Refund policy

At So Genius I/O, many of our products are made to order, personalized, or custom fabricated specifically for each customer. Because of the nature of these products, our return and refund policy varies depending on the type of item purchased.

Custom, Personalized & Made-to-Order Items

Custom, personalized, and made-to-order products are not eligible for returns or exchanges unless the item arrives damaged, defective, or materially different from what was ordered.

This includes, but is not limited to:

  • Personalized domino sets
  • Custom engraved products
  • Custom furniture risers
  • Custom-sized or custom-designed items
  • Products made using customer-provided measurements, artwork, text, logos, colors, or specifications

Please carefully review all measurements, personalization details, spelling, colors, and design selections before placing your order.

For products that require a design proof, production will begin after the proof is approved. Once a proof has been approved and production has started, changes may not be possible.

Standard / Non-Custom Items

Unused, non-personalized, and non-custom items may be eligible for return within 14 days of delivery.

To qualify for a return, the item must:

  • Be unused and in its original condition
  • Include all original components and packaging
  • Not be customized, personalized, or made to order
  • Have proof of purchase

Before returning any item, please contact us at support@sogenius.io. Returns sent without prior authorization may not be accepted.

Unless the return is due to an error on our part, the customer is responsible for return shipping costs.

Damaged, Defective or Incorrect Orders

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, contact us at support@sogenius.io within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the product and any damage, defect, or incorrect details
  • Photographs of the shipping packaging if the item was damaged during transit

We will review the issue and, when appropriate, provide a replacement, repair, or refund at no additional cost to you.

Please do not discard damaged products or packaging until we have completed our review, as photographs or additional information may be required for shipping claims.

Measurement Errors on Custom Products

Customers are responsible for providing accurate measurements and specifications for custom-made products.

For items such as custom furniture risers, we manufacture the product based on the measurements provided during checkout or confirmed during the design process.

We cannot provide a free replacement or refund when an item does not fit because incorrect measurements or specifications were supplied by the customer.

If this happens, please contact us. We may be able to offer a discounted remake depending on the circumstances.

If the product does not match the measurements or specifications confirmed in your order, please contact us so we can correct the issue.

Design Proofs & Customer Approval

Some custom orders include a digital proof before production.

Customers are responsible for reviewing the proof for:

  • Spelling
  • Names and dates
  • Artwork placement
  • Design selection
  • Colors
  • Personalization
  • Other requested details

Approval of the proof authorizes So Genius I/O to begin production.

Changes requested after approval may require an additional fee or may not be possible once production has started.

Cancellations

Orders may be canceled for a full refund before production begins.

Because many of our products are made specifically for each customer, orders generally cannot be canceled once production has started.

If you need to cancel an order, contact us as soon as possible at support@sogenius.io.

If production has already begun, we will let you know whether cancellation is still possible.

Refunds

Once an approved return is received and inspected, we will notify you of the status of your refund.

Approved refunds will be issued to the original payment method within 5–10 business days after the return has been inspected or the refund has otherwise been approved.

Your bank or credit card provider may require additional time to post the refund to your account.

Original shipping charges are generally non-refundable unless the return is the result of an error by So Genius I/O.

Sale & Discounted Items

Sale or discounted items follow the same return rules listed above.

Custom, personalized, or made-to-order items remain non-returnable regardless of whether they were purchased at full price or with a discount.

Exchanges

Because many products are made to order, direct exchanges are generally not available for customized products.

For eligible standard products, contact us at support@sogenius.io to determine whether an exchange is available.

Lost Packages

If tracking shows that a package has not been delivered within the expected delivery window, please contact us so we can assist with the shipping carrier.

If tracking shows a package as delivered but you cannot locate it, we recommend:

  • Checking around the delivery location
  • Asking household members or neighbors
  • Contacting the carrier directly

Please also contact us if additional assistance is needed.

Contact Us

If you have questions about a return, refund, damaged order, or cancellation, please contact:

So Genius I/O LLC
Email: support@sogenius.io

Please include your order number whenever possible so we can assist you more quickly.