Refund & Returns Policies

Return Policy:

Returns may be made on any SOTO North America unit, regardless of the reason for return, as long as a Return Permit Number (RPN#) is obtained no later than 60 days from the date of purchase. Any returns after this 60-day period must adhere to the terms of SOTO North America’s Limited Warranty (meaning the returned unit must be defective).

To initiate a return for a SOTO North America unit, you must send an email to info@sotonorthamerica.com, and we will provide you with an RPN#. Returns without an RPN#, or with an unauthorized or missing RPN#, will be refused by SOTO North America and returned to you at your expense. RETURNS RECEIVED 60 DAYS OR MORE AFTER THE RPN# ISSUE DATE MAY BE REFUSED AND RETURNED AT THE SENDER’S EXPENSE.

If the return is shipped via a method other than the one provided by SOTO North America, you are responsible for all shipping, handling, and processing costs associated with returning the SOTO North America unit. When contacting SOTO North America Customer Service, you will receive, in addition to the RPN#, the designated location to which you should send your SOTO North America unit. Returns must be shipped with a verifiable tracking number (FedEx, UPS, or USPS Priority) to that designated location. You bear the risk of loss during shipment. Therefore, we strongly recommend that you fully insure your return against loss or damage and use a carrier that can provide proof of delivery for your protection. All SOTO North America units must be returned in the original packaging, including all accessories and the user manual. Shipping, handling, and processing costs are non-refundable.

The following information must be included in the return:

  • Order Number
  • Return Permit Number (RPN#)
  • Name
  • Address
  • Zip code
  • Phone number
  • Email address
  • Original packing slip (if purchased online). If purchased at retail, please include the original receipt.

Ensure that the RPN# is clearly marked on the package. Failure to include the RPN# on the package will result in the SOTO North America unit being returned to you at your expense. The SOTO North America unit must be packed in its original carton with the original packing materials.

Refund Policy:

Proof of purchase is required for refunds and returns. Refunds for authorized returned units will be processed within sixty (60) days of receipt at the SOTO North America Returns Center. You must provide Proof of Delivery (POD) to demonstrate that the returned product was received by the SOTO North America Returns Center. If SOTO North America is unable to confirm receipt of the returned SOTO North America unit, and you cannot provide proof of such, SOTO North America will not be liable for any repairs, replacements, or refunds.