Refund policy

We want you to feel completely confident ordering from Sotae. If something is not right, we are here to make it simple to put right. You have 90 days from the day your order arrives to request a return on any unused item.

Return eligibility

To be eligible for a return, items must be:

Unused and in their original condition
In their original packaging
Approved by our team before you ship them back

Returns sent without prior approval cannot be accepted. Gift cards are not returnable, and any item clearly marked as final sale or clearance is not eligible for a change-of-mind return, except where your statutory rights say otherwise. Shipping and any shipping-protection fees are non-refundable on change-of-mind returns.

How to start a return

Email us at help@sotae.co with your order number and the item or items you would like to return
Our team will reply within one business day with approval and return instructions
Send the product back using a trackable shipping service, so it reaches us safely

Your statutory rights

These return options are offered on top of the rights you already have by law, and never replace them. If you are in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving it, for any reason, and receive a refund, including the standard outbound shipping cost. If you are in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Wherever you live, your local consumer rights always apply.

Processing and refunds

Once we approve your return, we will send instructions and a return label, or you can use your own trackable label. Please allow up to 14 days from when we receive your return for it to be processed. We will then refund your original payment method. If you have not seen your refund within 7 days of us receiving your return, email us and we will sort it out quickly.

Damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged, or not what you ordered, contact us straight away. In most cases you will not need to send anything back. We will simply send a replacement to make it right.

Exchanges

To exchange an item, please return your original purchase first. Once your return is approved, you are welcome to place a new order for the item you would prefer.

Cancelling or changing an order

You can cancel your order within 12 hours of placing it, as orders move quickly to our fulfilment team for dispatch. After that window we may not be able to stop it. If you spot a mistake in your order or shipping details, contact us as soon as possible before it ships and we will do our best to help. This does not affect your statutory right to cancel after delivery described above.

If your order has not arrived

Our estimated delivery time is 3 to 6 business days, after a processing time of 1 to 2 business days. If your order has not arrived within that window, please allow a few extra business days, as carriers can be delayed for reasons outside our control. If it still has not arrived within 15 business days, contact us and we will send a replacement right away.

Shipping costs

For change-of-mind returns, return shipping is the customer's responsibility, and we recommend a trackable service. If we confirm a manufacturing defect, we will cover the return shipping. Where you are exercising a statutory cancellation right, any shipping refund required by law will be honored.