Refund Policy

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!

Return Policy

Under the 14 days Return Policy:

The 14 days Return Policy is subject to specific terms and conditions. Customers are entitled to a refund within 14 days if the product arrives damaged. In order to verify the damage, customers must provide video or image evidence. Once proof of damage is received and confirmed, we will promptly issue a replacement immediately.

We adhere to a strict policy regarding the return and refund of mouthpieces. Due to health and hygiene considerations, we regret to inform you that once a mouthpiece has been worn, we are unable to accept returns or provide refunds. This policy is implemented to ensure the safety and well-being of all our customers. We highly recommend thoroughly reviewing the product specifications and consulting with our customer service team prior to making a purchase to ensure the mouthpiece meets your specific needs and requirements. 

Soothie will accept, for return or exchange, items that are purchased off our website within 30 days of the purchase under the following conditions:

  • There is no visible signs of damage
  • The Mouthpiece is unused (due to sanitary reasons)
  • All original packaging is intact
  • Any sign of damage will compromise the Soothie guarantee 

Item(s) cannot be returned or exchanged after 14 days of purchase.

Several types of goods are exempt from being returned. We also do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number. 

Regarding the Lifetime Warranty: At The Soothie, we stand behind the quality of our products. Each purchase of The Soothie Anti Snoring Mouthpiece comes with an option to buy a lifetime warranty, ensuring that you can confidently invest in our product knowing that we have you covered. Our commitment to your satisfaction extends beyond the purchase, and we are dedicated to providing exceptional service throughout the lifespan of your device.

In the unlikely event that you encounter any issues with your Soothie Anti Snoring Mouthpiece, simply reach out to our customer support team, and we will be more than happy to assist you. Our warranty covers defects in materials and workmanship under normal use conditions. However, please note that the warranty does not cover damage resulting from misuse, neglect, or unauthorized repairs. It also does not cover any lost or stolen items as we are not responsible for this.

We understand that accidents happen, and we strive to make the warranty process as hassle-free as possible. 

Additionally, please keep in mind that the warranty is non-transferable and applies only to the original purchaser. It does not cover accessories or any additional purchases you have made. It only covers the anti snoring mouthpiece.

For all returns of exchanges please contact help@trysoothie.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Exchanges (if applicable)

For all returns of exchanges please contact help@trysoothie.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Return Shipping (if applicable)

You will be responsible for paying for your own shipping costs for returning your item. Although, our product was initially designned using CAD softwares and manufactures in the UK, due to many different reasons we have Our Warehouse is based in China and therefore you will be expected to ship your product to China in case of any issues.

If you are shipping an item over £25, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. We do not offer refunds to an order if it has been shipped from our warehouse in china.

Late or Missing Refunds (if applicable)

There is often some processing time between financial institutions before a refund is posted (between 2-3 days is normal). If you still have not received your refund after this time-frame, please send us an email at help@trysoothie.com and allow us the opportunity to investigate the matter further. 

Gifts

Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you. 

Damaged Items

If you receive a damaged or defective item, please submit a request to our email team help@trysoothie.com

If you do not report the damage to us within this 48 hour period, we may not be able to honour your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests. 

Feedback

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at help@trysoothie.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.