Returns & refunds

You have the legal right to cancel an online order within 14 days of receiving it. We extend that to 30 days for anything unused and in its original packaging.

How to return something

• Email orders@softilo.co.uk with your order number and what you'd like to send back.
• We'll reply with the return address and, if the item is faulty or we sent the wrong thing, a prepaid label.
• We refund to your original payment method within 14 days of receiving the return.

What we can't take back

For hygiene and safety reasons we can't accept returns of opened food, drink, supplements or personal-care products unless they're faulty. Your statutory rights are not affected.

Faulty or damaged items

If something arrives damaged or stops working, tell us within 30 days for a full refund or replacement. After that, electronics are covered by the manufacturer's warranty and we'll help you claim on it.