Returns, Refunds & Cancellation Policy
At SozoHaus, we want every customer to feel confident and satisfied with their purchase. This policy outlines your rights regarding returns, cancellations, and refunds.
Consumer Right to Cancel (Distance Selling)
Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving the goods (the 'cancellation period'), without needing to provide a reason.
To cancel:
- Email us at customer@sozohouse.store within 14 days of receiving your order
- Include your order number and the items you wish to cancel
- Return the unused, unopened item in its original condition and packaging
- Cover the cost of return shipping (unless the seller is at fault)
The 14-day period expires at the end of the day on the 14th day. If you have received your order on the 1st of the month, you have until 11:59 PM on the 15th to initiate a cancellation.
Returns for Quality Issues
Beyond the consumer cancellation right, we offer a 7-day free returns window for eligible items. If your item arrives damaged, faulty, or incorrect, you may request a return within 10 days of receiving your order.
Eligibility for Returns
Products may be returned if they meet ALL of the following criteria:
- The item is unused, unopened, and in its original packaging
- The item is not listed as non-returnable
- The item has not been damaged through misuse after delivery
- The return request is submitted within the specified timeframe
- The item label, barcode, and packaging are intact and undamaged
Non-Returnable Items
The following items cannot be returned due to hygiene, safety, supplier restrictions, or regulatory requirements:
- Used, opened, or partially used items
- Hygiene-sensitive household goods (e.g., bedding, pillows, bath products once opened)
- Items where the seal or protective wrapping has been broken
- Items damaged through misuse, accident, or neglect after delivery
- Clearance, promotional, or discontinued items
- Products where the supplier does not accept returns
- Personalised or made-to-order items
- Items purchased at a significant discount
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or is incorrect, we will provide a free replacement at no cost. Please contact us within 10 days with:
- Your order number
- Clear, high-quality photos of the damage, fault, or incorrect item
- A brief description of the issue
Return Process
To request a return or use your cancellation right:
- Email: customer@sozohouse.store
- Include: Order number, item description, and reason for return
- Attach photos if applicable
Once approved, you will receive return instructions. Customers are responsible for return shipping costs unless the item is damaged, faulty, or incorrect (in which case return shipping is free).
Processing Timeframes
Returns: Up to 14 business days to process from the date we receive your item.
Refunds: Approved refunds are processed within 14 business days of inspection. Your bank may take an additional 3-5 business days to reflect the credit.
Consumer Rights Act 2015
Under the Consumer Rights Act 2015, you have statutory rights. Goods must be as described, of satisfactory quality, and fit for purpose.
If goods do not meet these standards within 30 days of purchase, you have the right to a full refund. After 30 days, you have 6 years to claim against faulty goods, though you may need to cover return costs.
Dispute Resolution
Should you have a dispute regarding a return, refund, or cancellation, we encourage you to contact our customer service team first. If you remain unsatisfied, you may pursue your claim through:
- Chargeback claim with your credit/debit card provider
- Alternative Dispute Resolution (ADR) services
- Small Claims Court (England, Wales, Northern Ireland) or Sheriff Court (Scotland)