Sooxos Return & Damage Policy

 

At Sooxos, we want you to shop with complete confidence. Our simple and transparent returns policy ensures a hassle-free experience should you need to return an item.

Returns Policy

If, for any reason, you are not fully satisfied with your purchase, you may return your item(s) within 30 days of receiving your order. Please notify our customer service team within this timeframe so we can assist you promptly.

We are happy to offer either:

  • A replacement (subject to stock availability), or

  • A refund

To qualify for a return, the following conditions must be met:

  • The item must be unused, complete, and in resalable condition

  • The item must be returned in its original packaging

  • We are unable to collect goods that are not packaged

  • Items that require repackaging may incur a 20% repackaging fee, which will be deducted from your refund

Our customer service team can arrange the collection of your return. Collection costs must be paid in advance, either by phone or via an invoice.

Damaged or Incorrect Items

While we take great care to ensure your order arrives in perfect condition, we understand that issues may occasionally occur.

Please follow these steps if your item arrives damaged or incorrect:

  1. Inspect all parts and contents upon delivery, before beginning assembly.

  2. Contact us at info@sooxos.co.uk with a description and clear photos of the issue before assembly begins.

This step is important, as we cannot be held responsible for damages that occur during assembly or due to misuse after delivery. Customers must demonstrate that any reported damage did not occur after the item was delivered.

Without the required information and visual evidence, we may be unable to investigate or resolve the issue.

Natural Tolerances in Products

Many of our homeware products are made from natural materials, each with its own unique characteristics. Variations in grain, texture, and colour are normal and contribute to the individuality of each piece.

At Sooxos, we select only high-quality materials; however, natural markings should be expected and appreciated as part of the product’s authentic appearance.