institution.
10. Order Cancellation and Refunds
Customers may request cancellation of an order before dispatch.
SSDN may also cancel an order in circumstances including incorrect pricing, stock-related issues, payment issues, suspected fraud or other order-processing concerns.
If SSDN cancels a prepaid order, the full amount paid for that order will be refunded, subject to the applicable payment process.
A cancellation fee may apply in certain orders where applicable.
11. Orders Returned as RTO
If a customer is unavailable when the delivery is attempted, the order may be returned to SSDN and treated as a Return to Origin (RTO).
Only one delivery attempt may be made.
If an order becomes an RTO because the customer was unavailable or otherwise unable to receive the order, any partial payment made by the customer may not be refunded.
If an order is returned to SSDN, applicable reshipping charges may also apply if the customer requests the order to be shipped again.
12. Wrong or Incomplete Address
Customers are responsible for providing accurate and complete shipping information.
If an incorrect or incomplete address is provided, SSDN may contact the customer to clarify or correct the delivery details.
Additional shipping or reshipping charges may apply where an order needs to be shipped again because of incorrect or incomplete information provided by the customer.
13. Inspection Before Refund
All returned products may be inspected before a refund or exchange is approved.
The inspection may consider:
- Product condition
- Manufacturing defect
- Physical damage
- Signs of use
- Missing components or accessories
- Packaging condition where applicable
- Information and evidence submitted with the return request
14. Non-Eligible Returns
A return may not be accepted where:
- The product has been used and does not qualify under a manufacturing-defect claim
- The product has been damaged after delivery due to customer handling
- The applicable return window has expired
- Required photographs or videos have not been provided for a damage, missing or incorrect-product claim
- The product does not meet the applicable return conditions
- The issue is not covered by the applicable return or warranty terms
15. Contact Us
For return, replacement or refund assistance, customers may contact SSDN Trading Co. through:
Email: support@ssdn.com
Website: ssdn.com
Support Hours: 9:00 AM to 9:00 PM
Customers may also contact SSDN through WhatsApp or phone using the available support details.