Returns, Refunds & 1-Year Limited Warranty

Effective September 9, 2026. Revised October 23, 2026 (Shipping Protection now includes a 1-year return window and replace-only device cover). This policy applies to purchases made directly from sohimi.com. Orders placed before this date remain eligible for any stronger rights stated at the time of purchase. Nothing in this policy limits rights that cannot be excluded under applicable law.

Policy at a Glance

• 30-Day Unopened Returns: Request a return within 30 calendar days after delivery. The product must be unopened, unused, in its original packaging, and have every hygiene seal intact. With Shipping Protection this window extends to 1 year.
• 7-Day Delivery Issue Promise: Report a wrong, missing, visibly damaged, or non-functioning-on-arrival item within 7 calendar days after delivery.
• 1-Year Limited Warranty: Eligible SOHIMI-branded rechargeable and electronic devices are covered for defects in materials or workmanship for one year from the original purchase date.
• Shipping Protection (optional, $1.99): The three rights above are included on every order at no cost and apply whether or not you buy Shipping Protection. Purchasing adds three things: the return window extends from 30 days to 1 year; eligible devices are covered by replace-only service for 1 year (we send a working replacement, you do not need a repair); and there is one-time replacement if a package is stolen after delivery. Declining removes nothing. See Shipping Protection below.

Order Cancellations

Contact [email protected] as soon as possible. We can cancel and fully refund an order only before it has been fulfilled or dispatched. After dispatch, an order cannot be cancelled, but an eligible unopened item may be returned under the policy below.

30-Day Unopened Returns

You may request a preference-based return within 30 calendar days after the carrier records delivery. If the order includes Shipping Protection, this window is extended to 1 year (365 calendar days), with all other conditions unchanged.

You may request a preference-based return within 30 calendar days after the carrier records delivery. To qualify, the item must be unopened, unused, in its original packaging, and have all hygiene seals intact. Include your order number or other proof of purchase.

Because these are intimate wellness products, opened, unsealed, or used items cannot be returned for preference reasons. A verified defect remains eligible for the delivery-issue or limited-warranty process.

For an approved preference return, SOHIMI covers reasonable standard return shipping. You do not pay to send an eligible item back. Original shipping charges, expedited-shipping charges, package-protection fees, customs duties, and taxes that cannot be recovered are not refundable. Exception: if a Shipping Protection claim is approved and the order is refunded in full, the Shipping Protection fee is refunded with it. SOHIMI does not charge a restocking fee.

Gift cards, opened lubricants or consumables, personalized items, mystery boxes, and items clearly marked “Final Sale” are not eligible for preference returns. This exclusion does not remove any rights that apply to defective, damaged, or misdescribed goods.

7-Day Delivery Issue Promise

Contact us within 7 calendar days after delivery if an order is wrong, incomplete, visibly damaged, or a device does not function on arrival. Keep the product, packaging, and shipping label while we review the claim. We may request photos, a short video, or other reasonable information needed to verify the issue.

For an approved delivery issue, SOHIMI will provide an appropriate replacement, reshipment, or refund and will cover reasonable standard shipping costs required to resolve the claim.

Packages that never arrive. If tracking shows that a package was not delivered within the estimated delivery window stated in our Shipping Policy, contact us and we will investigate with the carrier and provide a replacement or a full refund at no charge. This applies to every order whether or not Shipping Protection was purchased, and no separate claim is required.

1-Year Limited Warranty

SOHIMI-branded rechargeable and electronic devices are covered by a 1-Year Limited Warranty from the original purchase date against defects in materials or workmanship that affect normal product function.

To make a claim, contact [email protected] with your order number, product name or SKU, a description of the problem, and clear photos or video when reasonably requested. We may first provide troubleshooting steps. For an approved claim, SOHIMI may repair or replace the product. If a suitable replacement is unavailable, we may provide a refund or store credit as appropriate.

This limited warranty does not cover normal wear, cosmetic deterioration that does not affect function, accidental damage, misuse, incorrect charging, use outside the product’s stated water-resistance rating, unauthorized modification or repair, loss or theft (except as expressly provided under Shipping Protection below), or damage caused by improper cleaning, storage, or incompatible lubricants. Non-electronic products and consumables remain covered for delivery errors or defects reported under the 7-Day Delivery Issue Promise and any rights required by applicable law.

If we replace a product, the warranty period continues from the original purchase date. When SOHIMI requires a physical return for an approved covered claim, we will provide return instructions and cover reasonable standard return and replacement shipping.

Shipping Protection

Shipping Protection is an optional upgrade to the standard service every SOHIMI order already receives. Your 1-year limited warranty, 30-day returns, free returns, free shipping, and 7-day delivery issue promise are included with your order at no extra cost and are not reduced, delayed, or made conditional by this add-on. Buying it upgrades specific parts of that service; declining it leaves the standard service fully intact.

Shipping Protection costs $1.99 per order. It is selected by the customer at checkout and is never added automatically. It is a service provided by SOHIMI, not an insurance product, and no third-party insurer is involved.

What every order includes, with or without Shipping Protection

• 1-year limited warranty on eligible SOHIMI-branded rechargeable and electronic devices, from the original purchase date.
• 30-day returns for unopened, unused items with intact hygiene seals, with return shipping covered by SOHIMI and no restocking fee.
• 7-day delivery issue promise for wrong, missing, visibly damaged, or non-functioning-on-arrival items, resolved at no charge.
• Free shipping on every order, with a replacement or full refund if a package is lost in transit and never delivered.

What Shipping Protection upgrades

• Return window: 30 days → 1 year. The preference-return window for unopened, unused items with intact hygiene seals is extended from 30 calendar days to 1 year (365 calendar days) after the carrier records delivery. Every other return condition stays the same, including hygiene-seal requirements and SOHIMI covering return shipping.
• Device cover: repair-or-replace → replace only. For eligible SOHIMI-branded rechargeable and electronic devices, a defect covered by the 1-Year Limited Warranty is resolved by sending a new replacement of the same model. There is no repair round-trip and you do not need to accept a repair. This applies once per item within the 1-year warranty period. The warranty start date does not reset when a replacement is sent.
• Stolen after delivery: added. If the carrier's tracking confirms delivery to the address on the order but the package is then taken, SOHIMI will provide one replacement of the items, or a full refund if you prefer. This applies once per order and is not part of the standard service.
• Claim handling: no evidence required. For a delivery-issue or stolen-package claim, SOHIMI will begin processing without requiring photographs, video, or a carrier investigation.

How replace-only cover works

Replace-only cover is an upgrade to the 1-Year Limited Warranty and applies only to orders that include Shipping Protection. It changes how an approved warranty claim is resolved, not whether the defect is covered: the same defect, wear and exclusion rules apply.

• What you receive: a new replacement of the same model, shipped at no cost to you. If the exact model is discontinued or out of stock, we will offer an equivalent model or a full refund of the item price, at your choice.
• What you do not do: you are not asked to accept a repair, pay for return shipping, or wait through a repair cycle.
• Returning the faulty item: because these are intimate wellness products, a used item cannot be resold and returning it creates a shipping cost larger than its residual value. We therefore do not require the faulty item back in most cases. We may ask for photos, a short video, or the serial or order details to confirm the defect. If we do ask for the item back, we cover the shipping.
• Limit: one replacement per item. A replacement does not reset the warranty period, which continues from the original purchase date. A second defect in the same item is handled under the standard warranty, which may include repair.

How to claim

Time limits differ by claim type. A stolen-after-delivery claim must be reported within 7 calendar days of the delivery scan. A delivery-issue claim follows the 7-Day Delivery Issue Promise. A replace-only device claim may be made at any time within the 1-year warranty period, and a return may be requested at any time within the 1-year return window.

Email [email protected] with your order number and the type of claim. For a stolen-package claim we may ask you to confirm the delivery address and, where the carrier allows, to file a carrier report. You do not need to provide photographs or video to open any Shipping Protection claim, though for a device defect we may ask for a short video or the order details to confirm the fault.

What Shipping Protection does not cover

It does not cover: items that were delivered correctly and later misplaced or lost by the customer; damage caused after delivery; theft where the carrier's tracking does not show delivery at all (that is handled under the 7-Day Delivery Issue Promise at no cost); a second stolen-package replacement for the same order; a second replace-only replacement for the same item; orders where the fee was not paid; and any loss, theft, or damage excluded from the 1-Year Limited Warranty other than the stolen-after-delivery case described above.

Relationship to your other rights

Shipping Protection is additive only. It does not condition, delay, restrict, or replace any right you have under the 7-Day Delivery Issue Promise, the standard 1-Year Limited Warranty (including repair as an option on orders without Shipping Protection), the standard 30-day return window, free shipping, free returns on eligible unopened items, or applicable consumer law. Those rights apply in full whether or not you purchase Shipping Protection. If you did not purchase it and your package is lost or damaged in transit, contact [email protected] and we will resolve it under the 7-Day Delivery Issue Promise at no charge.

Refunds of the fee

If an order is cancelled before dispatch, or returned in full with Shipping Protection attached and no claim has been paid out, the $1.99 fee is refunded. If a Shipping Protection claim has already resulted in a replacement or refund, the fee is not refunded separately.

How to Start a Return or Claim

Email [email protected] before sending anything back. Include your order number and the reason for the request. Do not send a package to the address on the original shipping label unless our support team confirms it as the correct return address.

After authorization, ship an eligible return within 7 calendar days using the instructions provided by our support team.

Refund Timing

After an approved claim, or after an authorized return is received and inspected, SOHIMI will issue the approved refund to the original payment method within 5 business days. Your bank or card issuer may need an additional 5–10 business days to post the credit.

If a confirmed refund has not appeared after that period, contact your bank or card issuer and then email [email protected] with your order number.