soak.com Returns Policy
At soak.com we like to keep things as simple as possible – your time is precious and all we want is for you to have your dream bathroom. So if a product isn’t quite right, it’s easy to return it to us.
Keeping our returns process simple
To summarise – if you don’t like a product, simply return it within 14 days of receiving it. And on the rare occasion that a product arrives damaged or faulty, it’s likely to be covered by a 1 year or 10 year warranty.
What do I need to return a product I don't want?
All you need to do is to follow this simple returns process:
1. Call our customer services team on 0333 004 6333
2. Tell us your order number and the reason you would like to return the item
3. Tell us if you have a large item that was delivered on a pallet
4. Fill out the returns labels supplied with your order and put this with the product ready to return (don’t worry if you have misplaced these – simply request some more whilst you’re on the phone to our customer services team and we’ll send you some more)
5. Arrange the product to be returned using a courier of your choice
6. Return the product in its original, undamaged packaging (and/or pallet)
As long as you have done this within 14 days of receiving a product and it is still in an unused condition, we’ll be able to offer you a full refund.
Please note, unwanted items need to be returned at your own cost and if you change your mind once it has been returned, you will need to place a new order to be delivered again.
Returning large items
If you received a large product on a pallet, it’s important to keep this in case you wish to return the product. This is because large items are delivered by hauliers using specially designed pallets, which are required to return the items safely. Please also retain the original undamaged packaging for your large item, as without this you may not qualify for a full refund.
How do I return a faulty product?
Most soak.com products are covered by either a 1 year or 10 year warranty. For more information about the classifications for warranties, see our product guarantees page or check the warranty information on the relevant product’s website page.
If you have a faulty product, please take photographs of the fault and contact our customer services team on 0333 004 6333 explaining what the fault is.
When arranging a return with a member of our customer services team, please ensure you notify them that the item needs checking upon delivery back to the warehouse for insurance reasons.
What to do if a product arrives broken
It is really important to check your goods upon arrival. It’s not possible for a delivery driver to wait whilst you do this, but if you do find an item is broken or damaged please let us know as soon as possible. Once you have done this, 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 will contact you using the contact details you have provided, to confirm what has been arranged and when to expect your replacement.
Alternatively you can call our customer services team on 0333 004 6333 to log your damaged item. A member of the team will then guide you through information regarding sending photographs in to us.
Please be assured that we will always replace goods that have been damaged during transport, when they have been reported to us within 14 days of delivery.
Advice about returning products
If you have any questions about returning a product to us, please don’t hesitate to get in touch. Our customer services team will be able to help you – simply call 0333 004 6333.