At SOIF, we want you to be completely satisfied with your purchase. If you need to return an item, please read the information below before contacting our team.
Returning Stock Products
Stock products may be returned within 14 days of delivery, provided they:
- Are unused and in their original condition.
- Have not been installed, damaged or altered in any way.
- Are returned in suitable packaging to protect the product during transit.
- Are accompanied by your order details or proof of purchase.
All returns must be authorised by SOIF before being sent back. Please contact our team to obtain a returns authorisation before returning any goods.
Restocking Fee
Approved returns of stock materials are subject to a 20% restocking fee.
This fee helps cover the genuine costs associated with processing returned materials, including:
- Inspection and quality checks.
- Administration and return processing.
- Repackaging and handling.
- Inventory management.
- Additional warehouse handling.
- The reduced resale flexibility of materials that are no longer supplied as full production rolls.
This policy allows us to keep our product prices as competitive as possible while fairly covering the costs associated with returned goods.
Non-Returnable Items
The following items cannot be returned unless they are faulty or supplied in error:
- Pre-order or special-order products.
- Bespoke or custom-manufactured products.
- Products that have been installed, partially used or damaged after delivery.
- Products returned in a condition that prevents resale as new.
Damaged or Incorrect Deliveries
Please inspect your order as soon as it is delivered.
If your order arrives damaged, incorrect or incomplete, you must notify us within 48 hours of delivery. Where possible, please include photographs of the packaging and affected products so we can investigate and resolve the issue as quickly as possible.
Faulty Products
If you believe a product is faulty, please contact SOIF before installation wherever possible. Our technical team will review the issue and advise on the most appropriate course of action.
Refunds
Once your returned goods have been received and inspected, we will confirm whether the return has been approved.
Where applicable, refunds will be processed to the original payment method, less any applicable restocking fee, within a reasonable processing period.
Return Shipping
Unless the return is due to an error on our part or a confirmed product fault, customers are responsible for the cost of returning goods to SOIF.
We recommend using a tracked and insured delivery service, as returned goods remain the responsibility of the sender until they have been safely received and inspected by our team.
Need Help?
If you have any questions regarding your order or wish to arrange a return, please contact our team before sending any goods back. We will be happy to assist and guide you through the returns process.