Refund policy
Last updated: 5 July 2026
We want you to be delighted with your purchase. This Refund Policy explains how returns, exchanges, and refunds work for customers in the United Kingdom and European Union, in addition to your statutory rights.
Your statutory rights
Under the Consumer Rights Act 2015 (UK) and equivalent EU consumer law, goods must be as described, of satisfactory quality, and fit for purpose. If they are not, you are entitled to a repair, replacement, or refund depending on the circumstances. These rights are separate from the voluntary returns process below.
14-day cancellation right (distance contracts)
If you are a consumer buying online, you generally have 14 days from the day after you receive your goods to cancel your order without giving a reason, under the Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive.
To cancel, email enquiries@soznique.com with your order number before the 14-day period expires. You must then return the goods within 14 days of telling us you wish to cancel.
Exceptions
The 14-day cancellation right does not apply to:
- custom-made, personalised, or bespoke items made to your specification once production has started;
- sealed goods not suitable for return due to health or hygiene reasons if unsealed after delivery;
- goods that are liable to deteriorate or expire rapidly.
We will confirm before you purchase if an item is excluded from the standard cancellation right.
Condition of returned goods
Returned items should be unused, in their original condition, and returned with any packaging, tags, and documentation supplied. We may reduce your refund to reflect any diminished value caused by handling beyond what is necessary to inspect the goods.
Return shipping
Unless goods are faulty or not as described, you are responsible for the cost of returning items to us. We recommend using a tracked service and retaining proof of postage. We are not responsible for the loss of goods in transit on return.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 14 days of:
- receiving the returned goods, or
- receiving evidence that you have sent them back — whichever is earlier.
We refund the product price and standard outbound delivery cost paid. Optional express shipping charges are non-refundable unless the return is due to our error or a faulty item.
Faulty or incorrect items
If you receive a faulty, damaged, or incorrect item, contact us at enquiries@soznique.com within 30 days of delivery with your order number and photographs where helpful. We will arrange a replacement, repair, or full refund including reasonable return shipping costs.
Exchanges
If you would like a different size or variant, contact us promptly. Exchanges are subject to availability. Where an exchange is not possible, we will offer a refund in line with this policy.
Contact
For all return enquiries: enquiries@soznique.com