Refund policy

Returns & Refund Policy


SOANERA

Last updated: April 2026

At SOANERA, we take pride in delivering high-quality cosmetic products. Due to the hygienic nature of beauty items, our returns policy is carefully structured to protect both our customers and product integrity, while remaining compliant with UK consumer protection laws.

1. Your Right to Cancel (UK Consumer Law)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

If you choose to cancel within this period, items must be returned within 14 days of notifying us in order to receive a refund.

Please note, this right does not apply to sealed cosmetic products that have been opened after delivery, due to health protection and hygiene reasons.

To remain eligible for return, cosmetic items must not be opened or used.

2. Eligibility for Returns

To be eligible for a return:

  • The return must be requested within 14 days of receiving your order
  • The item must be unused and unopened
  • The original seal must be intact
  • The item must be in its original packaging
  • Proof of purchase (such as your order number) must be provided

We are unable to accept returns for:

  • Opened cosmetic products
  • Used products
  • Products with broken seals or tampered packaging
  • Gift cards
  • Clearance or final sale items (where applicable)

3. Products That Do Not Suit You

Cosmetic products may perform differently depending on skin type, preference, or individual response.

For this reason, we cannot offer refunds or returns for products that have been opened or used but are simply unsuitable.

4. Allergy & Patch Testing

We recommend conducting a patch test before full use, particularly if you have sensitive skin.

SOANERA cannot be held responsible for individual allergic reactions or sensitivities, and opened products cannot be returned on this basis.

5. Faulty, Damaged, or Incorrect Items

Your rights under the Consumer Rights Act 2015 are not affected.

If your item:

  • Arrives damaged
  • Is faulty
  • Is not the product you ordered

Please contact us within 48 hours of delivery.

We may request:

  • Your order number
  • Photographic evidence of the product and packaging

If the issue is confirmed, we will offer either:

  • A replacement, or
  • A full refund, including any applicable shipping costs

6. Inspection of Returned Items

All returned items are inspected upon arrival.

If a returned product is found to be opened, used, damaged, or not in its original condition, we reserve the right to refuse the refund and return the item to the customer.

This is particularly important for cosmetic products where hygiene seals have been broken.

7. Deductions From Refunds

If returned goods show signs of handling beyond what is necessary to inspect them, we may reduce the refund amount to reflect any loss in value.

8. How to Request a Return

To initiate a return, please contact us at:

Email: soanera.info@gmail.com

Please include:

  • Your order number
  • The reason for the return

If your return is approved, we will provide instructions for returning the item.

Items returned without prior authorisation may not be accepted.

9. Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We recommend using a tracked service, as we cannot guarantee receipt of returned items without tracking.

10. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method
  • Processing typically takes 5–10 business days

Original shipping costs are non-refundable unless the return is due to an error on our part or the item is faulty.

11. Contact

If you have any questions regarding returns or refunds, please contact:

SOANERA
Email: soanera.info@gmail.com
United Kingdom

12. TikTok Shop Orders (30-Day Return Policy)

Orders placed via TikTok Shop are subject to TikTok Shop’s returns and buyer protection policies, which may differ from purchases made directly through the SOANERA website.

For TikTok Shop orders only:

  • Customers may request a return within 30 days of delivery
  • Items must be unused, unopened, and in original packaging with all seals intact to be eligible for return, in line with hygiene standards
  • Opened or used cosmetic products remain non-returnable where permitted under applicable health and hygiene regulations

Please note:

  • TikTok Shop may, at its discretion, override seller return policies in accordance with its Buyer Protection Programme
  • In the event of a dispute, TikTok Shop’s decision will be final
  • All return requests, approvals, and refunds for TikTok Shop orders are managed within the TikTok Shop platform

This section applies exclusively to purchases made via TikTok Shop and does not affect orders placed directly through www.soanera.com