Sooxos Refund & Cancellation Policy
Refund Policy
All refunds are processed using the original method of payment.
Once a refund has been initiated, it may take up to 5 working days for the funds to appear in your account from the date we receive the returned item or confirm cancellation of your order. You will receive an email notification as soon as your refund has been processed.
Order Cancellations
Before Dispatch
If your order has not yet been dispatched, you may cancel part or all of your order within three days of the purchase date.
Once we receive your cancellation request, we will process your refund promptly—it's as simple as that.
After Dispatch
If your order has already been dispatched:
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You will need to refuse the delivery when it arrives.
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Please note: refusing delivery may incur a restocking fee, which will be deducted from your refund once the item is returned to us.
If you have already signed for or accepted the delivery, please contact us within 30 days. Our team will provide return instructions or arrange a collection once the applicable collection charge has been paid.
Refunds will be issued once the item has been received and inspected at our distribution centre, minus any additional fees incurred (such as collection or restocking charges).
Made-to-Order Products
Please note that Made-to-Order items cannot be cancelled or returned. These products are created specifically for you and are exempt from our standard cancellation and return policies.