Return Policy

At SOOXOS, we want every part of your shopping experience to feel smooth, reassuring, and enjoyable. We take great care in selecting and delivering our products, and if you need help with a return, our team will be here to support you throughout the process.

Returns

Cancellation rights and no-quibble money-back guarantee

We want you to be delighted with the items you buy. In accordance with the Consumer Contracts Regulations, you have the right to cancel your order within 14 days without giving any reason, subject to the conditions set out below.

The cancellation period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.

Please note that this right does not apply to made-to-order items, including commissioned or personalised products. It also does not apply to business customers, trade orders, or on-premises contracts.

For the avoidance of doubt, any item described as "made to order" or "custom made to order" is individually produced to your personal specifications in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations. These items are not fully standardised or pre-made products. Such items are often available in a wide range of colours, fabrics, woods, and sizes, although we may display only a selected number of options to make the ordering process simpler and more convenient.

Exercising your right to cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement, such as by letter or email. You may use our cancellation email form, although this is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication before the 14-day cancellation period has expired.

If you cancel your order, you will be reimbursed all payments received from you, including the cost of standard delivery. However, we may deduct from your reimbursement any loss in value of the goods if that loss results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We also reserve the right to refuse a return where the goods or packaging are damaged, not in an as-new condition due to handling by you, or where items requiring assembly have been partially or fully assembled.

Where a discounted price was applied because multiple items were purchased together, for example, as part of a volume discount, and some items are returned while others are retained, any refund will be recalculated based on the retained items being charged at their full listed retail price without the discount.

Refunds

Refunds will be made without undue delay and, where goods have already been dispatched, no later than 14 days after the day the goods are received back by us.

Refunds will be issued using the same method of payment used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

Please note that we may withhold reimbursement until the returned goods have been received back.

Returning goods after cancellation

If the goods have already been delivered or dispatched, you must send them back without undue delay and, in any event, they must arrive no later than 14 days from the day on which you notify us of your cancellation.

This deadline is met if you send the goods back or arrange for collection before the 14-day period has expired.

In some cases, we may be able to arrange collection from your address. In other cases, we may require the goods to be collected by our delivery partners to reduce the risk of damage in transit.

You will be responsible for the direct cost of returning the goods or the collection cost. This also applies if you refuse delivery after the goods have already been dispatched.

Collection charges typically range from £30 to £100, depending on the type of item, but may be higher if:

• The collection address is especially far from the warehouse
• The item is particularly large, fragile, or valuable
• Multiple items need to be collected

If goods have already been dispatched and you cancel the order before delivery, or refuse to accept delivery, you will still be responsible for the return cost. This cost will be charged at the same rate as the collection cost referred to above.

For the avoidance of doubt, goods are considered dispatched once they have been handed to the delivery service. Dispatch and delivery may not take place on the same day, and depending on the delivery address and the nature of the goods, there may be several days or longer between dispatch and delivery. Goods may also be dispatched before you are contacted regarding the delivery schedule.

Damaged or incorrect items

We take every care to ensure that your order arrives in excellent condition. However, we understand that, on occasion, issues may arise.

If your item arrives damaged or incorrect, please:

• Inspect all parts and contents as soon as possible after delivery and before assembly
• Contact us at info@sooxos.co.uk with a clear description of the issue and supporting photographs before assembly begins

This helps us review the matter promptly and fairly.

Unfortunately, we may be unable to accept responsibility for damage reported after assembly, or for issues arising during assembly, handling, or misuse after delivery. Customers may also be asked to provide evidence that the issue was present at the time of delivery.

Without the requested information and photographic evidence, we may not be able to fully investigate or resolve the matter.

Natural variations

Many of our furniture and homeware pieces are made from natural materials, each with its own unique character. Variations in grain, texture, tone, and natural markings are normal and should not be considered faults.

At SOOXOS, we carefully select quality materials, and we believe these natural details contribute to the beauty, authenticity, and individuality of each piece.