Refund policy
Refund and Return Policy
If you are unsatisfied with your order, please contact our support team and we will do our best to help you out. We offer a 100% money back guarantee on all orders.
We do not accept returns for refund or exchange, with the exception of items damaged in transit. To be eligible for a refund, your item must be unused and in the same condition that you received it, in the original packaging.
Cancel Order
You have 24 hours to cancel or change your order. We are unable to process cancellations once the shipping confirmation email has been sent. Once items have been shipped, we no longer have control over them.
In the unlikely event that your order has not arrived within 3 to 5 weeks due to lost mail or other issues, please contact us and we will help resolve the situation. Refunds and returns will not be processed after 30 days from the delivery date.
Refunds
To be eligible for a refund or exchange, you must email us within 30 days of receiving your product at support@soothevia.co with photos of the damaged items. Upon receipt of your claim, we will ship out a replacement if available. If a replacement is not available, we will refund the full purchase price.
Lost or Stolen Packages
Soothevia is not responsible for lost or stolen packages that have been confirmed as delivered to the address provided at checkout. Upon inquiry, we will confirm delivery details, tracking information, and shipping carrier information for you to investigate further.
Exchanges
We only replace items that are defective or damaged. To request an exchange, email us at support@soothevia.co.
Shipping
To return your product, please mail it to the warehouse address we provide via email. The address may vary depending on the country your order was placed from.
- To be eligible for a refund, you must have purchased directly from soothevia.co.
- You can submit refund requests within 30 days after the guaranteed delivery period of 35 days has passed.
- You are responsible for the cost of the return shipping label.
- Once approved, please allow 24 to 48 hours for your refund to be processed.
Refund Method
Refunds will be issued using the same payment method used during the original purchase.
Refund Timeline
Once initiated, PayPal refunds will appear in your account immediately. Credit card refunds may take a few business days to reflect, depending on your financial institution.
Confirmation Email
Once your refund has been processed, you will receive a confirmation email with the full details of the transaction for your records.
For any questions, contact us at support@soothevia.co.