Refund policy

Return and Refund Policy – SootheSense

Return Rules Summary



Item Details
Returns accepted for 30 days
Free return shipping ✅ Yes (covered by SootheSense)
Restocking fee 25%
Final sale items ❌ No final sale items

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the SootheSense website located at soothsense.co.za

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: Support@soothesense.co.za

  • Phone: 065 921 0078

  • Hours: Monday–Friday, 9 AM to 5 PM SAST

3. Return Eligibility

Customers in South Africa have the right to return the product within 30 days of receipt, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.

  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service at Support@soothesense.co.za or call 065 921 0078 within 30 days of receiving your order.

  2. Provide your order number and a detailed reason for the return.

  3. After reviewing your request, we will provide detailed return instructions.

4.2 Preparing Your Return

  • Package the item safely in its original packaging.

  • Ensure all accessories, manuals, and free gifts are included.

4.3 Shipping the Return

  • Free return shipping – We will provide you with a prepaid return shipping label.

  • Ship the package within 7 days of receiving the return authorization.

5. Restocking Fee

  • A 25% restocking fee will be deducted from your refund for all returns (except defective or incorrect items).

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility: Items must be unused, undamaged, and in original packaging. Return request must be made within 30 days of receipt.

  • Refund: Purchase price minus 25% restocking fee will be issued to the original payment method.

6.2 Defective or Damaged Goods

  • Notification: Contact us within 48 hours of receiving the item.

  • Documentation: Provide photos or videos of the defect or damage.

  • Resolution: We will offer a replacement or a full refund (no restocking fee) .

6.3 Incorrect Product Received

  • Notification: Inform us immediately upon receipt.

  • Resolution: We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification: Contact us if your product does not arrive within the estimated delivery time.

  • Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment: You can cancel your order for a full refund if it has not yet been shipped.

  • After Shipment: If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products

  • Perishable Goods

  • Intimate or Sanitary Goods

  • Gift Cards

No final sale items – all items are eligible for return within 30 days.

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after we receive and inspect the returned item.

  • We will notify you via email regarding the approval or rejection of your refund.

8.2 Refund Processing

  • Method: Refunds will be processed to the original payment method.

  • Time Frame: Refunds (minus 25% restocking fee where applicable) will be processed within 7 business days after inspection.

8.3 Partial Refunds

Partial refunds may be granted for items not returned in original condition or missing parts.

9. Exchanges

We do not offer direct exchanges. Return the original item for a refund and place a new order separately.

10. Timelines

  • Return Window: 30 days from receipt

  • Return Processing: Within 7 business days after inspection

  • Refund Period: Up to 10 business days to appear in your account

11. Legal Rights

This policy does not affect your statutory rights under the South African Consumer Protection Act No. 68 of 2008.

SootheSense – Your comfort, our priority.