Refund policy
At Soumora Brand, we take pride in offering unique and personalized made-to-order products. Because our products are custom-made specifically for each order, please review the following Return and Refund Policy carefully before making a purchase.
Order Cancellation
You may cancel your order within 24 hours of placing it for a full refund.
To request a cancellation, please contact us at support@soumora.com and provide your order number and the email address used to place the order.
Once an order has entered production, cancellation may no longer be possible.
Returns
Because our products are made-to-order and customized for each customer, we generally do not accept returns due to a change of mind, ordering the wrong size, color, or design, or other customer preference.
However, if your item arrives damaged, defective, incorrect, or significantly different from your order, please contact us within 30 days of delivery at support@soumora.com.
Please include your order number, a description of the issue, and clear photos of the item you received so our support team can review your request.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
After reviewing your request, we may offer an appropriate resolution, including a replacement or refund, depending on the circumstances.
Refunds
If your refund request is approved, we will process the refund to your original payment method.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. The exact timing may vary depending on your bank, card issuer, or payment provider.
Non-Returnable Items
Because our products are personalized and made-to-order, we generally cannot accept returns or provide refunds for:
- Change of mind after the order has entered production.
- Incorrect information, size, color, design, or personalization submitted by the customer.
- Normal variations in color caused by differences in screen or display settings.
- Products that have been used, altered, or damaged after delivery.
This does not affect any rights you may have under applicable consumer protection laws.
Contact Us
If you have any questions, cancellation requests, return requests, or concerns regarding your order, please contact:
Email: support@soumora.com
Company: DUOH LLC
Address: 1942 Broadway Ste 314C, Boulder, CO 80302, United States