Refund policy
Return Policy
At So Your Own, we are committed to ensuring you’re 100% in love with your purchase. For any custom design work, we will provide you with a digital proof for approval before production. Please review this carefully as custom orders cannot be returned or refunded unless they arrive damaged or defective. As such we’re hopeful that you won’t actually need this policy. However, as with everything in life, things don’t always go to plan and mistakes can happen and quality can slip below expectations. So, this return policy is for those situations, no matter how infrequently needed.
Returns and Replacements
- Eligibility: You have 14 days from the date you received your item to request a return or replacement item
- Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. We regret that we are unable to accept returns or replacements for customised or personalised items unless they are faulty.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
Non-Returnable and Non-Exchangeable Items
- Personalised or Customised Items: Items that have been personalised or customised according to your specifications cannot be returned or exchanged unless they arrive damaged or defective.
- Other Non-Returnable Items: Gift cards are not eligible for return. Gift cards are transferable though, so that might be an alternative option for you.
How to Initiate a Return or Replacement
- Contact Us: Please contact us within 14 days of receiving your item by emailing becky@soyourown.com with your order number and reason for return. Providing photos of the item and an explanation as to what the issue is will be really helpful. We can then get back to you and provide instructions on how to proceed.
- Return Shipping: You will be responsible for the cost of return shipping, which is non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance.
Refunds
- Inspection: Upon receiving your return, we will inspect the item and notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your original method of payment within 5-7 business days.
- Partial Refunds: Certain circumstances may result in a partial refund, such as items not in their original condition, damaged, or missing parts for reasons not due to our error.
Replacement
- Replacing your item: In the event that the product is faulty, our priority will be to rectify the situation and replace the item(s) in question.
Sale & Sample Stock Items
- Sale & Sample Stock Items: Only regular-priced items may be refunded; sale and sample stock items are final sale and cannot be refunded.
Custom Orders
- Custom Designs: For any custom design work, we will provide you with a digital proof for approval before production. Please review this carefully, as custom orders cannot be returned or refunded unless they arrive damaged or defective.
Shipping Costs
- Return Shipping Costs: Customers are responsible for return shipping costs. If you are shipping an item over £50, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
- Refund of Original Shipping Costs: If your return is approved, the original shipping costs will not be refunded unless the return is due to our error (e.g., wrong or defective item).
Processing Time
- Processing Time: Refunds and exchanges will be processed within 5-7 business days from the date we receive your returned item. Please note that your bank or card issuer may take additional time to post the refund to your account.
Contact Information
If you have any questions about our Returns Policy, please contact us at:
Email: becky@soyourown.com