Tracked shipping
Support 24/7
90 days refund
secure payment
Returns & Refund Policy
Last updated: 2 January 2025
This policy outlines the conditions under which you may return, exchange or request a refund for products purchased on our website. It complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
By placing an order, the customer confirms they have read and accepted the terms below.
1. Right to Cancel – 14 Days
Under UK law, customers have 14 calendar days from the date of delivery to cancel their order without providing a reason.
Conditions:
Items must be unused, unopened, and in their original packaging.
Hygiene seals (if any) must be intact.
A valid order number must be included.
Return shipping costs are the customer's responsibility unless the product is faulty or an error was made by our team.
All returns must be requested via our return process. No returns will be accepted without prior validation.
2. Promotional Gift Items
If your order included a free promotional item (e.g. "Buy 2, get 1 free"), all items must be returned together to qualify for a refund.
If the free item is not returned:
The refund will be automatically refused, regardless of the value of the gifted item.
Example:
You return a paid item but keep the free gift:
⛔ Refund denied.
3. Cancelling Before Dispatch
Cancellation is only possible if your order has not yet been prepared or dispatched by our warehouse.
To cancel:
Send a written request to our customer service team before your order is marked as “dispatched” or “in preparation”.
If cancellation is confirmed, a full refund will be issued, including any delivery fees.
4. Parcel Not Received
If you claim that you haven’t received your parcel, an investigation will be initiated with the courier.
Refunds will only be granted if:
The courier confirms non-delivery.
You provide:
– A valid form of ID
– A signed declaration of non-receipt
⚠️ If the courier confirms delivery at the correct address, no refund will be issued.
5. Late Returns
Returns made more than 14 days after delivery may be refused, unless legally required.
To be accepted, products must be:
Unused, unopened, and undamaged
In their original, unopened packaging
Returned with the order number clearly stated
6. Refund Methods and Timeframes
We offer the following refund methods, depending on the return context:
Original payment method
Store credit / discount code
Digital gift card
⚠️ No cash refunds will be issued.
Refunds are processed within 90 days of return approval.
7. Reasons for Refusal
Returns and refunds may be refused in the following cases:
Used, opened, or damaged items
Items returned without packaging or incomplete
Return requested outside the valid timeframe
Missing order number
Missing promotional item from the original order
8. Agreement to the Policy
By ticking the “I agree to the terms and conditions” box during checkout, the customer confirms they have read, understood, and accepted:
This refund policy
Our return conditions
Specific rules relating to free promotional items
9. Contact
If you have any questions about your return or refund:
Live chat: available on our website
Email: hello@soanailz.com
