Returns, Refunds & Order Support

1. Return and Refund Policy

At Soothevia, we want eligible return and refund requests to be straightforward and easy to understand. The information below explains the main requirements for returning an item, the applicable return period, and how qualifying refunds are generally reviewed and processed.

1.1 Return Eligibility Requirements

• Items submitted for return must be unused, unopened, and maintained in their original condition, together with the original packaging and all included accessories, components, manuals, instructions, documentation, and other materials supplied with the product.
• Eligible return requests must be initiated within 30 days from the date confirmed delivery is completed.
• Customers must provide enough order information for the original purchase to be identified and verified, including an order number or another acceptable form of purchase confirmation.
• When sending an authorized return, we recommend choosing a trackable shipping service so the parcel can be monitored until it reaches the designated return location.

1.2 Items That Cannot Be Returned

• Consumable merchandise that has been opened, used, tested, sampled, modified, or otherwise altered following delivery.
• Digital goods, downloadable materials, electronically supplied content, and electronic gift cards.
• Products created, customized, assembled, manufactured, or prepared specifically according to an individual customer’s specifications or request.
• Merchandise clearly marked as Final Sale before completion of the purchase.
• Items damaged through misuse, improper handling, accidental damage, neglect, unsuitable storage, unauthorized modification, inadequate care, or use inconsistent with the product’s intended purpose.

1.3 Refund Assessment and Timing

After an authorized return reaches the designated return location, the merchandise may be examined to confirm that it meets the applicable eligibility requirements. If the refund is approved, Soothevia will generally initiate the refund within 7–10 business days using the original payment method. Banks, card issuers, payment processors, and other financial institutions may require additional time before the refunded amount becomes visible in the customer’s account.

1.4 Original Shipping and Return Costs

• Original delivery or shipping charges are normally non-refundable unless Soothevia confirms that the customer received an incorrect, defective, or damaged product.
• Return shipping expenses are generally the customer’s responsibility unless our support team specifically confirms a different arrangement for the applicable case.
• If a qualifying return involves a restocking fee, the applicable amount or conditions will be communicated before the return is completed.

2. Cancelling an Order

Customers who wish to cancel a purchase should contact us as soon as possible after placing the order. Whether cancellation can be completed depends on the order’s fulfillment status when the request reaches us. Once processing has advanced to a stage where shipment can no longer reasonably be stopped, the order may no longer be eligible for cancellation. After delivery, qualifying merchandise may instead be returned in accordance with the return requirements above.

2.1 Cancellation Eligibility

• A cancellation request must reach us before fulfillment progresses to the point where dispatch can no longer reasonably be prevented.
• Customized, personalized, made-to-order, or specially prepared products may become ineligible for cancellation once manufacturing, preparation, or customization has started.
• Orders that have already been transferred into the shipping process will generally need to follow the applicable return procedure after delivery.

2.2 How to Submit a Cancellation Request

To request cancellation of an order, visit our Contact Us page and provide the relevant order number together with the email address used when completing the purchase. The Soothevia support team will review the order’s current fulfillment status and advise whether cancellation remains possible.

2.3 Orders That Have Already Shipped

• When an order has already been dispatched, an eligible return will generally need to be requested after the shipment is delivered and handled according to the standard return conditions.
• If the package was dispatched before cancellation could be completed, applicable return shipping costs may remain the customer’s responsibility depending on the circumstances of the request.

3. Replacements and Exchanges

If a delivered item is damaged upon arrival, appears defective, or differs materially from the product originally ordered, Soothevia may assess the reported issue and determine an appropriate solution when applicable. Qualifying replacement requests should be submitted within 7 days following confirmed delivery and should include the corresponding order number along with clear photographs or other relevant supporting documentation.

3.1 Replacement Request Conditions

• Where reasonably possible, the affected merchandise should remain unused and be kept together with its original packaging, accessories, components, manuals, instructions, documentation, and any other materials included in the shipment.
• Replacement products are subject to available inventory. If the exact item is no longer available, another appropriate solution may be offered based on the circumstances.
• Once a reported product issue has been reviewed and accepted, Soothevia may provide return instructions or, when appropriate, arrange a prepaid return shipping label for the affected merchandise.

4. Assistance With Returns, Refunds, Cancellations & Replacements

For assistance with an eligible return, refund, order cancellation, exchange, or replacement request, contact Soothevia through our Contact Us page. Providing your order number together with complete and accurate details about the matter will help our support team identify the purchase and evaluate your request more efficiently.