Refund policy

This Return and Refund Policy explains how cancellations, returns, replacements and refunds are handled for purchases made through soufeel.shop.

We want customers to understand both our procedures and their applicable statutory rights.

Nothing in this policy is intended to exclude, restrict or replace any consumer right that cannot legally be excluded under United Kingdom law.

For assistance, contact:

Email: info@soufeel.shop

Statutory Cancellation Rights for Online Purchases

For eligible goods purchased online, UK consumers generally have a statutory right to cancel the contract without giving a reason.

For qualifying purchases, the cancellation period normally expires 14 days after the day on which the customer, or a person nominated by the customer other than the carrier, receives the goods.

Where a single order contains multiple goods delivered separately, applicable legislation determines when the cancellation period begins.

To exercise a cancellation right, the customer must communicate a clear decision to cancel before the applicable cancellation period expires.

Customers may contact:

info@soufeel.shop

The customer does not have to give a reason for exercising a qualifying statutory cancellation right.

Returning Goods After Cancellation

After validly notifying us of cancellation, the customer should return the eligible goods without undue delay and, where the statutory cancellation rules apply, normally no later than 14 days after communicating the cancellation.

Unless we have expressly agreed otherwise or applicable law requires us to bear the cost, customers are responsible for the direct cost of returning non-faulty goods following a change-of-mind cancellation.

We recommend that customers use a reasonably secure and traceable return method and retain proof that the goods were sent.

A customer should contact info@soufeel.shop before sending an item back so that appropriate return instructions can be provided.

Products should not be sent to an address appearing on a parcel, carrier label or third-party packaging unless we have confirmed that the address is the appropriate return destination.

Condition of Returned Goods

Customers may inspect and handle eligible goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to the inspection that would normally be possible in a physical shop.

Customers should take reasonable care of goods while they are in their possession.

Returned goods should, where reasonably possible, include:

• The product;
• Included parts and accessories;
• Manuals or documentation supplied with the product; and
• Original packaging where it remains reasonably available.

A statutory cancellation right is not automatically lost merely because original packaging has been opened.

However, where legally permitted, we may reduce the refund to reflect a loss in value resulting from handling beyond what is reasonably necessary to inspect the goods.

Personalised and Custom-Made Products

The ordinary change-of-mind cancellation right does not generally apply to goods that are genuinely made to the customer's specifications or clearly personalised, where the statutory exception applies.

This may include qualifying products prepared using customer-selected names, text, photographs, engraving, printing, designs or other individual specifications.

Customers are therefore responsible for checking personalisation information carefully before submitting an order.

Once production begins on a genuinely personalised product, a change-of-mind cancellation may not be available.

However, the personalised-product exception does not remove statutory remedies for faulty, damaged, misdescribed or incorrectly produced goods.

For example, customers should contact us if:

• Personalisation materially differs from the confirmed order;
• The product contains a production defect;
• The product arrives damaged;
• The wrong product is supplied; or
• The goods otherwise fail to conform to the contract.

Other Exceptions to Change-of-Mind Returns

The ordinary statutory cancellation right may also be restricted or excluded for categories specified by applicable law, potentially including:

• Certain sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• Perishable goods;
• Certain digital products after legally compliant immediate performance has begun;
• Goods that have become inseparably mixed with other items; and
• Other products covered by a statutory cancellation exception.

Any exception will be applied only where legally applicable.

Faulty, Damaged or Misdescribed Goods

Customers have separate statutory rights where products are:

• Faulty;
• Not of satisfactory quality;
• Not as described;
• Not fit for an applicable purpose made known to the trader; or
• Otherwise non-conforming.

These rights are separate from the 14-day change-of-mind cancellation right.

UK consumer law can provide remedies including rejection and refund, repair, replacement, price reduction or another remedy depending on the circumstances and the time elapsed. GOV.UK guidance confirms that qualifying faulty goods may carry a short-term right to reject, with repair or replacement rights potentially continuing beyond that period.

Nothing in this policy reduces those statutory protections.

Reporting a Damaged or Incorrect Delivery

Customers should inspect their delivery as reasonably soon as possible after receiving it.

If an item arrives damaged, incorrect or materially incomplete, please contact:

info@soufeel.shop

Providing the following information may help us resolve the matter efficiently:

• Order number;
• Description of the issue;
• Name of the affected product;
• Photographs showing visible damage or incorrect goods, where reasonably possible; and
• Photographs of relevant packaging or shipping labels where necessary to investigate carrier damage.

A request for photographs is intended to assist investigation and does not remove statutory rights.

Refund Amount

For a qualifying statutory cancellation, the refund will normally include the amount paid for the eligible returned goods.

Where a customer paid a delivery charge and UK cancellation law requires reimbursement of standard delivery, the appropriate standard-delivery amount will also be refunded.

Because soufeel.shop provides free standard shipping on all orders, there will normally be no standard outbound shipping charge to reimburse.

Any optional premium delivery charge exceeding the cost of standard delivery need not be refunded to the extent permitted by applicable law.

Refund Timing

Where a statutory cancellation applies and goods must be returned, the refund will be processed within the period required by applicable law.

We may be entitled to wait until we receive the returned goods or until the customer provides appropriate evidence that they have sent them back, whichever occurs first under applicable statutory rules.

For qualifying online cancellations, UK guidance generally requires the refund to be made within 14 days after the relevant return requirements have been satisfied.

After we issue a refund, additional processing time may be required by the customer's bank, card issuer or payment provider before funds appear in the customer's account.

Such financial-institution processing time is outside our direct control.

Refund Method

Refunds will ordinarily be returned to the original method of payment unless another method is expressly agreed and lawful.

We do not normally provide a cash refund for an order originally paid electronically.

Return Costs for Faulty or Incorrect Goods

Where goods are confirmed to be faulty, damaged on arrival, incorrectly supplied or otherwise non-conforming and applicable law requires the trader to bear return costs, soufeel.shop will arrange or reimburse reasonable return costs as appropriate.

Customers should contact us before arranging an unusually expensive return method.

Change-of-Mind Return Costs

Where a customer exercises a statutory cancellation right solely because they have changed their mind and the goods are not faulty, the customer is generally responsible for the direct cost of returning the goods, except where applicable law provides otherwise.

Original free standard delivery does not create a return-shipping entitlement.

Exchanges

Where practical, an eligible customer may contact us to ask whether an exchange can be arranged.

An exchange is subject to product availability.

Where an exchange cannot reasonably be provided, an appropriate refund or other statutory remedy may be offered instead.

Customers do not have to accept an exchange where applicable law entitles them to another remedy.

Order Cancellation Before Dispatch

Customers wishing to cancel an order before dispatch should contact us promptly at:

info@soufeel.shop

We will make reasonable efforts to stop processing where possible.

However, orders may move rapidly into fulfilment or production.

In particular, customised or personalised goods may enter production shortly after purchase. Once production has begun, an applicable custom-made-goods cancellation exception may apply.

Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation notice.

Customers who wish to cancel should clearly communicate their decision to:

info@soufeel.shop

Where a parcel is returned to us because of refusal, an incorrect address, repeated unsuccessful delivery attempts or failure to collect, we will assess the circumstances and applicable consumer rights before determining whether a refund, reshipment or additional charge is appropriate.

Fraudulent or Abusive Returns

We may take reasonable steps to prevent fraud, including investigating suspicious return claims and requesting appropriate evidence.

Nothing in this provision permits us to deny a legitimate statutory consumer right merely because a customer has exercised that right.

Proof of Purchase

We may ask for reasonable proof that the goods were purchased from soufeel.shop.

Acceptable evidence may include an order confirmation, order number, payment record or other reliable purchase evidence.

Contact

All cancellation, return and refund enquiries should be directed to:

soufeel.shop
Email: info@soufeel.shop