Return & Refund Policy
At Soma, we want you to be happy with your purchase. This Return and Refund Policy explains how returns, exchanges, and refunds work for orders placed at https://somasleep.co.uk/.
This policy forms part of our Terms of Service and does not affect your statutory rights as a consumer.
1. Returns
1.1 Return Window
You may return most items within 30 days of receiving your order, for a refund or exchange.
1.2 Conditions for Return
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging, with all tags, labels, and accessories included
- Accompanied by proof of purchase (order number or confirmation email)
We reserve the right to refuse a return or apply a deduction to your refund if an item shows signs of use, damage, or missing components not caused by us.
1.3 Non-Returnable Items
The following items cannot be returned unless faulty or damaged on arrival:
- Items marked as final sale or clearance
- Opened or used hygiene-sensitive products (e.g. pillows, mattress protectors, or bedding once removed from sealed packaging)
- Gift cards
1.4 How to Start a Return
To begin a return, email us at info@somasleep.co.uk with your order number and the reason for return. We'll confirm the return and provide instructions for sending the item back to us.
Please do not send items back without contacting us first, as we may not be able to process unsolicited returns.
2. Return Shipping Costs
2.1 Unwanted Items
If you are returning an item because you no longer want it (e.g. changed your mind, wrong size/style chosen), you are responsible for the cost of return shipping.
2.2 Faulty, Damaged, or Incorrect Items
If your item arrived faulty, damaged, or different from what you ordered, please contact us within 30 days. In these cases, we will cover the cost of return shipping and provide a prepaid label or reimburse reasonable postage costs.
2.3 Lost Returns
We recommend using a tracked shipping service to return your item, as we cannot issue a refund for items lost in transit back to us.
3. Refunds
3.1 Processing Time
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 10 business days.
3.2 Refund Method
Refunds will be issued to your original payment method. Depending on your bank or card provider, it may take additional time for the refund to appear in your account after we process it.
3.3 Partial Refunds
We may issue a partial refund if a returned item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
3.4 Late or Missing Refunds
If you haven't received a refund within the expected timeframe, please first check with your bank or card provider. If you've done this and still have not received your refund, contact us at info@somasleep.co.uk.
4. Exchanges
If you'd like to exchange an item for a different size, color, or product, please contact us at info@somasleep.co.uk. Exchanges are subject to stock availability.
5. Faulty or Damaged Items
If your item arrives faulty, damaged, or defective, please contact us within 30 days of delivery at info@somasleep.co.uk with your order number and photos of the issue. We will offer a replacement, repair, or full refund (including original delivery costs), in line with your statutory consumer rights.
6. Cancellations
6.1 Before Dispatch
If you wish to cancel an order before it has shipped, contact us as soon as possible at info@somasleep.co.uk.
6.2 Right to Cancel (UK/EU Consumers)
If you are a consumer in the UK or EU, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason, under the Consumer Contracts Regulations 2013 (UK).
7. International Returns
If you are returning an item from outside the UK, please mark the package as "Returned Goods" on customs documentation to avoid import charges being applied.
8. Contact Us
If you have any questions about this Return and Refund Policy, please contact us:
Soma
Email: info@somasleep.co.uk
Website: https://somasleep.co.uk/