Refund policy

Returns & Refunds Policy

Last updated: 16 July 2026

At SoreaCare we want you to be happy with your purchase. This policy explains your rights when you buy from soreacare.com and how to return an item. It sits alongside, and does not affect, your legal rights under UK consumer law — including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

If you have any questions, contact us at support@soreacare.com.

1. Your right to cancel (change of mind)

Because you are buying online, you have a legal right to cancel your order within 14 days without giving a reason. This cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. For an order of multiple items delivered separately, the period runs from the day you receive the last item.

To cancel, simply tell us before the 14 days are up. Email support@soreacare.com with your name, order number, and a clear statement that you wish to cancel. You may use the model cancellation wording below, but you don't have to.

"I hereby give notice that I cancel my contract of sale for the following goods [describe goods], ordered on [date] / received on [date]. Name: [your name]. Order number: [number]."

2. Returning the goods after cancelling

Once you've told us you're cancelling, you must send the goods back to us without undue delay and within 14 days of telling us. We'll provide the return address when you contact us.

You are responsible for the cost of returning the goods to us for a change-of-mind return. We recommend using a tracked service and keeping proof of postage, as you are responsible for the items until they reach us.

You can handle the goods as you would in a shop to check their nature, characteristics, and how they work. However, if the value of the goods is reduced because of handling beyond what is necessary to do this, we may deduct an amount to reflect that reduction from your refund.

3. Items that can't be returned for a change of mind

By law, the 14-day change-of-mind right does not apply to certain items, including:

  • Goods that have been personalised or made to your specification
  • Goods that are liable to deteriorate or expire quickly
  • Sealed goods that are not suitable for return for health-protection or hygiene reasons, once they have been unsealed after delivery

This does not affect your rights if an item is faulty, damaged, or not as described (see Section 5).

4. Refunds for cancelled orders

If you cancel within the 14-day period, we will refund all payments received from you, including the standard delivery cost. Please note:

  • If you chose a more expensive delivery option than our standard service, we only refund the cost of the standard option.
  • We may withhold the refund until we have received the goods back, or until you provide evidence that you have sent them, whichever is sooner.
  • We will make the refund within 14 days of receiving the goods back (or receiving proof that you've returned them).

5. Faulty, damaged, or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item you receive is faulty, damaged, or not as described, you are entitled to the following:

  • Within 30 days of receiving the item — you can reject it and get a full refund.
  • After 30 days and up to 6 months — you're entitled to a repair or replacement. If that isn't possible or doesn't resolve the problem, you can claim a refund (which may be reduced to reflect use you've had).
  • After 6 months — you may still have rights, but you may need to show the fault was present when you received the item.

For faulty, damaged, or incorrect items, we cover the cost of return. Please contact us at support@soreacare.com with your order number and, where possible, a photo of the issue, and we'll put it right.

6. How to return an item

  1. Email support@soreacare.com with your order number and the reason for your return.
  2. We'll confirm the return address and, for faulty items, how return postage will be covered.
  3. Pack the item securely and send it back to us using a tracked service.
  4. Once we receive and check the item, we'll process your refund or replacement.

7. How refunds are made

Refunds are issued to the original payment method used for the order. Once processed, the time it takes to appear in your account depends on your bank or card provider.

8. Late or missing refunds

If you haven't received a refund you're expecting, please first check with your bank or card provider, as processing times can vary. If you've done this and still haven't received it, contact us at support@soreacare.com and we'll help.

9. Contact us

For anything related to returns, refunds, or your consumer rights, email us at support@soreacare.com. Nothing in this policy affects your statutory rights under UK law.