Refund & return policy

30-day guarantee

You have 30 days from the date of delivery to raise a claim. If your item arrives damaged, defective, incorrect, or not as described, we’ll issue a full refund or send a free replacement — no return shipment required. Just email us a short photo or video of the issue and we’ll handle the rest.

Damaged, defective, or wrong item

• Full refund to your original payment method, or a free replacement — your choice.
• No return shipment needed. Return shipping would cost more than the item.
• Photo or short video required to confirm the issue.
• Claim window: 30 days from delivery.

Change of mind

Changed your mind? You can return an unused item in its original packaging within 30 days of delivery. A few things to know:

• Return shipping is at the buyer’s cost.
• Refund covers the product price. Original shipping charges (where paid) are non-refundable.
• Item must arrive back in resalable condition — unused, with original packaging.
• Contact us before returning so we can share the correct return address.

Non-returnable items

• Items used beyond inspection (for hygiene reasons — eye masks, scalp tools, oils, etc.).
• Items damaged after delivery through misuse or accident.
• Items returned without prior authorisation.

Order cancellations

Orders can be cancelled for a full refund up until they enter processing (usually within 12 hours of ordering). Once dispatched, standard return policy applies.

Refund processing

Once your claim or return is approved, refunds are issued to the original payment method within 5–10 business days. Your bank or card provider may take a little longer to reflect the credit.

Lost or delayed shipments

Standard US delivery arrives in 7–12 business days. If your order is significantly delayed or the tracking hasn’t moved in over 10 business days, contact us and we’ll investigate with the carrier and, if needed, refund or replace at no cost to you.

How to reach us

Email care@soma-shop.store with your order number and (for damage/defect claims) a photo or short video. We reply within 1–2 business days.