Return & Refund Policy

Once an order is confirmed, SOAN does not accept return or refund requests. However, in the cases listed below, we are more than happy to work with our patrons to find an amicable solution that is fair to all parties. 

In Case of a Damaged Product

  • SOAN must be notified of any damaged product within 2 days of the delivery date via email at info@soanfoods.com.
  • The email should include the order number, image of the invoice, 1 image of the outer box, 2 clear images of the damaged product, and an unboxing video clearly showing the damage.
  • In case of multiple-item shipments, only the affected product will be eligible for return and replacement.
  • We will promptly re-send and replace the damaged product(s), and work with you to provide an amicable solution.
  • Emails will be responded to within 24-48 hours, with full assistance provided thereafter. 

In Case of a Missing Product

  • SOAN must be notified of any missing product within 2 days of the delivery date via email at info@soanfoods.com.
  • The email should include the order number, image of the invoice, 1 image of the outer box, 2 clear images of the opened box, and an unboxing video showing all items received.
  • Refunds will not be issued, but we will be happy to promptly re-send the missing product.
  • Emails will be responded to within 24-48 hours, with full assistance provided thereafter.

In Case of a Spoiled Product

  • SOAN must be notified of any spoilage within 2 days of the delivery date via email at info@soanfoods.com.
  • The email should include the order number, packaging/manufacturing date, and clear images or a video showing the issue.
  • Please note, we cannot accept returns due to variations in taste, texture, colour, or aroma. Our products are natural and often handmade, which may result in slight batch differences. However, no compromise is made on quality or ingredient integrity. We will work with you to find an amicable solution.
  • Product replacement will be considered after due investigation and diligence. We assure a fair outcome at all times.
  • Emails will be responded to within 24-48 hours, with full assistance provided thereafter.