We do our best to ensure all of our customers have a good experience of ordering from us. We know that the ties are hand made with attention to detail. However we accept that occasionally you may need to return an item.
If you feel that the goods are faulty or you have been sent the wrong item please ring to discuss the best way of addressing the issue and you should not expect to incur any additional charges. If this is not the case we can unfortunately not cover the cost of returns postage.
For hygiene reasons we cannot accept the return of a tie once it has been hydrated or worn for any period of time. The ties need to be returned with tags attached and in a saleable condition. If we are not satisfied with the condition of the returned tie, you will not be provided with a refund.
If you return items we recommend that you use registered postage so that you can prove that we received the returned goods.
Please also clearly state reason for return and include a copy of the receipt/invoice and return it with your goods to:
Customer Returns
SooCool
Clwt Y Ffolt
Nebo
Caernarfon
LL54 6DY
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund.