Refund policy
Refund & Return Policy
Return Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To qualify for a return, the item must:
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Be unused and in the same condition as received;
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Be returned in its original packaging;
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Include all accessories, manuals, and original labels (if applicable);
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Be accompanied by proof of purchase (order confirmation or receipt).
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To initiate a return, please contact our customer support team at:
Email: thesoakrush@gmail.com
Please include your order number and the reason for your return request.
If your return is approved, you will receive instructions on how and where to send your package.
Return Address:
[INSERT RETURN ADDRESS]
Items returned without prior authorization will not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery by emailing thesoakrush@gmail.com, including photographs of the issue.
We will review the claim and, where appropriate, provide a replacement, refund, or other suitable resolution at no additional cost.
Non-Returnable Items
For hygiene, safety, and legal reasons, certain products cannot be returned, including:
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Personalized or custom-made products;
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Perishable goods;
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Personal care or hygiene products once opened;
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Hazardous materials or flammable products;
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Digital products or downloadable content (if applicable);
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Gift cards.
Clearance or final sale items may not be eligible for return unless required by applicable law.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original product (if eligible) and place a new order separately.
European Union Consumer Right of Withdrawal
For customers residing in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order without providing any reason, in accordance with applicable EU consumer protection legislation.
To exercise this right, you must notify us by email before the 14-day period expires.
Returned products must be unused, in their original condition and packaging, and accompanied by proof of purchase.
This statutory right does not apply to products exempt under EU law, including personalized goods, sealed hygiene products once opened, and other exempt categories provided by applicable legislation.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method used for the purchase within 10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Return Shipping Costs
Unless the return is due to our error (including defective, damaged, or incorrect items), customers are responsible for the cost of return shipping.
Original shipping charges are non-refundable unless otherwise required by applicable law.
Compliance with Applicable Law
Nothing in this Return & Refund Policy limits or excludes any mandatory consumer rights available under the laws applicable in your country or state of residence, including the European Union consumer protection regulations and applicable United States consumer protection laws.