Delivery: Any date or period for delivery shall be considered as indicative only, although it is our policy to try to despatch all orders within 3 working days. You will be notified if any products on your order are not available at the time of despatch, and where possible an alternative product shall be offered. We cannot be held responsible for delays in the delivery caused by the supplier, the carrier or any other third party. The products will be your responsibility from the completion of delivery.
Returns and Refunds: If you are a consumer, you may only purchase products from our site if you are at least 18 years old. As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
If you are a consumer, you have a legal right to cancel a contract under the Consumer Protection (Distance Selling) Regulations 2000 during the period set out below. This means that during that period if you change your mind or for any other reason you decide you do not want to keep a product, you can notify us of your decision to cancel the contract and receive a refund.
However, this cancellation right does not apply in the case of: (a) any made-to-measure, personalised or otherwise custom-made products; (b) any of our products which are sealed which you have opened or unsealed; (c) any other goods which are exceptions to the “cooling off period” in the Consumer Protection (Distance Selling) Regulations 2000. Your legal right to cancel a contract starts from the date that we confirm your order, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of five working days in which you may cancel, starting from the day you receive the products. Working days do not include Saturdays, Sundays or public holidays.
To cancel a contract, you must contact us in writing or by sending an e-mail to [email protected].
The return address is as follows:
SOAK, 205 Ashby Road, Hinckley, Leicestershire, LE10 1SJ
You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us. You will receive a full refund for the price you paid for the products and any applicable delivery charges you paid for. We will process the refund as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described above. If you returned the products to us because they were faulty or mis-described, please see below. We refund you on the credit card or debit card that you used to pay for the products.
If the products were delivered to you: (a) you must return the products to us as soon as reasonably practicable and in the same state they were in when received; (b) unless the products are faulty or not as described you will be responsible for the cost of returning the products to us; (c) you have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession. If the products are not in the same state as when sent to you, for example seals are broken you will not be entitled to a refund. Similarly if you have otherwise damaged the products we may have to claim against you.
Returns – Faulty / Damages: In the unlikely event you receive a damaged or faulty item please contact us for advice at [email protected] Please ensure you include your order number on the email. Any faulty products returned within 14 days of purchase and accompanied by proof of purchase will be exchanged or refunded. Any returns outside of this period will be replaced or refunded at our sole discretion. Any items returned due to delivery failure will automatically be refunded for the value of the products only.