Refund Policy

Each SohoKo piece is crafted and packed with care. Except where required by applicable consumer law, SohoKo does not accept returns for change of mind or personal preference.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law or other applicable consumer protection laws.

Damages or Incorrect Items

If your order arrives damaged or incorrect, please email contact@sohoko.shop as soon as possible, preferably within 48 hours of delivery, with:

• your order number
• clear photos of the product, packaging and shipping label

We will review the issue and advise the appropriate next steps.

The 48-hour notification period assists us in investigating shipping damage promptly and does not limit any statutory rights you may have.

Handcrafted Variations

Subtle variations in texture, clarity, colour or finish may occur in handcrafted glassware and form part of the individual character of each piece.

Reasonable handcrafted variations are not considered defects. This does not affect your rights where an item is materially faulty, damaged or not as described.

Standard Returns

Outside any statutory right described in this policy, SohoKo does not accept returns for change of mind or personal preference.

Where SohoKo approves a return under our standard returns policy, return instructions and, where applicable, a Return Authorisation will be provided.

Approved standard returns must be unused and, where reasonably possible, returned in their original packaging with all protective inserts and proof of purchase.

Unapproved returns may not be accepted or processed.

European Union & United Kingdom – Right of Withdrawal

Consumers purchasing online from SohoKo in the European Union or United Kingdom have a statutory right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

Where goods from the same order are delivered separately, the withdrawal period begins when the final item is received.

How to Exercise Your Right

You must notify SohoKo of your decision to withdraw before the applicable 14-day period expires.

You can submit a return or cancellation request through your SohoKo customer account or contact us at contact@sohoko.shop with your name, order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, the goods must be returned without undue delay and no later than 14 days after notification.

Return Shipping & Packaging

You are responsible for the direct cost of returning the goods, unless otherwise required by applicable law.

We recommend using a tracked and appropriately insured return service.

Returned goods must be securely and appropriately packaged for transport. Where available, we strongly recommend using the original product packaging, protective wooden box and glass inserts, as these are designed to protect the product during transit.

Condition & Diminished Value

You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

You may be responsible for any actual reduction in value resulting from handling beyond what is reasonably necessary to inspect the goods, or from damage caused by inadequate return packaging.

Where permitted by applicable law, SohoKo may deduct an amount reflecting the actual diminished value of the goods from the refund.

EU & UK Withdrawal Refunds

Where a valid statutory withdrawal is made, SohoKo will refund the payments required under applicable law using the same payment method used for the original transaction, unless otherwise agreed.

Where required by law, this includes the cost of SohoKo’s least expensive standard delivery option for the order. Any additional amount paid for express, premium or upgraded delivery is not refundable.

We may withhold reimbursement until:

• the returned goods have been received; or
• you provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will otherwise be processed within the timeframe required by applicable EU or UK consumer law.

Shipping & Fees

For returns outside the EU/UK statutory withdrawal provisions:

• Original shipping costs are non-refundable once an order has dispatched, except where applicable consumer law requires otherwise.
• Unless an item is confirmed faulty, damaged or incorrectly supplied, return postage is the customer’s responsibility.
• For verified faults, damage or fulfilment errors, SohoKo will provide the appropriate remedy in accordance with applicable consumer law.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds under SohoKo’s standard returns policy will be processed to the original payment method within 10 business days. Your bank or payment provider may require additional processing time.

EU and UK statutory withdrawals are handled in accordance with the separate provisions above.

Non-Returnable Items

Under SohoKo’s standard returns policy, the following are not eligible for change-of-mind returns:

• sale or promotional items
• gift cards
• other change-of-mind purchases

These exclusions do not limit any statutory rights available to you under applicable consumer law.

Contact

For return, cancellation or refund enquiries: contact@sohoko.shop