Our Refund Policy
A legal disclaimer:
We are confident you will be happy with your purchase and the quality of our handcrafted products. However, we understand occasionally difficulties may arise. Please note that we do not accept returns based on a change of mind but will give consideration based on the following:
Quality Assurance:
If you receive a product that is not of satisfactory quality, you are asked to notify us as soon as possible, using the details provided on your sales order, but no later than 48 hours of receipt, with a description of the noted defect and supporting picture(s).
On receiving notification a representative will contact you either by email or phone to assist. If this is deemed to be a quality control we will ask for the product to be returned using a tracked service. Return details will be provided. Please note we are not able to confirm a refund will be issued until the goods are received and have been inspected. Following which, you will be notified of the outcome.
Your Responsibility:
You are responsible for the care and use of the products supplied to you, following the guidelines supplied either on the packaging or as an additional supplement. Whilst we do our utmost to provide clear instructions, regrettably, we cannot accept returns for items deemed faulty if care instructions have not been followed, and the damage is due to misuse or negligence. Please carefully read our usage instructions to maintain the quality of your cream throughout its shelf life
You are responsible for returning the goods, using the Royal mail tracked 48 hour postal service. Items sent back without first requesting a return will not be accepted and Items lost in transit will not be treated as returned.
Goods Damaged In Transit:
If the concerns are related to damage caused in transit and unsatisfactory delivery of our products, it is requested you notify us as soon as possible, and within 24 hours of receiving goods, with a picture and description of the damage. This will be reported to the assigned delivery service, for reimbursement. You will be notified of the progress and claim outcome. Regrettably we are unable to offer assistance for damage caused in transit which has not been notified within a reasonable timescale as determined by the carrier.
Cancellations:
We operate in accordance with the distance selling regulations, applicable to the United Kingdom. You have the right to change your mind. However, due to the perishable nature and made to order specifications of the products we sell, we are not able to offer an open-ended cancellation option.
We do not accept cancellations, but if you have any problems with your order please contact us on our contact us page or by emailing us at info@somonaturals.co.uk
Processing your refund request:
Refunds issued are carried out at our discretion, following assurance all reasonable steps and have been taken and guidelines followed. We will let you know whether your refund has been approved. Following which we aim to process a refund within 2 days following approval. A refund will be issued to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process the refund.
Exceptions:
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
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Custom or personalised orders
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Intimate items (for health/hygiene reasons)
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Items on sale