Refund policy
We want you to be completely happy with your purchase. If you’re not satisfied, we’re here to help.
Your Right to Cancel
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
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To exercise this right, you must notify us in writing (email is fine) within 14 days of delivery.
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You then have another 14 days to return the goods to us.
Returns
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Items must be unused, in their original packaging, and in the same condition that you received them.
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Certain goods are exempt from being returned for hygiene or safety reasons (e.g. earrings and personalised products).
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To arrange a return, please contact us at madebysoha@outlook.com. We will provide you with the return address and instructions.
Refunds
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Once we receive and inspect your return, we’ll notify you by email.
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If approved, your refund will be processed to your original method of payment within 14 days of us receiving the returned item.
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You are responsible for the cost of returning the item.
Faulty or Damaged Items
If you receive a faulty, damaged, or incorrect item, please contact us immediately at madebysoha@outlook.com where we can arrange a replacement or full refund.
Contact Us
If you have any questions about returns or refunds, please contact us at madebysoha@outlook.com
International Orders (Outside UK & EU)
For customers in the USA, Canada, and Australia, returns are accepted in line with our store policy above. Please note that the statutory 14-day cancellation right applies only to UK & EU customers. However, we are happy to accept returns of unused items within 14 days of delivery (unless the item is exempt as described above). Faulty, damaged, or incorrect items will always be refunded or replaced in line with local consumer protection laws.