Returns and Refund Policy

Scope and Intent This Return and Refund Policy applies to all purchases made through the Sooliv website.

Contact Information For questions about returns and refunds, please contact our customer service via:

Return Window Customers in the United Kingdom have the right to cancel their purchase and return the product within 30 days of the delivery date, without providing any reason.

Return Instructions

Return Notification: To initiate a return, contact our customer service at contact@sooliv.com with your order number and a detailed reason for the return.
Return Authorisation: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

Safely pack the item in its original packaging with all labels and tags still attached.
Include the return authorisation form and any necessary supporting documents or images.
Download and print the return label from the link provided in our email.

Return Costs

For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged in transit, or defective in any other way.
For Change of Mind: The actual cost of return delivery will be charged to the customer. This applies when the customer purchased the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

Change of Mind: You can return the product within 30 days of the delivery date, provided it is unused, undamaged, and in its original packaging.
Defective Goods: Contact our customer service immediately for instructions. Sooliv will cover the return shipping costs and provide a replacement or a refund.
Damaged Goods: If the product arrives damaged, send us photos within 48 hours of receipt. We will assess the situation and cover the return costs if applicable.
Incorrect Product Received: Contact us and we will arrange the return at no cost and ensure you receive the correct product.
Product Never Arrived: Contact us so we can open an investigation with the courier. If the product is not found, we will offer a full refund or a replacement.
Cancellation After Order: You can cancel your order before it is shipped. If it has already shipped, follow the standard return procedure once you receive it.

Timelines

Return Window: Returns must be reported and shipped back within 30 days of receiving the product.
Return Processing: After we receive and inspect the returned item, we will process the refund within 7 business days and send a confirmation email.
Refund Method: Refunds are issued to the original payment method used at checkout.

Exceptions to the Return Policy The following products cannot be returned: