Returns & Cancellations.
At Soursoply, we want every order to reach you in perfect condition. If something isn't right, this page explains exactly what you're entitled to and how to get it sorted quickly.
By law, you have the right to cancel any online order within 14 days of receiving your goods. This is our legal right under the Consumer Contracts Regulations 2013.
Cancelling before dispatch
If your order hasn't been dispatched yet, we can cancel it and issue a full refund. Contact us as soon as possible, orders are typically processed quickly.
Email us immediately - Send your cancellation request to info@soursoply.co.uk with your order number and the subject line "Order Cancellation".
We confirm the cancellation - We'll confirm whether your order can still be cancelled. If it has already been dispatched, you'll need to follow the returns process below.
Full refund issued - Refunds are processed to your original payment method within 14 days of cancellation confirmation.
Returning goods after delivery
You have up to 14 days from the day you receive your order to notify us that you want to return it. You then have a further 14 days to send it back to us.
Notify us within 14 days of delivery - Email info@soursoply.co.uk with your order number, name, and reason for return (no reason required by law, but it helps us improve).
We send return instructions - We'll reply with a returns address and packaging guidance to ensure your goods arrive safely.
Send back within 14 days of notifying us - Please use a tracked postal service and keep your proof of postage. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.
Refund processed within 14 days - Once we receive the returned goods and confirm their condition, we'll process your refund to the original payment method within 14 days.
Please return goods in their original, unopened packaging where possible. If items have been handled more than reasonably necessary to inspect them, we may deduct an amount from your refund to reflect any reduction in value.
What can and can't be returned
Most of our products are eligible for return under your 14-day cooling-off right. There are some exceptions.
Eligible for return - Unopened and sealed products in original packaging.
Partial refund possible - Items that have been opened or handled beyond what's needed to inspect them — deduction may apply.
Not eligible - Perishable goods or products that have been consumed, or items that have deteriorated once unsealed.
Something arrived wrong?
Send photo evidence first
Before we can process any claim, you must email clear photos showing the issue toinfo@soursoply.co.ukalong with your order number.
Your photos should show:
The damaged, faulty, or incorrect item clearly visible
The original packaging it arrived in
The delivery label or order slip if available
We review and confirm your claim
Once we've reviewed your evidence, we'll confirm your claim within 2 business days and provide a prepaid return label or waive the need to return at all for low-value items.
Choose your resolution
We'll offer a full refund, a replacement dispatched at no cost, or an exchange - whichever you prefer.
Get in touch
Our team is here to make returns as smooth as possible. Please include your order number in all correspondence.
email: info@soursoply.co.uk
We aim to respond within 2 business days