Refund policy

RETURNS & REFUNDS

We hope you love your SOUL.LIO order. If something isn't quite right, we're here to help.

CHANGING YOUR MIND

If you purchase from soullio.com, you have 14 days from the day you receive your order to let us know that you wish to cancel and return it.

Once you have notified us, you have a further 14 days to return the eligible item(s) to us.

To request a return, please contact us through our Contact Us page or email shine@soullio.com with your order number and details of the item(s) you would like to return.

Items must be returned in their original condition and, where applicable, with all seals and protective packaging intact.

BEAUTY & HYGIENE PRODUCTS

For health and hygiene reasons, certain sealed beauty and cosmetic products cannot be returned once their seal or protective packaging has been opened or removed, unless the product is faulty.

Please check that you are happy with your product before opening or breaking any hygiene seal.

This does not affect your statutory rights.

RETURN POSTAGE

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning your order to us.

We recommend using a tracked postal service and keeping proof of postage until your return has been completed.

If you receive a faulty, damaged or incorrect item, please contact us before returning it so we can arrange the appropriate next steps.

REFUNDS

Once your eligible return has been received, we will process your refund back to your original payment method.

Refunds will be made within 14 days of receiving the returned goods, although your bank or payment provider may take additional time to show the funds in your account.

Where you cancel your entire order in accordance with your statutory cancellation rights, we will also refund the cost of our standard delivery option. If you chose a more expensive delivery service, any additional delivery cost above our standard delivery charge will not be refunded.

We may reduce a refund where permitted by law if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning and its value has been reduced as a result.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.

Please include your order number, details of the issue and, where appropriate, photographs so we can resolve it for you.

Your legal rights in relation to faulty, damaged or misdescribed goods are not affected by this policy.

ORDERS PURCHASED FROM OTHER LOCATIONS

This returns policy applies to purchases made directly through soullio.com.

Products purchased through a third party, retailer, hotel or other location may be subject to the returns policy of the place where the purchase was made.

CONTACT US

For return or refund enquiries, please contact:

SOUL LIO LTD
Email: shine@soullio.com

Registered Office:
71-75 Shelton Street
London
England
WC2H 9JQ

Company No. 16797725
Registered in England & Wales