Refund policy

We have a 30-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customer@sozohouse.store. A member of our team will respond to you within 48 hours.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customer@sozohouse.store. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions/ Exchanges / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns or exchanges on sale items or gift cards.

Purpose

Clearly defines what can/cannot be returned, timeline, condition requirements, and refund process.

Key Protections

  • Limits returns to original condition items only
  • Shifts return shipping cost to customer
  • Defines "used" to protect you
  • Clarifies refund timeline

How to Request Return

  1. Email customer@sozohaus.store with:
    • Order number
    • Item names
    • Reason for return
    • Photos (if damaged)
  2. We'll email you a return shipping label (or address)
  3. Pack items securely and ship back
  4. Keep proof of postage

NON-RETURNABLE ITEMS

The following CANNOT be returned:

 Hygiene/Safety Items (opened/used)

  • Bedding, pillows, mattress pads
  • Face cloths, sponges
  • Toothbrushes, razors
  • Any item in close contact with skin once opened

 Damaged by You

  • Stains, tears, marks
  • Broken or cracked (unless DOA - dead on arrival)
  • Water/liquid damage
  • Discoloration from misuse

Clear Signs of Use

  • Worn cushion covers
  • Tested cooking equipment
  • Scuffed furniture
  • Faded/worn items

 Custom/Personalized Items

  • Engraved products
  • Personalized items
  • Made-to-order items

 Final Sale Items

  • Clearance items (marked "final sale")
  • Discounted items >50% off
  • Damaged/refurbished items

Perishables & Food Items

  • Food (once opened)
  • Candles (once burned)
  • Consumables

 Who Pays for Return Shipping?

  • You pay return shipping (typically £2–6)
  • We'll email you a return label to print
  • Some carriers: DPD, Hermes, Royal Mail
  • Shipping cost varies by weight/carrier

 How to Ship Back

  1. Print return label (email from us)
  2. Attach to package
  3. Drop at carrier location
  4. Keep proof of postage

Untracked Returns If you return without label:

  • We can't track it
  • We're not liable if lost
  • Always use our return label

Refund Amount Full refund if:

  • Item unused, with tags
  • Returned within 14 days
  • Condition like new

Partial refund if:

  • Item shows minor use
  • Tags removed but never worn
  • Packaging damaged but item fine
  • Discount applied (original price refunded)

No refund if:

  • Outside 14-day window
  • Item visibly used/worn
  • Damaged by customer
  • Final sale item

How Refund is Issued

  • Original payment method (credit card, PayPal, etc.)
  • May take 5–10 business days to appear
  • You'll get email confirmation

Refund Status

Item Arrived Damaged If item arrived broken/damaged:

  1. Don't use it
  2. Take photos of damage + packaging
  3. Email within 24 hours with photos
  4. We'll arrange:
    • Replacement shipment, OR
    • Refund (full, we pay return shipping)

6.2 Defective Items If item stops working/has manufacturing defect:

  1. Contact us with issue + photos
  2. We'll troubleshoot
  3. If defective, we'll send replacement or refund
  4. Defects covered within 30 days of delivery

6.3 Return Shipping for Damaged Items

  • We'll cover return shipping for genuine damage
  • We'll email you a prepaid return label

7. SPECIAL CASES

7.1 Wrong Item Sent

  • Contact within 24 hours
  • We'll send correct item immediately
  • Wrong item returned (we pay shipping)
  • No refund fee charged

7.2 Missing Items

  • If package opened but item missing
  • Contact within 48 hours
  • We'll investigate with courier
  • Replacement or refund issued

7.3 Changed Mind / No Longer Want Item

  • You can still return within 14 days
  • You pay return shipping
  • Refund issued as normal
  • Must be unused with tags

8. EXCEPTIONS & FINAL SALE

8.1 Items Marked "Final Sale"

  • Clearance items
  • Discounted 50%+ off
  • Damaged/refurbished
  • CANNOT BE RETURNED
  • You acknowledge this at checkout

8.2 Custom/Personalized Items

  • Engraved products
  • Personalized items
  • Made-to-order
  • CANNOT BE RETURNED
  • No refund available

9. CONTACT & DISPUTES

9.1 Return Inquiries Email: customer@sozohouse.store Subject: "Return Request - [Order #]" Response time: 24–48 hours

9.2 Refund Disputes If you disagree with our refund decision:

  1. Email us with explanation
  2. We'll review within 5 days
  3. If unresolved, use ADR/small claims court

3. SHIPPING & DELIVERY POLICY

Purpose

Sets expectations about delivery times, costs, tracking, and liability after shipment.

Key Protections

  • Estimates (not guarantees) protect you from liability
  • Clearly state risk passes to customer after delivery
  • Limit liability for carrier delays
  • Set clear process for claims

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer@sozohaus.store.

Unfortunately, Sozo Haus does not offer refunds once an order has been used, we do not accept products that have already been opened and used. We also do not accept products if there is no proof of an invoice or receipt of payment. We aim to provide high‑quality household essentials and a smooth shopping experience. 

Orders begin processing immediately after checkout, meaning they cannot be cancelled, reversed, or refunded until delivery occurs. This ensures there are no delays with shipping.