Refund Policy
Last updated: January 2025
1. Refund Policy for Dietary Supplements
Under Indonesian regulation regarding bioactive food supplements (biologically active additives), refunds for consumed supplement products are generally not permitted. This policy reflects the nature of dietary supplements as non-returnable consumable goods once opened or partially used.
2. Non-Returnable Products
The following products are non-returnable once purchased:
- Opened or partially consumed supplement containers
- Products with broken seals or tampered packaging
- Products stored outside recommended conditions
- Items beyond expiration date at time of return request
3. Unopened Product Returns
Unopened products in original condition with intact seals may be eligible for return within specific circumstances, subject to verification and approval. Contact our customer service team with photos of product condition and original packaging for individual assessment.
4. Defective or Damaged Products
If you receive a product that arrived damaged, with defective packaging, or demonstrating manufacturing issues, contact Sopress immediately with photographs and order details. We will evaluate the situation and may provide replacement products or refund consideration based on assessment results.
5. Manufacturing Defects
Products with confirmed manufacturing defects such as:
- Visible contamination or discoloration
- Off-putting odors not consistent with product type
- Packaging integrity compromise during manufacturing
- Ingredient separation or separation beyond normal characteristics
may qualify for replacement. Manufacturing defect claims must be reported within 14 days of receipt with supporting evidence.
6. Shipping Damage Claims
Claims for shipping damage must be reported within 7 days of receipt. Include photographs showing package condition, product damage, and original shipping materials. Damaged product replacement or refund will be determined based on evidence evaluation.
7. Return Process
To initiate return evaluation:
- Contact [email protected] with order number and issue description
- Provide clear photographs of product and packaging condition
- Include date of purchase and any relevant supporting documentation
- Wait for our assessment and return authorization
- Ship product to provided address if return is approved (shipping costs are customer responsibility unless manufacturer defect is confirmed)
8. Refund Timeframe
If a refund is approved after return evaluation, processing typically occurs within 10-14 business days from product receipt and verification. Refunds are issued to the original payment method. Bank processing times for refund appearance in your account may require additional 3-5 business days.
9. Medication Interactions
Refunds are not provided based on adverse reactions or medication interactions, even if products were unopened at return. Individual health situations require professional healthcare consultation before product use. Sopress is not liable for health consequences from product use.
10. Expired Products
Refunds for expired products are not provided. Check expiration dates before purchase and consumption. We list manufacturing and expiration information clearly on all product pages.
11. Third-Party Seller Products
If you purchased products through third-party retailers or authorized resellers, contact them directly regarding their refund policies. Sopress refund policies apply only to direct purchases through sopress.com.
12. No Warranty for Results
Refunds are not provided because products did not deliver expected results, because results differed from anticipated benefits, or because individual experience was unsatisfactory. Results vary individually and cannot be guaranteed.
13. Policy Changes
Sopress reserves the right to modify refund policies at any time. Changes will be posted on this page with updated date. Purchases after policy changes are subject to new terms.
14. Contact for Refund Inquiries
For refund-related questions or to initiate return evaluation, contact:
Sopress
Jl. Solo No.88
Yogyakarta 55281
Indonesia
Email: [email protected]
Phone: +62 274 729 561