Refund policy
RETURN & REFUND POLICY
Returns
Can I return my order?
Yes. If you are not satisfied with your order, you may request a return within 30 days of receiving your order, subject to the conditions below.
To be eligible for a return:
- The product must be unused, unopened and in its original packaging.
- All original parts, components and packaging must be included.
- The product must not have been damaged through improper or careless handling.
- If you have received a damaged, defective or incorrect product, please contact us as soon as possible and provide clear photographs of the issue.
- Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the order.
- Once your return has been received, we aim to inspect and process it within 7 working days.
We reserve the right to refuse returns that do not meet the conditions set out in this policy.
Hygiene & Opened Soap Bars
For health and hygiene reasons, opened, unsealed or used soap bars cannot be returned or refunded for a change of mind.
Once the product packaging or hygiene seal has been opened, the product is no longer eligible for a standard return.
If your soap bar is unused, unopened and in its original sealed packaging, it may be returned in accordance with this Return Policy.
For eligible change-of-mind returns, the customer is responsible for all return shipping costs.
This hygiene restriction does not affect your statutory rights if the product you received is faulty, damaged, defective or not as described.
How Can I Return My Order?
If your order meets the return conditions above, please contact us before sending anything back.
Send an email to:
Please include:
- Order number
- Reason for the return
- First and last name
- Delivery address
- Photos if the product is damaged, defective or incorrect
We will then provide you with the correct return instructions and return address.
Never send your return to the sender address shown on the original parcel.
Our designated return facility is located in Asia, and all approved returns must be sent to the return address provided by Soothyn Customer Service.
For standard change-of-mind returns, the customer is responsible for the cost of returning the product to our warehouse in Asia.
We recommend using a tracked shipping service and keeping your proof of postage.
A. CANCELLATION CONDITIONS
Right of Cancellation
The cancellation period is 14 days from the day on which you, or a third party named by you who is not the carrier, receives the goods.
To exercise your right of withdrawal, you must inform Soothyn by means of a clear declaration, for example by email.
As our fulfilment process may begin shortly after an order is placed, we cannot guarantee that an order can be stopped once processing or shipping has started.
If your order has already been dispatched, please wait until you receive the goods and then follow our return procedure.
Products that have been opened, unsealed or used and are not suitable for return for health or hygiene reasons may be excluded from return where permitted by applicable law.
Shipments in Transit
As our goods may be shipped from Asia, transit times can occasionally be longer due to circumstances outside of our control.
If your order is already in transit, cancellation of the shipment is not possible.
Please wait until you receive the goods and then contact us to arrange a return.
You may still notify us in advance that you wish to cancel.
To help us process your return as quickly as possible, we recommend providing us with your return tracking number or shipping confirmation.
Return Shipping Costs
All eligible change-of-mind returns must be sent to our central return warehouse in Asia.
The customer is responsible for all return shipping costs.
Return shipping costs are non-refundable unless otherwise required by applicable law.
If you received a faulty, damaged, defective or incorrect product, please contact us before returning it so we can provide the appropriate instructions.
Consequences of Withdrawal
If you validly exercise your right to cancel, we will refund the payments due to you in accordance with applicable consumer law.
Where required, this includes the cost of the least expensive standard delivery option offered by us. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable.
We may withhold reimbursement until we have received the returned goods or satisfactory evidence that the goods have been returned, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original transaction.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, incorrect or not as described, please contact:
Please include:
- Order number
- Description of the issue
- Clear photographs of the product
Do not return the item before contacting us, as we need to provide the correct return instructions.
Incorrect Address or Failed Delivery
Customers are responsible for ensuring that the shipping address entered at checkout is complete and correct.
If an order is returned because of an incorrect or incomplete address, an unavailable recipient, failure to collect the parcel, or refusal of delivery, additional shipping costs may apply if the order needs to be shipped again.
Important Return Instructions
ALL APPROVED RETURNS MUST BE SENT TO OUR CENTRAL RETURN WAREHOUSE IN ASIA.
THE CUSTOMER IS RESPONSIBLE FOR THE RETURN SHIPPING COSTS FOR ELIGIBLE CHANGE-OF-MIND RETURNS.
DO NOT RETURN YOUR ORDER TO THE SENDER ADDRESS PRINTED ON THE ORIGINAL PARCEL. CONTACT SOOTHYN FIRST TO RECEIVE THE CORRECT RETURN ADDRESS.
OPENED, UNSEALED OR USED SOAP BARS CANNOT BE RETURNED FOR HYGIENE REASONS, EXCEPT WHERE YOUR STATUTORY RIGHTS APPLY.