We want you to be completely satisfied with your purchase on So Health Co.
You can initiate a return or refund on items that fall within the reasons outlined below, within 14 days of delivery. We have no obligation to consider a request placed outside 14 days of the date of delivery.
How it works
Fill in our online Contact Form within 14 days of receiving your order.
A member of our team will get in touch with you to discuss the reason for return.
SEND US THE ITEM
If a return request is approved, you'll need to send the item back to us at your own cost.
Once we’ve received your item, we’ll check that it’s in its original condition and packaging. If this is the case, you’ll receive a refund less any shipping fees within 3-5 business days (varies by payment method used).
Conditions for Returns & Refunds
Cancelling or Changing Orders
You can cancel your order at any time within 3 hours of placing the order. In this case, you will receive a full refund. If the item has been begun processing and you still wish to cancel the order, we will charge a fee for doing so. If purchased items have been shipped before So Health Co receives a cancellation, you are responsible for the costs of return shipping.
Faulty or Damaged Products
Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported within 14 days of the delivery. Faulty claims outside the 14 day reporting period will be assessed under warranty. To report an issue, click here to complete an online form. Don’t forget to attach photos of the product and provide us with as much information as possible so that we can assist you. Our team will review your completed form and contact you via email with the next steps.
Order Not Received
If your item has not arrived within 45 days after you placed your order, please contact email@example.com and we will promptly look into the matter.
Shipping times can take longer for certain countries, we are currently working on providing quicker shipping times for all of our customers, worldwide, but we do not have an estimated date for when that will be active.
IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer at a flat rate of £11.95.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery. In this scenario we can arrange to resend your order for an additional fee.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
All returned goods must be wrapped in packaging as our couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods.
Please note that it is your responsibility to ensure that the items are returned to us in the same condition and packaging you received them. Items without packaging will not be accepted by our delivery partners due to Occupational Health and Safety Act and Regulations. Our Distribution Centre Team assesses every item that is returned to us. If the product is not returned in its original condition or packaging, a striking fee of 50% of the full product price (before any discounts) will be deducted from your refund.
If you have received a faulty or damaged item that needs to be returned and you have disposed of the original packaging, we kindly ask you to source alternative material, for example, bubble wrap as our delivery partners will not accept unpacked items due to Occupational Health and Safety Act and Regulations. Please note that the striking fee does not apply to faulty or damaged items.
We can only process refunds via the original payment method. In some cases, you may have the option of selecting a store credit.
In light of recent events caused by Covid-19, after So Health Co approves a return, the customer will be asked to select one of two methods of return of funds;
1. Full Refund - customer will return the item or order to the address provided by the customer care representative, at their own cost, once the item or order has been received, a refund will be granted
2. 30% Refund - help us fight global warming, save on return shipping costs and protect yourself by staying at home, you will get to keep the item or order and be part of something great - by not sending an item back to us you will be reducing any carbon emissions generated as part of that process
After So Health Co approves a return or cancellation or withdrawal and (in certain cases) confirms the return of the item, So Health Co will return the amount of the purchase and the standard shipping fees. Any fees for special or expedited shipping will not be refunded and (as described above) the customer will be responsible for any shipping fees to return an item to us.
So Health Co reserves the right to:
This Policy may be updated from time to time.
If So Health Co accepts a return or provides a refund under this policy it will satisfy any refund you were entitled to in relation to the applicable purchase. Therefore, once a refund from So Health Co has been secured, your right or ability to secure a further refund or other consideration on said order is affected.
Late or missing refunds (if applicable) If you haven’t received a refund within 3-5 business days of receiving a refund notification, please check your bank account again.
It is advised to then contact your bank. There is often some processing time before a refund is posted.
If after you've been in touch with your bank and you still have not received your refund yet, please contact us at firstname.lastname@example.org.