Refund Policy

Refund & Returns Policy

At Sohowells, we want you to feel confident and satisfied with every purchase. If there is an issue with your order, please read the policy below to understand how returns and refunds are handled.

Eligibility for Returns

• Items may be returned within 30 days of delivery.
• The product must be unused, in new condition, and returned in its original packaging (including internal protective packaging).
• If the item is not packed properly or arrives damaged due to poor packaging, we will not accept the return.

Return Shipping

Responsibility for return shipping depends on the reason for the return:

If Sohowells is at fault:
• Examples: incorrect item, damaged on arrival (with valid proof), manufacturing defect.
• We will provide a free drop-off return label.
• The customer must drop the parcel at the designated location.

If the customer is at fault:
• Examples: change of mind, order by mistake, no longer needed.
• The customer must cover the cost of return shipping.
• We do not arrange collection for items under 25kg. These must be dropped off by the customer using a courier of their choice.

Packaging Requirements

To ensure safe transport, returned items must be packaged securely:

• Use all original protective materials provided (foam corners, wrapping, internal cardboard).
• Items must be placed in the original outer box.
• Any item damaged during return transit due to poor packaging cannot be refunded.

Refunds

• Once we receive the returned item, it will be inspected within 3–5 working days.
• Approved refunds will be processed back to your original payment method within 5–10 working days.
• Original shipping costs are non-refundable unless Sohowells is at fault.

Non-Returnable Items

• Custom or personalised products
• Items returned in poor condition or with missing packaging
• Products damaged due to incorrect installation or misuse

Incorrect or Damaged Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with clear photos of:

The damaged area
The product as a whole
The packaging (inside and outside)

This helps us resolve the issue as quickly as possible.

Contact

For any return or refund enquiries, please contact our customer support team and we will guide you through the process.