Refund policy
30-day returns
You have 30 days after receiving your item to request a return. For return questions, contact service@soiestone.com.
Return eligibility
Your item must be in the same condition that you received it, unused, with its tags, and in its original packaging. Please keep your receipt or proof of purchase.
How to request a return
- Email service@soiestone.com with your order number, the item you wish to return, and the reason for your request.
- If your return is accepted, we will send you a return shipping label and instructions, including the return address.
- Follow the return instructions and pack your item securely. Please do not send it back before contacting us; unsolicited returns will not be accepted.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us promptly with your order number and, where possible, photographs of the item and packaging so we can review the issue and help resolve it.
Fire kit returns
For a return request, include all supplied tools and the pouch. Practising with a fire-starting tool can leave wear marks, so please review our unused-item eligibility conditions before using it if you intend to return it. These conditions do not limit your rights for defective or incorrectly described goods.
Exceptions and non-returnable items
Custom or personalized items, gift cards, and sale items are excluded from our voluntary return policy. Other exclusions include perishable goods, personal care goods, hazardous materials, flammable liquids, and gases. Contact us if you are unsure whether your item qualifies. These exclusions do not limit any rights you have under applicable consumer law.
Exchanges
To request a different item, start a return for your original purchase. Once the return is accepted, you can place a separate order for the replacement.
European Union orders
For orders shipped into the European Union, the 14-day cooling-off right applies as required by applicable law. Contact service@soiestone.com to notify us of your cancellation or return request. Our voluntary return conditions do not restrict your statutory rights.
Refunds
After we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may need additional time to post the refund.
If more than 15 business days have passed since approval and you have not received your refund, contact service@soiestone.com with your order number.
Contact
For help with returns, exchanges, or refunds, email service@soiestone.com.