Refund policy

Return & Refund Policy

 

At Soursoply we want you to be happy with your order. This policy explains your options for returns and refunds. It sits alongside, and does not affect, your statutory rights under UK consumer law.

 

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, please email us at info@soursoply.co.uk within 48 hours of delivery, including your order number and a photo of the item. We will arrange a replacement or a full refund (including delivery costs) at no charge to you.

 

Fresh soursop (perishable)

Because fresh soursop is a perishable food product, it cannot be returned for a change of mind. If your fruit arrives spoiled, damaged or in poor condition, contact us within 48 hours of delivery with photos and we will replace it or refund you.

 

Dried soursop leaves

Unopened, unused packs of dried soursop leaves may be returned within 14 days of delivery for a refund. For food safety and hygiene reasons we cannot accept returns of opened or part-used packs unless the product is faulty. To start a return, email info@soursoply.co.uk with your order number.

 

Return shipping

For change-of-mind returns of dried leaves, you are responsible for return postage and for ensuring the item reaches us in its original, resalable condition. For damaged, faulty or incorrect items, we cover all return costs.

 

Refunds

Once we receive and inspect your return, or approve your claim, we will refund your original payment method within 14 days. The time for the refund to appear may vary with your bank or card provider.

 

Cancellations

You can cancel an order before it has been dispatched by emailing info@soursoply.co.uk. Once an order has shipped, the returns terms above apply. Under the Consumer Contracts Regulations 2013, perishable goods such as fresh soursop are exempt from the 14-day cooling-off period.

 

Contact

Questions about a return or refund? Email info@soursoply.co.uk and we will be happy to help.