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Returns Information

Last updated 20.05.19

Returns Overview
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact support@sohealth.co and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed into processing and can no longer be modified.
Damaged / Incorrect Order
At this time we can only accept returns when a product is delivered damaged or the wrong product is delivered entirely.

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologise in advance if / when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to support@sohealth.co. Once we receive your email and verify the issue, we will get a replacement sent to you right away.

Damaged / Incorrect Order
At this time we can only accept returns when a product is delivered damaged or the wrong product is delivered entirely.

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologise in advance if / when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to support@sohealth.co. Once we receive your email and verify the issue, we will get a replacement sent to you right away.

Order Not Received
If your item has not arrived within 30 days (45 days for international) after you placed your order, please contact support@sohealth.co and we will promptly look into the matter.

Shipping times can take longer for certain countries such as Canada, Australia and UK, for example. 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.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

Exemptions
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.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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 support@sohealth.co.

Exchanges (if applicable)
We only replace items if they are defective or damaged.
Shipping
To return your product, you complete the form above where we will share information on where to return your goods.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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