REFUND & RETURNS POLICY

Last updated: 25 March 2026

At Soyvia, we want you to shop with confidence. This Refund & Returns Policy explains your rights and how returns, cancellations, and refunds are handled when you purchase from https://soyvia.co.uk/.

1. Order changes and cancellations

We aim to process orders quickly. Because of this, we cannot guarantee that an order can be changed or cancelled once it has been placed.

If you need to change or cancel your order, please contact us as soon as possible at contact@soyvia.co.uk. We will do our best to help if your order has not yet been processed or dispatched.

2. Your 14-day statutory right to cancel

If you are purchasing as a consumer, you have the right to cancel your order within 14 days after the day you receive your goods, without giving any reason.

To exercise your right to cancel, you must notify us by email at contact@soyvia.co.uk within that 14-day period.

Once you have told us that you wish to cancel, you must send the goods back within 14 days.

3. Our 30-day money-back policy

In addition to your statutory rights, we offer a 30-day money-back policy from the date of delivery.

To qualify for a return under our 30-day money-back policy, the item must be returned in a suitable condition and in accordance with the return instructions provided by our support team.

This commercial policy does not affect your legal rights.

4. Return conditions

To be eligible for a return, the item must be returned within the applicable return period.

It must be accompanied by proof of purchase.

It must be returned with all accessories, manuals, and included components.

It must not be damaged due to misuse, improper handling, accidental damage, or use contrary to instructions.

Please note that if a product has been handled more than necessary to establish its nature, characteristics, and functioning, we may make a deduction from the refund to reflect any loss in value.

We do not accept returns sent without prior contact and return instructions from our support team.

5. Return shipping costs

Unless the item is faulty, damaged, not as described, or otherwise subject to your legal consumer rights, you are responsible for the cost of returning the item.

We strongly recommend using a tracked delivery service, as returned items remain your responsibility until they are received by us.

6. Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or incorrect, please contact us at contact@soyvia.co.uk as soon as possible and include your order number and clear photos where possible.

Where required by law, or where the item is confirmed to be faulty or incorrect, we will offer an appropriate remedy, which may include a replacement, repair, partial refund, or full refund.

7. Non-returnable items

We may refuse returns where the return request is made outside the applicable period.

We may also refuse returns where the product is returned incomplete.

We may also refuse returns where the product has been damaged by misuse, neglect, or abnormal handling.

We may also refuse returns where the product is returned without prior return instructions where these were required.

If you sell gift cards or digital products in future, those may also be non-returnable unless otherwise stated.

8. Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be made to your original payment method.

Where a consumer validly cancels under the statutory cancellation right, we will process the refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned, whichever is earlier.

For other approved returns under our commercial policy, refunds are generally processed within 7 to 14 business days, depending on your payment provider.

9. Shipping charges

Original shipping charges are non-refundable unless the law requires otherwise, or the item is faulty, incorrect, or not as described.

Return shipping costs paid by you are non-refundable unless required by law.

10. Sale items

Items purchased at a discounted price may still be eligible for return and refund unless specifically marked as final sale or non-returnable at the time of purchase.

11. How to start a return

To request a return, please contact us at contact@soyvia.co.uk.

Please include your full name, your order number, the item or items you wish to return, and the reason for the return.

We will then provide the applicable return instructions.