Refund policy

Last Updated: September 20, 2026

At Soothd, customer satisfaction is our priority and we stand behind the quality of our products. This policy explains how cancellations, returns, replacements, and refunds work, and what you can expect from us when something isn't right.

Please read it before ordering. By purchasing from us, you agree to the terms set out below. This policy forms part of our Terms of Service and should be read together with our Shipping Policy.

1. Cancelling an Order

You have 24 hours from the time you place your order to request a cancellation. After that window, your order has entered fulfilment and can no longer be cancelled.

Because we begin processing orders immediately, cancellation is only possible while an order is still unfulfilled. If your order has already been fulfilled — even within the 24-hour window — we are unable to cancel it. In that case, please wait for the parcel to arrive and then contact us, and we will look at the options available to you under Section 4.

Where an unfulfilled order is cancelled within the 24-hour window, it is refunded in full to the original payment method.

2. Changing an Order

Requests to change an order — including size, colour, product, or shipping address — can only be processed while the order is still unfulfilled. Contact us as soon as possible using the details in Section 10.

Once an order has been fulfilled and handed to the carrier, no changes are possible. We cannot redirect, recall, or amend a parcel in transit.

3. Our 30-Day Window

You may submit a return or refund request within 30 days of the date your order was delivered. Requests submitted after 30 days cannot be accepted.

If your order has not yet been delivered, you are automatically within the window.

4. How Refunds and Returns Work

We do not issue automatic or on-demand refunds. Submitting a request does not by itself entitle you to a refund, and we do not operate a self-service returns portal.

Instead, every request is reviewed individually by our support team. We will look at your order, the reason for your request, and any supporting information you provide, and we will then propose a resolution. Depending on the circumstances, a resolution may take the form of:

• a replacement item, for example in a different size;
• a partial refund, with the original item remaining with you; or
• a return for refund, where the item is sent back to us before a refund is issued.

Which of these applies depends on the nature of the issue and the specifics of your order. Our team will review your request and respond with the resolution available in your case.

Because our products are intimate apparel, items sent back to us cannot be resold or restocked for hygiene reasons. For that reason a physical return is not always part of the resolution we propose.

5. Condition of Returned Items

Where a return has been authorised by our team, the item must be sent back unworn, unwashed, unaltered, and in its original packaging, in the same condition in which you received it.

Items that have been worn, washed, or modified, or that are missing their original packaging, cannot be sent back to us.

5.1 Hygiene and Sanitary Items

Bras and underwear are intimate garments. Once worn, they cannot be sent back to us for reasons of hygiene and the risk of contamination. Items may only be sent back where a return has been authorised by our team in advance and the conditions in Section 5 are met.

We ask that you review our size guide carefully before ordering. If you are unsure of your size, contact us before you buy — our team will help you find the right one, and we would much rather help you get it right the first time.

5.2 Defective Items

An item is considered defective if it exhibits any of the following:

• incorrect colour;
• cuts, holes, or tears;
• broken back or shoulder hooks;
• broken or exposed underwire;
• an item other than the one ordered.

We may request clear photographs of the defect and of the original packaging in which the item arrived, so that we can verify the issue and raise it with our supplier.

We will not ask you for photographs where the issue is one a photograph cannot show — such as fit, comfort, or the garment not performing as you hoped. In those cases, simply describe the problem and our team will take it from there.

5.3 Promotional and Multi-Buy Purchases

Items purchased as part of a "Buy X Get Y" or similar multi-buy promotion are not eligible for return or refund unless the item is defective under Section 5.2.

5.4 Orders Marked as Delivered

Where tracking shows a parcel as delivered, we will review the carrier's delivery record before determining what resolution, if any, is available.

If a parcel has not arrived within 20 days of the shipment notification, you must notify us within 5 business days of that 20th day — that is, by day 27 after shipment. We will then open an enquiry with the carrier and work with you on a resolution. Claims raised after day 27 cannot be accepted, as carriers impose their own deadlines for investigating a shipment.

6. Shipping Costs

Original shipping charges are non-refundable, except where an order is cancelled before fulfilment or where required by law.

Where a physical return is agreed, return shipping is arranged and paid for by you, unless the item is defective under Section 5.2.

7. How to Submit a Request

Contact us using the details in Section 10 within the window set out in Section 3, and include:

1. your order number; 2. proof of purchase; 3. a clear description of the issue and what you would like us to do; 4. photographs, where Section 5.2 applies.

Review. We aim to review requests within 4–7 days. We may ask for additional information during this time, and responding promptly helps us resolve your case faster.

Refund issuance. Approved refunds are issued to the original payment method within 3–7 business days of approval. Depending on your bank or card issuer, it may take additional time for the funds to appear on your statement. We will notify you by email once a refund has been issued.

8. Returning an Item

Where a physical return has been agreed with our team:

• return the item to the address we provide — please do not send anything back before we have confirmed the return, as unauthorised returns cannot be processed;
• use a trackable shipping method, and keep your proof of postage;
• package the item securely.

Soothd is not liable for items damaged or lost in return transit. Once your return reaches us, our team will inspect it, and where it meets the conditions in Section 5, a refund will be issued in accordance with Section 7.

9. Abuse of This Policy

Soothd reserves the right to decline any request that does not comply with this policy, including cases of suspected abuse or misuse of our return and refund terms. This includes repeated claims across multiple orders, claims we reasonably believe to be untrue, and attempts to obtain a resolution that has already been provided.

Nothing in this policy affects any statutory rights you have as a consumer that cannot be excluded or limited under the law of your country of residence.

10. Contact

To submit a request, or to ask a question about this policy:

• Contact form: wearsoothd.com/pages/contact
• Email: hello@wearsoothd.com

Please include your order number in your first message — it lets us start looking into your case straight away.

11. Changes to This Policy

Soothd reserves the right to amend this policy at any time. Changes will be posted on this page, and the "Last Updated" date above shows when it last changed. It is your responsibility to review the policy periodically.