In plain words

Don't like it? We refund your first order. Tell us within 30 days of delivery and we will refund what you paid. Do not post it back. Pass it to someone who will drink it. One refund per customer, first order only.

This is in addition to your legal right to cancel, which is set out below. If you cancel under that right, unopened boxes can be returned within 14 days and return postage is at your cost unless the order arrived damaged or wrong.

The full terms

1. Cancellation

You may cancel your order at any time within 14 days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price of the original goods and standard delivery charges.

To cancel your order, you must inform us in writing. You must also return the goods to us at your own cost. For further details, please see clause 2.5.

2. Returns

Soulistiq Naturals Ltd. aims to always provide high quality goods that are fault free and undamaged.  On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.

2.1 If you receive goods which do not match those that you ordered, you should contact us within 14 days to arrange collection and return. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods.  Replacements will be issued upon our receipt of the returned goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 14 days and in any event no later than 30 calendar days after receipt of the returned goods. Refunds will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

2.2 If goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the goods have been damaged. To return the damaged goods, please contact us within 14 days to arrange collection and return. We are fully responsible for paying shipment costs.  You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon Our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

2.3 If any goods you have purchased have faults when they are delivered to you, you should contact us within 14 days to arrange collection and return. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. We are fully responsible for paying shipment costs. Replacements will be issued upon our receipt of the returned goods.  Refunds will be issued within 14 days and in any event no later than 30 calendar days after receipt of the returned goods. Refunds will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

2.4 If any goods you have purchased develop faults within 30 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement you should contact us within 14 days to arrange collection and return. We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), we will issue replacement goods at no additional cost to you.

2.5 If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you. If the goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform us within 14 calendar days of receipt. Goods must be returned to us within 14 calendar days of the day on which you inform us that you wish to return the goods. You are responsible for paying return shipment costs if goods are returned for this reason. Refunds will be issued no later than 14 calendar days after receipt of the returned goods. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

2.6 Soulistiq Naturals Ltd. may not be able to accept returns under the cooling off period of the following types of goods and/or taking into account the following circumstances:

2.6.1 Goods made to your specifications or that have been personalised;

2.6.2 Goods which are liable to deteriorate or expire rapidly;

2.6.3 Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;

2.6.4 Goods which are, after delivery, according to their nature, inseparably mixed with other items;

2.6.5 Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). Please note that opening packaging does not prevent you from returning Goods unless the Goods fall under sub-Clauses 2.6.3 or 2.6.4 and in any event does not include the opening of delivery packaging, only the packaging of the product itself.

3. Pricing and availability

While we make every effort to ensure the accuracy of the pricing and availability information on the website, there may be occasions when these are not up to date and we reserve the right to change them without notice.

Postage is calculated according the weight of the order and the destination. We try to ensure that this is current and accurate for the destination but reserve the right to amend if necessary.

To start a return, you can contact us at shopify@soulistiq.com. Please note that returns will need to be sent to the following address: 203 Syon Lane, Isleworth, London TW7 5PU. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shopify@soulistiq.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopify@soulistiq.com.