soak.com Returns Policy
Your 14 day no-quibble guarantee
The First Step
Should you wish to return an item to us, all we ask is that you call us on 0333 004 6333 telling us:
1. Your order number
2. The reason you would like to return the item
Please make sure you do this within 14 days of receiving your order, otherwise we may not be able to offer you a full refund.
Large items are supplied by haulier on specially designed pallets, please retain this orignal packaging until you are 100% happy with your purchase(s). When booking a large item return please advise us as to whether you have the correct pallet before you return the item
What happens then?
A member of our customer service team will send you a completed returns form, which you will need to sign. We will also give you clear instructions on how best for you to return your item to us.
What if my item is faulty?
The majority of soak.com products come with a 10 year warranty, which covers any faults that may develop over the lifetime of the product.
If you notice any faults when you initially receive your product, please contact us within 14 days for a refund. For more details on the soak.com 10 year warranty, click here.
If your item is faulty please contact our customer service team.
Your 14 days no-quibble guarantee
It's our promise to you, that you have 14 days after receiving your goods to decide if you wish to keep them.
If during that time you change your mind and would like to return them - no problem. Just call or email us.
Please note though, that we can only offer a full refund on items that have not been used.
In order to qualify for a refund on any items being returned that are NOT faulty, all items must be returned unused, by yourselves and in a good re-sellable condition, including the original, undamaged packaging (or in the case of large items the specially designed pallet), with the return form.
Please ensure that we are notified that the item needs checking upon delivery for insurance reasons.
Please Note: If you decide you do not like the item but it is in perfect order you must return the item to us as directed and at your own expense.
As with any other company who ships items by courier, we do occasionally experience breakages or damages which has occurred during transit. Currently breakages happen to under 1% of our shipped items.
We continuously update and improve our packaging to avoid breakages, but we are unfortunately not able to avoid some things being damaged during transport.
What to do if your item has broken:
It is very important that you check your goods upon arrival. If any of your items are damaged, please make a note of this with the delivery company. Please take a clear photograph of the outer packaging and of the actual damage to the item received and email this to us with a description of the damage.
We will then arrange for a replacement item to be sent to you as soon as possible and we will contact you using the details provided to confirm what has been arranged and when to expect your replacement.
Alternatively you can call us on 0333 004 6333 to log your damaged item, and we will then guide you through sending the photographs and information.
Please be assured that we will always replace goods that have been damaged during transport if reported to us within 7 days and the goods have been signed for as damaged.
Our 365 Exchange policy
In addition to our 14 day return policy, we also offer an exchange policy up to 365 days after purchase. This offer is valid provided that:
The item has not been used or installed
It is returned in its original packaging, suitable for resale
The new item must be the same value or greater than the item being exchanged.
Electric items must be unopened (no seals broken) in the original packaging
Please note: the cost for collection of the old item, and delivery of the new item is at the customer's expense.