Returns & Refund

Our 60-day money-back guarantee

We want you to love Soothwell. If you’re not happy with your first pouch for any reason, contact us within 60 days of receiving your order and we’ll refund you, even if the pouch is opened.

The guarantee covers one opened pouch per customer. If you bought more than one, any additional pouches need to be unopened and returned to qualify for a refund.

To start a refund, email support@soothwell.co with your order number.

Your 14-day right to cancel

As a UK customer, you can cancel your order within 14 days of receiving it, for any reason, under the Consumer Contracts Regulations. To use this right, pouches must be unopened, with the seal intact, and in their original packaging, because food supplements can’t be resold once opened for health and hygiene reasons.

Sending items back

Please contact us before sending anything back. If your return is accepted, we’ll email you instructions on how and where to send it. Items sent without first contacting us may not be accepted.

You’re responsible for the cost of return postage, unless the item arrived damaged, faulty or incorrect, in which case we’ll cover it.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email support@soothwell.co with your order number and a photo, and we’ll put it right with a replacement or a full refund. This doesn’t affect your statutory rights.

Refunds

Once we’ve received and checked your return, we’ll email you to confirm. Approved refunds go back to your original payment method within 14 days. Your bank may take a few extra days to show it.

If it’s been more than 14 days since your refund was approved and you haven’t received it, please get in touch at support@soothwell.co.

Subscriptions

You can pause, skip or cancel your subscription at any time, with no minimum commitment. Log in to your customer portal (we email you a link after your first order) or contact support@soothwell.co. Cancel before your next billing date to avoid being charged for that delivery.