Refund policy

Return and Refund Policy

SoapX Ltd  |  Last updated September 2026

We want you to love everything you buy from SoapX. If something is not right, this policy explains what you can do. It does not affect your statutory rights under UK consumer law.

Changing your mind

You have 14 days from the day you receive your order to tell us you want to cancel it. Simply email us at hello@soapx.co.uk with your order number. You then have a further 14 days to send the items back to us.

Items returned because you have changed your mind must be unused and in their original condition and packaging.

Items we cannot accept back

•       Cleaning products that have been opened, used or had their seal broken, as they cannot be resold for safety and quality reasons

•       Items that have been personalised or made to your own specification

•       Gift cards

Faulty, damaged or incorrect items

If your order arrives damaged or faulty, or is not what you ordered, please email us within 30 days of delivery with your order number and a photo of the problem. We will offer a replacement or a full refund, including any delivery charges, and you will not need to pay to send the item back.

Return postage

For change of mind returns, you are responsible for the cost of sending items back. We recommend using a tracked service, as we cannot be responsible for returns lost in the post. Please contact us before sending anything back so we can give you the return address and instructions.

Returning liquids and chemicals

Some of our products are classed as hazardous for transport. If you are sending a cleaning product back, it must be unopened and securely packed upright, and you must use a courier service that accepts these items. Please contact us first and we will advise on the best way to send it.

Refunds

Once we have received and checked your return, we will email you to confirm. Approved refunds are made to your original payment method within 14 days. If you cancel your whole order, we will also refund the standard delivery charge you paid. We may reduce a refund if an item has been handled more than was needed to inspect it.

Depending on your bank or card provider, it may take a few extra working days for the refund to appear in your account.

Exchanges

The quickest way to get a different item is to return the one you have and place a new order.

Contact us

SoapX Ltd, 182-184 High Street North, Office 21445, London, E6 2JA, United Kingdom

Email: hello@soapx.co.uk