Refund policy

We want you to love your DIY experience. However, if you change your mind:

Order cancelation:

  • You may cancel your order free of charge within 24 hours of placing the order.
  • If you wish to cancel, please contact our support team at info@soothee-store.com at your earliest opportunity
  • Once an order is shipped, we do not accept cancellations

Returns:

  • 30-Day Return Window: For all US orders, you may request a return within 30 days of receiving your item.
  • Condition: To be eligible for a return, the product must be in its original, unopened packaging. Due to the nature of DIY kits with many small components, returns or exchanges are not accepted for opened or used items.
  • How to Start: Please contact our support team (info@soothee-store.com) with your order number to initiate the return process.
  • A return shipping fee of $5.99 will be deducted from your refund.
  • International orders: Unfortunately we don’t accept returns/refunds for orders without quality issues.

Damages and Issues:

  • Please inspect your order immediately upon delivery.
  • If the item is defective, damaged, or incorrect, please contact our team within 30 days.
  • We may request photos or videos before issuing a replacement or refund.

Exchanges:

  • The fastest way to exchange an item is to return the original product. Once your return is approved and processed, you may place a new order for the replacement.

Refunds:

  • We will notify you once your return has been received and inspected.
  • Approved refunds will be issued to the original payment method within 3-7 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.

Shipping, Address Accuracy & In-Transit Orders:

  • Customers are responsible for providing accurate and complete shipping information.
  • If a package cannot be delivered due to an incorrect or incomplete address, we cannot issue a replacement.
  • If a delivery fails or the package is returned due to an incorrect or incomplete address provided by the customer, we are unable to issue a full refund.
  • In such cases, a USD $15 handling deduction will apply, which includes USD $10 shipping cost and a USD $5 warehouse processing fee. The remaining balance will be refunded to the original payment method after the package is confirmed as returned.
  • Reshipping to a corrected address will require additional shipping fees.
  • We do not accept cancellations or refunds for orders already in transit.
  • Packages marked as "Delivered" by the carrier are considered successfully delivered and are not eligible for refund or replacement.