Returns & refunds

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive your goods. You do not need to give a reason, and you do not need the original packaging, but please pack the item so it is not damaged on the way back. To cancel, tell us clearly (for example by email or phone) and then send the goods back.

We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is sooner. If you handle the goods more than is needed to check them, we may reduce your refund by the amount the goods have lost in value.

We go further than the law. You can request a return within 90 days of delivery if the item is:

• unused and in its original condition
• in its original packaging
• complete with any parts, fittings and instructions
• free from signs of misuse or accidental damage

Please contact us before sending anything back, as returns sent without agreement may be delayed.

Email contact@soratchen.co.uk or call +44 7724 620330 and tell us:

• your order number
• the reason for the return
• photos of the item if it is damaged or faulty

Once we approve your request, we send you return instructions.

Returns are free. For every eligible return, including 14-day cancellations, 90-day returns and faulty or wrong items, we email you a prepaid return label. You do not pay for postage. Please pack the item carefully to avoid damage on the way back.

Please send the item back within 14 days of telling us you want to cancel or return it.

Please send returns to:

Soratchen, 9 Marchwood Avenue, Bathgate, EH48 1DB, United Kingdom

Please wait for our return instructions and prepaid label before you post anything.

14-day cancellations: we refund the price you paid for the goods and any standard delivery you paid for within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is sooner.

90-day returns: when we receive your return, we check it meets the conditions above. If approved, we refund the original payment method within 7 business days.

Your bank or card provider may take a little longer to show the money. We do not charge restocking fees.

You can ask for an exchange within the same 90-day period, subject to availability. If the item you want is not available, we can offer a refund instead.

Your rights under the Consumer Rights Act 2015 always apply. Goods must be as described, of satisfactory quality and fit for purpose. If something is faulty, you can:

• reject it for a full refund within 30 days of delivery
• ask for a repair or replacement
• if a repair or replacement is not possible or is not done in reasonable time, ask for a price reduction or a refund

Please tell us within 7 days of delivery where you can, ideally with photos, so we can sort it quickly. Telling us later does not remove your legal rights.

Items that have been damaged by misuse after delivery, and personalised or made-to-order items (we do not currently sell any), cannot be returned unless faulty. Your statutory rights are not affected.

1. Check your bank or card statement.
2. Contact your bank or card provider, as it can take a few days to show.
3. If it still has not arrived, contact us.

If your order has not been dispatched, email us as soon as possible and we will cancel it and refund you in full.

Contact us about returns or refunds.