soak.com Returns Policy
Should you wish to return an item to us, please 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 original 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 next?
You will receive return labels within your order which you will need to fill in and return alongside your goods. If you have misplaced or can’t find the return labels, then don’t worry! Just give us a call and request an alternative returns label from customer services.
Please note - you will have to return the item at your own cost with a courier of your choice. If you still want the product once you have returned it, you will have to place a new order for the new item and pay for delivery on this order.
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. To make a warranty claim, please contact our customer services team.
If you notice any faults when you initially receive your product, please contact us within 14 days for a refund or replacement. Please have images of the fault already prepared so that our team can assist you further – thank you! For more details on the soak.com 10 year warranty, click here.
If your item is faulty please contact our customer service team.
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 using a courier of your choice.
It is very important that you check your goods upon arrival. Unfortunately, it’s not possible for our driver to wait while you check your items, so please can you get in contact with us within 14 days of delivery to advise us of any damage. 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 14 days.