RETURNS, REFUNDS AND DAMAGED ITEMS
Damaged or Faulty Items
If your order arrives damaged or an item is faulty, please contact us as soon as possible at sales@soakandscent.co.uk.
Where possible, please include clear photographs showing the damage or fault, along with your order number. This will help us investigate the issue and advise whether the item needs to be returned.
We will work with you to resolve the issue as quickly as possible. You do not need to return a damaged item unless we specifically ask you to do so.
Your statutory consumer rights are not affected.
Returning Unwanted Items
If you wish to return an item because you have changed your mind, please contact us at sales@soakandscent.co.uk before sending anything back.
To be eligible for a change-of-mind return, items should be unused, in their original condition and, where possible, in their original packaging.
Certain sealed bath, body and beauty products may not be eligible for return once unsealed, where they are not suitable for return for health protection or hygiene reasons.
Return Postage
For change-of-mind returns, customers are responsible for the cost of return postage, unless otherwise agreed.
We recommend using a tracked or signed-for delivery service, particularly for higher-value returns, and keeping your proof of postage until your return has been received.
If an item is faulty, damaged or not as described, we will cover any reasonable return costs in accordance with your statutory rights.
Return Procedure
Before returning an item, please email sales@soakandscent.co.uk explaining the reason for your return.
Please include your original order number in all correspondence and clearly identify the item you wish to return.
We will provide any necessary return instructions.
14-Day Returns Policy
For online purchases, you have the right to cancel most orders within 14 days of receiving your goods, without giving a reason.
Once you have notified us of your cancellation, you have a further 14 days to return the goods.
Refunds will be processed in accordance with applicable UK consumer legislation. This does not affect your statutory rights regarding faulty, damaged or misdescribed goods.
Some products, including certain sealed bath, body and beauty products, may be exempt from change-of-mind returns once unsealed for health protection or hygiene reasons.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@soakandscent.co.uk.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@soakandscent.co.uk.
You will be responsible for paying for your own shipping costs for returning a non faulty item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take time for your exchanged product to reach you may vary.
Please note: If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at sales@soakandscent.co.uk for questions related to refunds and returns.