Refund policy
SOHOGLOW Returns & Refund Policy
Last updated: 21 June 2026
At SOHOGLOW, we want every customer to feel confident when shopping with us. Please read this Returns & Refund Policy carefully before placing an order.
By placing an order with SOHOGLOW, you agree to the terms below.
1. Return Window
We offer returns on eligible items within 30 days of delivery.
To request a return, you must contact us first at:
Please include:
- your order number;
- the email address used at checkout;
- the item you wish to return;
- the reason for your return;
- clear photos or videos if the item is damaged, faulty or incorrect.
Returns sent without contacting us first may be refused.
2. Return Eligibility
To be eligible for a return, the item must be:
- unused;
- unopened where hygiene seals apply;
- in the same condition as received;
- in its original packaging;
- complete with all accessories, manuals, cables, attachments and protective seals;
- free from signs of use, wear, hair, skin residue, cosmetic residue, water damage or damage caused by misuse.
We reserve the right to refuse a return if the item does not meet these conditions.
3. Hygiene & Personal-Care Products
Because SOHOGLOW sells beauty, grooming and personal-care devices, many products are considered hygiene-sensitive.
For health and hygiene reasons, the following items cannot be returned once opened, unsealed, used or tested, unless they are confirmed to be faulty, damaged on arrival or incorrect:
- hair removal devices;
- IPL-style devices;
- shavers and trimmers;
- grooming devices;
- facial cleansing devices;
- facial massage or skincare devices;
- pore vacuums or blackhead tools;
- nail tools and manicure/pedicure devices;
- oral-care or smile-care devices;
- products that come into direct contact with the skin, hair, nails, mouth, face or body.
If a hygiene-sensitive product has been opened, used, unsealed or shows any sign of use, we may reject the return.
This does not affect your statutory rights if the item is faulty, damaged or incorrect.
4. Return Shipping Costs
For change-of-mind returns, unwanted items, incorrect product choice, or returns not caused by an error from SOHOGLOW:
The customer is responsible for all return shipping costs.
Return shipping costs are non-refundable.
We strongly recommend using a tracked and insured shipping service. The customer is responsible for the return parcel until it is received and accepted at the return destination.
If the returned parcel is lost, delayed, damaged, refused by customs, returned to sender, or delivered to the wrong address, SOHOGLOW is not responsible and no refund will be issued unless the return is successfully received and approved.
5. Overseas Return Warehouse
SOHOGLOW works with international fulfilment partners. Depending on the item and order location, returns may need to be sent to one of our authorised return centres or overseas warehouse locations.
This means your return may need to be shipped internationally.
If your return is approved, we will provide the correct return instructions and return address.
Do not return your order to the sender address shown on the parcel. The sender address may not be our returns address, and items sent there may be lost or refused.
For change-of-mind returns, all return shipping fees, customs fees, duties, taxes, handling fees and related costs are the customer’s responsibility.
6. Inspection & Approval
Receiving a returned item does not automatically mean the refund is approved.
All returned items are inspected after arrival.
A refund, partial refund, exchange or store credit will only be issued after the return has been received, inspected and approved.
We may refuse the return or reduce the refund if:
- the item has been opened where hygiene seals apply;
- the item has been used or tested;
- the item is missing parts, accessories, manuals or packaging;
- the item is damaged;
- the item shows signs of wear, hair, skin residue, cosmetic residue or water damage;
- the item was returned late;
- the item was returned to the wrong address;
- the item was not authorised before being returned;
- the return does not meet this policy.
7. Refund Method
If your return is approved, we may issue the refund in one of the following ways, depending on the reason for return and applicable consumer rights:
- refund to the original payment method;
- partial refund;
- replacement item;
- store credit;
- gift card or discount code.
Where UK consumer law requires a refund to the original payment method, we will process the refund accordingly.
For voluntary returns outside your statutory cancellation rights, or where an item does not fully meet our return conditions, SOHOGLOW may offer store credit, a gift card, exchange or partial refund at our discretion.
8. Refund Timing
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, refunds are usually processed within 14 days after we receive and inspect the returned item.
Your bank, card provider or payment provider may take additional time to show the refund in your account.
9. UK Cancellation Rights
For most online purchases, UK customers have the right to cancel their order within 14 days of receiving it. After informing us that you wish to cancel, you then have 14 days to return the goods.
For eligible cancellations, the item must be returned in accordance with this policy.
This cancellation right does not apply to sealed goods that are not suitable for return due to health or hygiene reasons once they have been opened, unsealed or used after delivery.
If you cancel your full order within the legal cancellation period and the item is eligible for return, we will refund the product price and the standard delivery charge where required by law. Any upgraded, priority, express or premium shipping fees are non-refundable beyond the cost of our standard delivery option.
10. Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives faulty, damaged or incorrect, contact us within 48 hours of delivery at:
Please include:
- your order number;
- clear photos or videos of the issue;
- photos of the packaging;
- a photo of the shipping label;
- a short description of the problem.
If the item is confirmed to be faulty, damaged on arrival or incorrect, we will offer an appropriate solution, which may include a replacement, refund, partial refund or store credit, depending on the circumstances and your consumer rights.
Damage caused by misuse, incorrect handling, accidental damage, water damage, failure to follow instructions, cosmetic wear, or normal wear and tear is not considered a fault.
11. Order Cancellations
Orders are processed as quickly as possible.
If you wish to cancel an order, contact us immediately at:
We cannot guarantee cancellation once the order has been processed, packed, fulfilled or shipped.
If your order has already been shipped, you will need to follow the returns process after delivery.
12. Refused Deliveries & Failed Delivery Attempts
If a parcel is refused, not collected, returned due to an incorrect address, or returned because the customer failed to complete delivery or customs requirements, any refund may be reduced by:
- original shipping costs;
- return shipping costs;
- customs charges;
- handling fees;
- restocking or processing costs;
- any costs charged to SOHOGLOW by the carrier or fulfilment partner.
If the parcel is not returned to us or our fulfilment partner, no refund will be issued.
13. Non-Returnable Items
The following items are non-returnable unless faulty, damaged on arrival or incorrect:
- opened or used hygiene-sensitive beauty devices;
- opened or used grooming devices;
- opened or used hair removal devices;
- opened or used oral-care devices;
- opened or used nail tools;
- items missing original packaging, seals, accessories or manuals;
- final-sale items, where clearly marked;
- gift cards;
- items returned without approval;
- items returned to the wrong address.
14. How to Start a Return
To start a return, contact us at:
Please do not send your order back until we have approved your return request and provided return instructions.
Returns sent without approval may be refused.