Refund policy
Returns & Refunds Policy
Last updated: 17 January 2026
Overview
We hope you love your Só Soy purchase. If for any reason you are not completely happy, this policy explains how returns and refunds work.
Returns Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, items must be:
• Unused
• In their original packaging
• In a saleable condition
Returns requested outside of the 14 day period cannot be accepted.
How to Start a Return
To begin a return, please email us at hello@sosoy.co.uk with your order number and reason for return. We will respond with instructions on how to return your item.
Returns sent without contacting us first may not be processed.
Return Postage
Customers are responsible for the cost of return postage.
Original shipping costs are non refundable.
We strongly recommend using a tracked postal service and retaining proof of postage, as we can only process refunds once items have been received.
Condition of Returned Items
Returned items must be packaged carefully. We are unable to issue refunds for items that are damaged during return transit.
Refunds
Once your return has been received and inspected, we will notify you if your refund has been approved.
Approved refunds will be processed to your original payment method. Please allow your payment provider time to apply the refund to your account.
Sale Items
Sale items are non refundable and non returnable.
eGift Cards and Digital Products
eGift Cards and all digital products are non refundable and non returnable once issued.
By purchasing an eGift Card, you acknowledge that:
-
The product is delivered electronically
-
Delivery is considered complete once the gift card has been sent to the email address provided at checkout
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Responsibility for providing the correct recipient email address rests with the customer
Once an eGift Card has been issued or redeemed, it cannot be cancelled, refunded, replaced or reversed.
If an incorrect email address is provided, we are unable to reissue or refund the gift card once it has been delivered.
This does not affect your statutory rights in cases of technical failure where the digital product was not delivered.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 48 hours of delivery at hello@sosoy.co.uk with clear photos of the item and packaging.
We will assess the issue and arrange a replacement or refund where appropriate.
Chargebacks and Fraud Claims
If a chargeback or fraud claim is raised for an order that has been successfully delivered or redeemed, we reserve the right to provide all relevant order information, delivery confirmation, and usage records to the cardholder’s bank or payment provider.
Submitting a chargeback for a product that has been received or used may be considered misuse of the chargeback system.
Statutory Rights
This policy does not affect your statutory rights. This includes your rights in relation to faulty, damaged, or misdescribed goods.
Contact Us
If you have any questions about returns or refunds, please contact us at:
Email: hello@sosoy.co.uk