Refund policy

Return and Refund Policy

Last updated: December 20, 2025

We offer a 90 day return and refund policy, which means you have 90 days from the date your order is marked as delivered to request a return or refund.

We strongly encourage customers to contact our support team first so we can resolve any issue quickly and without the need for third party disputes.

Eligibility for Returns

To be eligible for a return:

  • The item must be in the same condition as received, unused and in its original packaging

  • Proof of purchase is required

  • The return request must be submitted within 90 days of confirmed delivery

Returns requested outside this period may not be accepted.

 

Food-Grade and Consumable Products

Food-grade, ingestible, or consumable products are non-returnable once delivered due to food safety, hygiene, and contamination prevention regulations.

This includes, but is not limited to:

  • Dietary supplements

  • Herbal extracts

  • Powders, capsules, gummies, or liquids

  • Any product intended for ingestion or oral use

Returns are not accepted for these items, even if unopened, unless the item arrives damaged, defective, or incorrect.

If your food-grade order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with supporting photos so we can assess the issue and offer a replacement or refund where appropriate.

How to Start a Return

To initiate a return, contact us at help.trysoothe@gmail.com with your order number and reason for return.

Returns sent without prior authorization will not be accepted.

If your return is approved, we will provide return instructions and, where applicable, a return shipping label.

Refunds Without Returns

For certain cases, including orders confirmed as lost in transit, significantly delayed beyond the estimated delivery window, or damaged upon arrival, we may offer a refund without requiring a physical return.

This determination is made at our sole discretion based on the order status and circumstances.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.
For food-grade products, any damage, defect, or incorrect item must be reported within 48 hours of delivery.

We may request supporting information such as photographs or descriptions in order to resolve the issue efficiently.

Non Returnable Items

The following items are not eligible for return:

  • Personal care and beauty products once opened or used

  • Perishable goods

  • Custom or personalized items

  • Gift cards

  • Sale or clearance items

  • Hazardous or flammable materials

If you are unsure whether your item qualifies, please contact support before initiating a return.

Exchanges

If you wish to exchange an item, the fastest option is to request a return for the original item and place a new order once the return is approved.

European Union 14 Day Cooling Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery without providing a reason.

Items must be unused, in original condition, and returned with proof of purchase.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

This right does not apply to items exempt under EU consumer law, including opened personal care products.

The 14-day right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed, including food-grade and consumable products.

 

Refund Processing

Once a return is received and inspected, or a refund is approved without return, we will notify you of the outcome.

Approved refunds are issued to the original payment method within 10 business days. Processing times may vary depending on your bank or card issuer.

If more than 15 business days have passed since approval, please contact us at help.trysoothe@gmail.com.

Chargebacks and Payment Disputes

We offer refunds directly and do not require customers to file chargebacks to resolve issues.

If a chargeback or payment dispute is initiated before contacting our support team or while a refund request is under review, the refund process may be paused until the dispute is resolved through the payment provider.

We reserve the right to submit order records, delivery confirmation, customer communications, and refund eligibility information to payment processors and financial institutions to respond to disputes.

Customer Support

For all return, refund, or order related questions, contact us at:

help.trysoothe@gmail.com

We provide support 7 days a week and typically respond within 3 to 12 hours.

 

Governing Law

This Return and Refund Policy is governed by and interpreted in accordance with the laws of the jurisdiction in which our business is registered, without regard to conflict of law principles.