Refund policy
Return & Refund Policy
Our Guarantee
We want you to love your Soothly product. If you're not completely satisfied, we're here to make it right.
Returns
You have 30 days from the date of delivery to request a return. To be eligible, items must be unused, in their original packaging, and in the same condition as received.
To start a return, email us at hello@soothly.co.uk with your order number and reason for return. We will respond within 1–2 business days with return instructions.
Non-Returnable Items
- Items returned after 30 days
- Items that have been used or damaged after delivery
- Items returned without original packaging
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within 30 days, you are entitled to a full refund or replacement under the UK Consumer Rights Act 2015. Please email hello@soothly.co.uk with your order number and a photo of the fault.
Cancellations
Orders can be cancelled within 24 hours of purchase. After this window, your order may already be in processing and we cannot guarantee cancellation.
Contact
hello@soothly.co.uk