RETURNS & EXCHANGES
You can cancel the order in "My Orders" by yourself or contact us before it ship out.
We're not able to cancel an order that has been shipped.
If you no longer want your product, just send back the package to us. We will then contact you confirming a desired refund.
Notice: We are not able to approve a refund without receiving the returned items.
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
You must send back and postmark your return packages within 30 days after the delivery date.
No returns made after 30 days from the delivery date will be accepted.
You can use your own shipping method and at your own cost
To be eligible for a return：
Your item must be unused and in the same condition that you received it.
Your item must be in the original packaging.
Your item needs to have the receipt or proof of purchase.
To start a return, you can contact us at sales@soothepro.com. If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Important Notice:
Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address we provide.
You can always contact us for any return question at sales@soothepro.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
Returns or Refunds will be processed within 7 business days upon receipt of your package, as we need to check the status of the returned items, and what we need to improve.
We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, the refund will be issued to your Soothe Pro Wallet , PayPal or the original payment account, as per your request.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
NOTE: If you have any issues with your return, you must contact Customer Support within 180 days after your order was first placed.
Frequently asked question
We apology for the inconvenience caused. We accept exchange requests for most items within 45 days from the original purchase date. Considering the time for return and reship, we strongly recommend you apply to return for refund, then replace a new order before it sold out.
Please follow the below instructions to return:
1) Locate the order in 'My orders'. Click the 'Return Item' button.
2) Select the item(s) you would like to return, indicate the reason, and submit.
3) Call the post office to arrange a collection or drop it off at your nearest post office.
It will take up to 7 days to process your refund or exchange request after we receive your package.
For more info about the return status, please refer to - in your Soothe Pro account.
For returning items, we provide one return address where you should return your order to . Please follow these steps：
1. Sign in to your Soothe Pro account.
2. Find the order in "My orders", click the "Return Item" button.
3. Select the item(s), indicate the reason(s) for return, and submit.
4. Call the post office to arrange a pickup or drop it off at your nearest post office.
Once we receive your return, we will email you and process your refund accordingly.
Returns or Refunds will be processed within 7 business days upon receipt of your package, as we need to check the status of the returned items, and what we need to improve.
We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your PayPal (or original method of payment).
You can only return items that are unworn, undamaged, have the original tags/packaging attached and hygiene sticker intact.
