Refund policy
We want you to feel confident ordering from Soothara. If your purchase is not right for you, you may request a return within 30 days of delivery.
Return eligibility
To request a return, email support@soothara.com within 30 days of receiving your order.
Please include:
- Your full name
- Your order number
- The reason for the return
- Photos or video if the product is damaged, faulty or incorrect
Returned items must be sent back complete, with all included accessories and packaging where reasonably possible. You may inspect the product as you would in a shop, but we may reduce the refund if it has been used or handled beyond what is necessary to establish its nature, characteristics and functionality.
Do not send a return without contacting us first. Returns sent without approval or to an address not provided by our support team may not be accepted.
Change-of-mind returns
You may cancel an online order within 14 days of delivery without providing a reason. Our voluntary returns policy extends the return-request period to 30 days.
For change-of-mind returns, the customer is responsible for the return shipping cost. We recommend using a tracked service, as we cannot be responsible for items lost during return transit.
Where required by law, we will also refund the cost of the least expensive standard delivery option originally offered. Any additional amount paid for express or upgraded delivery is not refundable.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. Contact us promptly if the product is damaged, faulty, incomplete or different from what you ordered.
Email support@soothara.com with your order number and clear photos or video showing the issue. Once reviewed, we will provide an appropriate solution, which may include a replacement, refund or return instructions.
Where an item is confirmed as faulty, damaged or incorrect, Soothara will cover reasonable return postage where a return is required.
Exchanges
The quickest way to receive a different item or bundle is to return the original order and place a new order after your return has been approved.
If you need help, contact support@soothara.com before returning anything.
Refunds
We will notify you after your return has been received and inspected.
Approved refunds will be issued to the original payment method. Refunds are normally processed within 14 days of receiving the returned item, or within 14 days of receiving evidence that it has been sent back where applicable.
Your bank or payment provider may require additional time to display the refund in your account.
Order changes and cancellations
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes cannot be guaranteed once an order has entered processing or has been dispatched.
If the order has already been shipped, you may need to wait until it arrives and then request a return.
Incorrect delivery addresses
Customers are responsible for entering a complete and accurate delivery address at checkout.
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after processing begins, and we may be unable to refund or replace orders delivered to an address entered incorrectly by the customer.
Missing or delayed refunds
Before contacting us, please check your bank account and contact your card issuer or payment provider, as refunds can take several business days to appear.
If the expected processing period has passed, email support@soothara.com with your order number.
Contact us
For return or refund questions, contact:
Email: support@soothara.com
This policy does not affect your statutory consumer rights. UK online customers generally have a 14-day cancellation right, and refunds for qualifying returns must be handled within the applicable legal timeframe.