SouldrawnReturns & Refunds
You may return any jar purchased from Souldrawn within 30 days of receiving it, whatever the reason. Here we lay out our terms, the handling procedure, who covers postage, and when your funds are returned.
- Return window
- 30 days from delivery
- Return shipping
- Covered by our workshop for defective or incorrect goods; covered by you if you decide not to keep them
- Refund time
- Between 3 and 10 business days once we receive the parcel
- Refund method
- Returned through the original payment route
1. Conditions
To qualify for a refund within the 30-day statutory cancellation period, dietary supplement items must remain unopened, unused, and in their original commercial packaging. The manufacturer tamper-evident cap ring, outer shrink wrap, and internal safety seal must be intact and free from scratches, tears, or signs of environmental degradation.
2. Returning your parcel
- Submit an official return request to [email protected] stating the order confirmation reference and product details.
- Obtain a verified Return Merchandise Authorisation (RMA) along with the designated UK warehouse returns depot address.
- Pack the unadulterated bottles securely in their original protective cardboard shipping box with all safety seals intact.
- Await refund processing to your original bank account within 3-10 business days following return parcel receipt and verification by our quality inspection team.
3. Who pays return shipping
If a jar arrives damaged, spoiled, or differs from what you ordered, we cover the costs by providing a prepaid shipping label or booking a courier pickup. If you simply decided not to keep your order, you cover the return carriage; we apply no other fees.
4. Refund timing and method
We process your refund within 3 business days following careful inspection of the returned package. Cash on delivery payments are reimbursed via bank transfer to your nominated account, while direct bank payments return to the original sending account. Financial institutions typically clear these funds within 1-5 business days.
5. Resolutions for each situation
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatched, incorrect package collected | None |
| Parcel lost | Replacement dispatch or full reimbursement following carrier investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the purchase price | Return shipping only |
6. Exchanges
If you wish to switch to a different product or formulation, please complete the return steps and submit a new order. We will refund the returned jars as soon as they reach our hands. If the exchange stems from a packing error on our side, your new parcel will ship without delivery charges.
7. Cancelling an order
You may cancel your purchase without any fees before our workshop dispatches the parcel. Please message [email protected] quoting your order reference. Once a parcel has left our workshop, standard return terms apply.
8. Questions about this policy
Send a note to [email protected] or ring +44 113 814 2392 through Mon-Fri 08:00-16:45, Sat 10:00-13:30. We reply to all inquiries within one working day.
- Merchant
- Souldrawn Ltd.
- Registered address
- 15 Queen Square, Leeds, LS2 8AJ, United Kingdom
- [email protected]
- Phone
- +44 113 814 2392
- Working hours
- Mon-Fri 08:00-16:45, Sat 10:00-13:30
- Registration
- Company No. 16425289