Refund policy
Returns
You have the right to cancel your order within 14 days of receiving your item.
To request a return, please contact us at studio@soilandsoul.uk with your order number and proof of purchase.
To help us process your return smoothly, please contact us before sending any items back. Unless the item is faulty or not as described, return postage is at your own cost.
We will provide return instructions once your request has been accepted.
Please ensure all items are packaged in their original condition and packaging, to withstand delivery. We recommend using a tracked service, as we cannot be responsible for items lost in transit. If returning in-store, please follow the same return process first so we can ensure your refund is processed correctly.
Refunds
Once we receive and inspect your return, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method. Please allow time for your bank or card provider to process the refund.
Faulty or incorrect items
Please check your order upon receipt and contact us as soon as possible if an item is faulty, damaged, or incorrect so we can resolve the issue under your rights in the Consumer Rights Act 2015.
Non-returnable items
Some items cannot be returned unless faulty, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products
- Personal care or hygiene items where seals are broken
- Hazardous materials, flammable liquids, or gases
- Gift cards
Sale items can only be returned if they are faulty or not as described.
Please contact us if you are unsure whether your item is eligible for return.
Exchanges
The quickest way to exchange an item is to return it for a refund and place a new order.
