Refund policy

Return and Refund Policy

At Sootha, customer satisfaction is important to us. This policy outlines the terms and conditions for product returns and refunds.

1. Return Eligibility

Customers may request a return within 30 days from the date of delivery.

To qualify for a return:

  • The product must be unused, unopened, and in its original packaging.

  • For hygiene and safety reasons, any skincare products, creams, or treatments that have been opened or used are not eligible for return.

  • Proof of purchase (order confirmation or receipt) must be provided.

After 30 days from the delivery date, we are unable to offer a refund or exchange.

2. How to Request a Return

To initiate a return, please contact our customer service team at contact.sootha@gmail.com and include the following information:

  1. Your order number

  2. The product(s) you wish to return

  3. The reason for the return

Our team will review your request and provide the return instructions and shipping address.
Please do not send any items back without prior authorization, as unauthorized returns may not be accepted.

3. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer.

  • We recommend using a tracked shipping method to ensure the parcel arrives safely.

  • Sootha cannot be held responsible for any returns lost in transit.

  • Once the return is received and inspected, we will notify you of the approval or rejection of your refund.

4. Refunds

  • If approved, refunds will be processed to the original payment method within 5 to 12 business days.

  • Original shipping costs are non-refundable.

  • If the returned product is found to have been opened, used, or damaged, the refund will be denied. The item will not be returned to the sender.

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded once opened:

  • Skincare creams

  • Hair removal creams

  • Masks and serums

Sootha reserves the right to refuse any return that does not comply with this policy.

6. Damaged or Defective Items

If a product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at contact.sootha@gmail.com and include clear photographs of the issue.

Each case will be reviewed individually by our quality control team.
Sootha reserves the right to determine whether an exchange, replacement, or refund will be issued based on the nature of the damage and the evidence provided.

If approved, the customer will receive replacement instructions or a refund to the original payment method.
If the claim is denied, no replacement or refund will be provided.

7. Contact Information

For any questions or concerns regarding this policy, please contact our customer service team at:
Email: contact.sootha@gmail.com