Return and Exchange Policy

 

CANCELLATION POLICY

Once payment has been processed, SoyCraft.co does NOT accept cancellation requests. Please review your order carefully before completing your purchase.

GEOGRAPHIC COVERAGE

Singapore Orders

Our standard return and exchange policy applies to all orders delivered to Singapore addresses.

International Orders

  • All international sales are final. We do not accept returns or exchanges for orders shipped outside of Singapore.
  • International customers should review product descriptions, sizing guides, and photos carefully before purchase.
  • For questions about products before ordering, please contact hello@soycraft.co

Exception for Defective Items (International): If you receive a defective item on an international order, please contact hello@soycraft.co within 7 days with photographic evidence (see requirements below). We will assess your case and may offer store credit or a partial refund at our sole discretion. Depending on the case, physical return of the item may not be required.

RETURNS & EXCHANGES (SINGAPORE ONLY)

You may request a return or exchange for regular-priced items purchased from our online store only in the following circumstances:

  1. The item received has manufacturing defects, OR
  2. You received the wrong item

Important conditions:

  • Request must be made within 7 days of delivery
  • Items must be in original condition: unused, unworn, unwashed, unaltered, with original tags attached
  • Pet carriers & Strollers: Once your pet has stepped into the carrier/stroller, it is considered used and cannot be returned or exchanged
  • One exchange per order: Each order is valid for one-time exchange only
  • Sale items: Non-returnable, non-exchangeable, non-refundable

HOW TO REQUEST A RETURN/EXCHANGE

For Manufacturing Defects

Email hello@soycraft.co within 7 days of delivery with:

  1. Your order number
  2. Clear photographs showing:
    • The defect from multiple angles
    • The product tag/label still attached
    • Original packaging (if applicable)
  3. Written description of the issue

We will review your request and determine if a return is necessary or if we can resolve the issue through other means.

For Wrong Items Received

Email hello@soycraft.co within 7 days of delivery with:

  1. Your order number
  2. Product code, size, and color of the item you received
  3. Product code, size, and color of the item you ordered
  4. Photograph of the incorrect item with tags attached

RETURN SHIPPING

Who Pays Return Shipping?

  • Customer's responsibility: You are responsible for return shipping costs unless we confirm the issue is due to a clear manufacturing defect
  • Manufacturing defect confirmed: We will provide a prepaid return label or reimburse reasonable return shipping costs (Singapore addresses only)

Return Address

Once your return is approved, we will provide you with our Singapore warehouse return address.

Requirements

  • Return shipping must be trackable
  • We are not responsible for items lost during return transit
  • Customer bears the risk until items are received at our warehouse

INSPECTION & APPROVAL

All returned items will be inspected upon arrival at our warehouse.

Returns that do NOT meet our policy will be rejected and returned to you at your cost.

Items that show any signs of use, wear, washing, alteration, or missing tags will not be accepted.

RESOLUTION FOR APPROVED RETURNS

Subject to stock availability, we will:

Option 1 - Exchange: Ship a replacement item to you at no additional cost

Option 2 - Store Credit (if item out of stock): Issue store credit to your SoyCraft.co account for the full product value

Option 3 - Alternative (our discretion): Offer an item of similar value, or another resolution method

Note: Original shipping and handling charges are non-refundable.

STORE CREDIT

  • Valid for online purchases at www.SoyCraft.co only
  • Cannot be redeemed for cash
  • Non-refundable and non-transferable
  • Credited directly to your SoyCraft.co account
  • Available for immediate use upon receipt
  • No expiration date

ITEMS NOT ELIGIBLE FOR RETURN/EXCHANGE

The following are NOT eligible for returns or exchanges:

  • Sale items or items purchased with promotional codes
  • Items without original tags attached
  • Used, worn, washed, or altered items
  • Items purchased from third-party retailers (must be purchased directly from SoyCraft.co)
  • Pet carriers that have been used
  • Items damaged due to customer misuse, accidents, or normal wear and tear
  • Items modified in any way not authorized by SoyCraft.co
  • International orders (except as specified above)

IMPORTANT DISCLAIMERS

Case-by-Case Assessment: All return and exchange requests are assessed individually. SoyCraft reserves the right to exercise discretion in approving or denying any request.

Final Decision: SoyCraft.co's decision on all returns and exchanges is final.

No Warranty: SoyCraft.co makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description, or fitness for a particular purpose beyond what is required by Singapore law.

Scope of Policy: This policy does not cover:

  • Damage from accidents, misuse, or normal wear and tear
  • Products used for purposes not reasonably contemplated by SoyCraft.co
  • Products previously modified without our authorization
  • Shipping damage caused by third-party carriers (please file claims directly with the shipping company)

QUESTIONS?

If you have any questions about our returns and exchange policy, please contact us at hello@soycraft.co before making your purchase.

Last Updated: 1 February 2026