Under the Consumer Contracts Regulations, your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. The Soap Co is not liable to cover costs of returning the goods.
Please note this only applies to customers located within the European Union.
Where goods are simply unwanted and notification is received after the 14 day cooling off period, we will be delighted to offer an exchange or a gift card to the value of the goods within 28 days of you receiving the goods. The Soap Co is not responsible for covering costs of returning the goods.
In this instance, please notify us of your intent to return the goods in writing, or by email to firstname.lastname@example.org. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 28 day period has passed we have the right to refuse exchanges of any unwanted items.
Should you experience any issues with your order, please contact our Customer Service team on +44 (0)20 3078 8950 or via email at email@example.com.
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service Team on +44 (0)20 3078 8950 or via email at firstname.lastname@example.org. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.
Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing or by email at email@example.com. All goods believed to be faulty will be required for Quality Review. Once this item(s) have been received, a Quality Review Investigation will take place within 10 working days to complete. Correspondence will be made directly with the customer.
The cost of returning all unwanted items are your responsibility, all returns should be securely packaged and sent to the following address:
The Soap Co
c/o CLARITY Employment For Blind People
Unit 7, Highams Park Industrial Estate
If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging.
We recommend that you obtain proof of postage, in the unlikely event that we do not receive the parcel. Orders which may have received a promotional item or gift with a purchase and where all or part of the order is being returned for a refund (please refer to Consumer Contracts Regulations), the free gift must also be returned in order for the credit to be performed.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion.
Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price.
Exchanges will be processed within 5 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.
Where the goods have been received as a gift, items may be exchanged for alternative products or the amount can be applied to a The Soap Co gift card.
Where a refund is due, this will be processed onto the credit/ debit or The Soap Co gift card with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank.
Where the original purchase was made using your The Soap Co card and another form of payment; any refund owed will be credited to The Soap Co card in the first instance. If the total to be refunded is more than originally paid by The Soap Co card, any remaining refund balance will be refunded as a gift card.