At www.soxont.com, we are committed to providing high-quality fiber optic products, including ONT, ONU, and FTTH solutions. If you encounter any issues, we are here to help with a fair and transparent after-sales policy.

1. Return Eligibility

You may request a return under the following conditions:

  • The product is defective or not working properly
  • The item received is incorrect or not as described
  • The product is damaged during shipping

To be eligible for a return:

  • Request must be made within 7 days of delivery
  • Product must be in original condition and packaging
  • Proof of issue is required (photos or videos)

2. Non-Returnable Items

The following items are not eligible for return:

  • Products damaged due to misuse, improper installation, or modification
  • Items with physical damage caused by the customer
  • Customized or special-order products(Not limited to shell customization, logo customization, firmware logo, and functional customization)
  • Bulk orders (unless quality issues are verified)

3. Return Process

To initiate a return:

  1. Contact us at sales@soxont.com
  2. Provide your order number and issue details
  3. Attach photos or videos for verification

Once approved:

  • We will provide return instructions
  • Do not send items back without approval

4. Refund Policy

Refunds are issued under the following conditions:

✅ Full Refund

  • Item is defective or incorrect
  • Item is lost in transit

✅ Partial Refund

  • Minor issues that do not affect functionality
  • Customer prefers not to return the item

❌ No Refund

  • Customer changes mind after shipment
  • Incorrect address provided by customer

Refunds will be processed within 15–20 business days after approval.

5. Return Shipping Costs

  • If the issue is our responsibility → We cover return shipping
  • If the return is customer-related → Buyer pays shipping

We recommend using a trackable shipping method.

6. Order Cancellation

  • Orders can be canceled within 12 hours of placement
  • Once shipped, orders cannot be canceled

7. Warranty Policy

We provide a 12-month limited warranty on most products.

Warranty covers:

  • Manufacturing defects
  • Functional failures under normal use

Warranty does not cover:

  • Improper use or installation
  • Firmware misuse or unauthorized modification

8. Technical Support

We provide professional support for:

  • Product configuration
  • FTTR / FTTH / ONT setup guidance
  • Compatibility questions

Contact: SALES@SOXONT.COM

9. Important Notice for International Orders

As a global supplier of Huawei ONT and FTTH equipment:

  • Import duties and taxes are not included
  • Customers are responsible for local customs clearance
  • Delays caused by customs are not eligible for refunds
  • Delays caused by the freight carrier designated by the customer do not meet the refund conditions

10. Contact Us

If you need assistance, please contact us:

  • Company Name: Shenzhen Sox Trading Co., Ltd
  • Email: sales@soxont.com
  • Website: www.soxont.com

We are committed to delivering reliable fiber optic solutions and a secure purchasing experience worldwide.