Refund policy

Return and Refund Policy

Last updated: 6 March 2026

Overview

This Return and Refund Policy applies to all purchases made through the Soirose online store. By placing an order, you agree to the terms set out below. This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Eligibility for returns

We accept returns within 14 days of delivery. To be eligible, items must be unused and unworn, in their original packaging with all tags attached, and in the same condition as received. We reserve the right to refuse a return if items show signs of use, damage, alteration, or if original packaging is missing or damaged.

Statutory right of cancellation

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your goods, for any reason. The cancellation period expires 14 days after the day on which you, or a person you nominate, receive the goods. To exercise your right of cancellation, you must inform us by a clear statement (e.g. email) at infosoirose.uk@gmail.com. You must return the goods without undue delay and no later than 14 days after notifying us of the cancellation.

How to request a return

Contact us at infosoirose.uk@gmail.com with your order number, the item(s) you wish to return, and the reason for the return. We will confirm your return request and provide return instructions.

Return postage

The buyer is responsible for the cost of return postage. We strongly recommend using a tracked delivery service, as we cannot accept responsibility for items lost or damaged in return transit.

Refunds

Once we receive and inspect your returned item(s), we will notify you by email of approval or rejection. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item(s). Please note that your bank, credit card company, or payment provider (including PayPal, Klarna, or Shop Pay) may take additional time to process and post the refund. If you paid via Klarna or Shop Pay instalments, the refund will be processed according to the terms of those providers.

Faulty or misdescribed items

If you receive an item that is faulty, damaged, or not as described, you are entitled to a full refund including return postage costs. Please contact us within 30 days of delivery with photographic evidence of the issue. Your rights under the Consumer Rights Act 2015 are not affected.

Late or missing refunds

If you have not received your refund within the expected timeframe, first check with your bank or payment provider. If you have done so and still have not received your refund, contact us at infosoirose.uk@gmail.com.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

Non-returnable items

Items that have been used, altered, damaged by the buyer, or returned without original packaging are not eligible for return or refund, except where the item is faulty.

Contact

infosoirose.uk@gmail.com 39 Curle Street, Glasgow, G14 0SB, United Kingdom.