Returns & Exchanges
We built Soothel to actually help your skin — and we back it. If it's not right for you, here's exactly how we make it right.
Our 30-day money-back guarantee
Try your filter for 30 days. If your skin doesn't feel calmer, email us and we'll refund every cent — and you keep the filter. No posting it back, no hoops. We only want your money if it's genuinely helping.
To claim: email support@soothel.co within 30 days of delivery with your order number. That's it.
Change of mind
Changed your mind? You can return an unused, unopened filter within 30 days of delivery for a refund. Just email us first and we'll send return instructions.
Faulty, damaged or wrong item
If your filter arrives damaged, faulty, or it's not what you ordered, contact us within 14 days and we'll sort a free replacement or full refund — whichever you prefer. We may ask for a quick photo so we can fix it fast.
Exchanges
Ordered the wrong option say, a Refill instead of the Full Filter? Email us within 30 days and we'll swap it over. If there's a price difference, we'll sort it out simply either way.
When you'll get your refund
Once your refund is approved, it's processed back to your original payment method within 5–10 business days. Your bank may take a couple of extra days to show it.
A couple of things to know
For hygiene reasons, we can't resell used cartridges — but that's exactly why our satisfaction refund lets you keep the filter instead of returning it.
This policy is on top of your rights under Australian Consumer Law — nothing here takes those away.
Need a hand?
Email support@soothel.co — real people, quick replies, no runaround.