Refund policy
Refund and Protection Policy for SootheVera
We are dedicated to providing high-quality products designed to deliver real results. SootheVera products are designed as effective tools that may require consistent and proper use to deliver optimal results. To ensure transparency and protect both our customers and our business, we have established the following policy.
General Refund and Return Policy
We have a strict no-return and no-refund policy for used items due to hygiene and safety concerns. This policy ensures that all customers receive brand-new, unused products.
To request a return, your item must:
- Be unused, in the same condition that you received it, and in its original packaging
- Include a receipt or proof of purchase
Important: If the product has been used, it is not eligible for a return or refund under any circumstances.
Usage Requirements and Proof of Consistency
SootheVera products are designed to deliver visible results within 30 days of consistent use. To achieve optimal results:
- Use the product every day for at least 15 minutes as instructed
- Follow all usage guidelines provided on the product page
If you believe the product is not effective:
- You must provide proof of consistent daily use for 30 days (e.g., photos or videos of usage logs)
- Claims submitted without proof of consistent use will not be considered
Non-Refundable and Final Sale Items
The following items and situations are non-refundable:
- Any product marked as Final Sale on our website
- Used products, including those used for less than 30 days
- Items not in their original condition or packaging
Damages and Issues
If your order arrives damaged or incorrect, please notify us immediately at soothevera.support@gmail.com and provide clear photos or videos of the issue. Once validated, we will offer a replacement at no additional cost. Refunds are not offered for defective or incorrect items — replacements will be provided.
Shipping and Address Policy
It is the customer's responsibility to provide the correct shipping address at the time of purchase. Changes to the shipping address cannot be made after the order has been placed.
Failed Deliveries Due to Incorrect or Incomplete Address
If a delivery fails due to an incorrect or incomplete address provided by the customer, a flat fee of $30 USD will be charged to cover additional shipping and logistics costs. This fee must be paid before the package can be reshipped.
Order Cancellation
Orders may be cancelled within 24 hours of being placed only if the order has not yet been processed or shipped. Due to our fast fulfillment times, some orders may be processed and dispatched before a cancellation request is reviewed. After this period, we cannot process cancellations as your order will have already begun processing.
Shipping Disclaimer
Once your package is handed over to the shipping carrier, we are no longer responsible for delays, damages, or lost items during transit. Customers must file claims directly with the shipping carrier using the tracking information provided.
Restocking Fee and Return Shipping Costs
A $9 restocking fee applies to all approved returns for unused items. Customers are responsible for return shipping costs, which are non-refundable. Refunds will only be issued for the cost of the product (excluding shipping and restocking fees) if the item meets the eligibility criteria.
Manual and Usage Guidelines
All customers are required to read the product instructions available on the relevant product page to ensure proper usage. Failure to follow these guidelines may affect results and void eligibility for claims.
Chargebacks and Dispute Resolution
We encourage customers to contact us directly at soothevera.support@gmail.com before initiating a chargeback. Most issues can be resolved quickly and satisfactorily through open communication.
In the case of an unauthorized chargeback, we will provide evidence of compliance with this policy, including proof of delivery, usage instructions, and agreement to terms. Chargebacks initiated without valid grounds will be contested to the fullest extent allowed by payment processors.
Terms of Agreement
By completing your purchase, you agree to the terms of this refund and protection policy.
Summary of Protection Measures
- Usage Requirements: Customers must follow consistent daily use requirements for the product to deliver results.
- Proof Requirements: Evidence of 30-day daily usage is mandatory for claims.
- Hygiene Protection: No returns or refunds are allowed for used products.
- Chargeback Safeguards: Unauthorized disputes will be contested with supporting evidence.
- Shipping Responsibility: Customers must ensure accurate addresses and file claims directly with carriers for transit issues.
For any questions or further assistance, please contact us at soothevera.support@gmail.com