Oh No! You are reading this because something has gone wrong. Our team has made every possible effort to ensure your purchase arrived in the condition you expected. However, we understand that things can go wrong, or perhaps you have just had a change of mind. Let’s see what we can do to resolve the matter.
1. Change of mind (Your Choice)
If you have changed your mind, we may offer you a store credit provided that the return:
(a) is made within 14 days of purchase/arrival to you (in the case of online)
(b) you are able to provide satisfactory proof of purchase; and
(c) the merchandise is in saleable condition, that is it is unworn or unused with all original sealed packaging or tags attached and where the product seal is not broken or tampered; and
(d) the item is not subject to the exclusions listed below
Our team members will assess the item to determine whether a store credit will be offered in accordance with our Returns Policy. Please note that delivery costs are non-refundable for change of mind returns.
Excluded change of mind items
Unfortunately we do not accept returns for pierced jewellery items or personal care items (such as soaps, hand and body creams). Please choose these items carefully as returns will not be accepted unless the product fails to meet a consumer guarantee.
We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, our team may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.
2. Consumer Guarantees (Maybe it’s our fault)
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Soho Bay. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product depending on the nature of the goods, the price paid and any representations made about the goods.
Where you believe an item has arrived in an unacceptable condition, is faulty or defective, or has not performed as expected through a fair life cycle for that particular product you may be entitled to a refund, exchange or store credit. Our team will make an assessment on return of the product and it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the assessment determines that the product has not met the consumer guarantee you will receive a refund, exchange or store credit.
Where an item is damaged through misuse, neglect or abnormal use, Soho Bay will not provide a refund, exchange or store credit.
3. Return tender (how we pay you back)
Refunds for all purchases will be given using your original payment method. Online purchases will automatically be refunded to the account used to pay.
4. Please note (the disclaimer)
Our policy including the change of mind limitations do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
5. Return Procedure (The paperwork and what we all have to do)
So you have read our policies and other guff above, and you have decided to return your purchase. Regardless of whether you purchased in store or online - If you are close enough and are able return the product to one of our stores, one of our team may be able to assist with a refund, exchange or store credit straight away.
In the case of returns via delivery please follow the following steps:
(1) Fill in your details, the purchase details and brief description of the issue in the 'contact us' page.
(2) Once we receive your contact we will respond (usually by the next business day) with your instructions, including a return delivery address.
(3) You arrange to send the product/s with the relevant information as per the instructions.
(4) Once the product is returned and has been assessed our team will apply the appropriate refund, exchange or store credit, and send you advice of the outcome.