Returns & Refunds

 

Our simple returns policy means that you can shop hassle-free at Sooxos.


If for any reason you are not satisfied with your purchase, you can return your goods. We must be notified within 14 days of receiving your goods. We will be happy to offer you a replacement (stock dependent) or a refund.
This is only applicable if the item/s returned item is complete, in resalable condition, unused, and with the proper packaging. We cannot collect goods that are not packaged. We reserve the right to charge a 20% repackaging fee for item/s that need repackaging. This can be deducted from your refund.
Our customer service team is happy to arrange the collection of any returns. The cost will need to be paid for over the phone or via invoice before setting the collection.



DAMAGES

Should your order arrive damaged (including made to order products), don't hesitate to get in touch with us within 48 hours of delivery. We will ask you to email a photograph of the damage and describe the issue.

Please note that without the correct information and imagery, within the 48 hours timeframe, we will be unable to investigate the issue.

We will arrange a free collection of damaged products. Once we have received the returned item, a replacement (stock dependent) will be placed at our expense.



TOLERANCE PRODUCTS

Our natural-based homeware products will have their own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one product to another. Sooxos selects only the highest quality. However, some marking is inevitable and should be accepted as part of the unique natural appearance of our furniture.



REFUNDS

All refunds will be processed to the original method of payment. Once processed, the refund may take up to 5 working days of an item being received or a confirmation order has been cancelled. You will be notified by email when this has been processed.



CANCELLATIONS

If the order has not been dispatched, you can cancel part or full orders within three days of the purchase date.

Once we have received confirmation of your cancellation, we will process a refund. It's as easy as that.

Cancellation requests made after we've dispatched your item(s) will need to be refused at the point of delivery (This may incur a restocking fee which will be deducted from your refund upon return). However, if you have signed for the item(s), contact us within 30 days. Once we have been notified, we'll let you know how to return it or arrange for a collection once the necessary collection charge has been applied.

Once received into our distribution centre, you'll receive a refund (minus any additional charges which may have been incurred). 'Made to Order products cannot be cancelled or returned.