Refunds & Returns

1. Scope

This Refunds & Returns policy applies to eligible TV-box purchases made through the soonren storefront operated by Soonren Ltd. It explains the merchant’s voluntary return process in addition to any rights and remedies that cannot be excluded under applicable Canadian or Québec consumer law.

2. 30-day return window

An eligible physical TV box may be requested for return within 30 calendar days after delivery. To support a return, the customer should retain the product, supplied accessories and packaging and should contact Soonren Ltd. at [email protected] with the order reference and the reason for the return. Customers should not send payment-card information by email.

3. Return condition

For a change-of-mind return, the product should be returned in a condition suitable for inspection, with the supplied accessories and without damage caused by misuse, unauthorized modification or avoidable neglect. Reasonable inspection of the product after delivery does not by itself prevent a return, but missing parts or customer-caused damage may affect the amount that can be refunded where permitted by law.

4. Defective, damaged or incorrect items

If a product arrives damaged, is materially defective or is not the item ordered, contact Soonren Ltd. promptly with the order reference and a description of the issue. The merchant may request reasonable information needed to assess the problem and will provide the appropriate remedy required by applicable law, which may include replacement, repair, refund or another legally available solution.

5. Return shipping

For an approved change-of-mind return, return shipping may be the customer’s responsibility unless otherwise confirmed by Soonren Ltd. Where the return is caused by an incorrect, damaged or defective item for which the merchant is responsible, reasonable return-shipping arrangements will be provided or reimbursed as appropriate.

6. Subscription term included with the product

The displayed product price includes the TV box and a 12-month subscription term. If a return is requested after subscription access has been activated or used, the refund treatment of the included service component will be assessed consistently with the circumstances of the return and applicable consumer law. The initial purchase does not state an automatic recurring renewal charge.

7. Refund method and timing

When a refund is approved, it is issued to the original payment method used for the order. Processing time after approval may depend on the card issuer, bank or PayPal account provider. Soonren Ltd. will not require a customer to provide a full card number or card security code by email in order to receive an approved refund.

8. Non-returnable situations

A return may be declined where the request falls outside the stated voluntary return window and no mandatory legal remedy applies, where the product has been materially damaged through misuse, or where essential components are missing and the issue is not attributable to the merchant. These limitations do not remove rights that cannot legally be waived.

9. How to request a return

Send the order reference, customer name, delivery date and a short explanation of the requested return to [email protected]. Soonren Ltd. will provide the return instructions applicable to the order. Do not send a return to the business address until return instructions have been provided for the specific order.

10. Merchant information

Soonren Ltd., 1515 Clawthorpe Ave, Victoria, BC V8T 2R6, Canada. Business Number (BN): 132269947 . Email: [email protected].