Refund policy

Refund and Returns Policy

We have a 30‑day return policy, which means you have 30 days after receiving your item to request a return.

1. Your Statutory Rights (Cannot Be Excluded)

Nothing in this policy limits or excludes your statutory rights:

European Union – Under Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, for any reason and without justification.
United Kingdom – Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14‑day cancellation right from receipt of the goods.
Australia – Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory rights apply regardless of whether an item was on sale. For your statutory 14‑day withdrawal (EU/UK), you may open and handle the product as you would in a shop to check its nature, characteristics and functioning, and you remain responsible only for any diminished value resulting from handling beyond what is necessary for that check.

2. Voluntary 30‑Day Returns

In addition to your statutory rights, we offer a voluntary 30‑day return window from the date you receive your order. To be eligible, your item must be unused, in its original condition and in its original packaging, with tags and proof of purchase.

Sale items and gift cards are excluded from this voluntary 30‑day return (this exclusion does not affect your statutory rights, including the EU/UK 14‑day withdrawal right).

3. How to Start a Return

Contact us at shop@soopii.com with your order number, the item you wish to return, and the reason. Please do not send items back without first requesting a return; items sent back without a prior request will not be accepted.

Once your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. The cost of this label will be deducted from your refund unless the return is due to our error.

Return Addresses:

US Return Address
Name: Niuku Los Angeles 01 Warehouse
Address: 2825 E Jurupa St, Dock 66, Ontario, CA 91761
Contact for self‑delivery: Stella
EU Return Address
Contact: ABW1535152
Address: Lager 4, Alte Zollstraße 50, Niederkrüchten, Nordrhein‑Westfalen, 41372, Germany
Australia Return Address
Contact: A839
Phone: (AU +61) 435357592
Address: 139 Keys Rd, Moorabbin, Victoria, 3189, Australia
UK Return Address (Note: This is the registered seller address; for actual returns, please follow the RMA‑generated address)
ONLINE SELLER: Cici House, 58A Derby Street, Manchester, Lancashire, M8 8HF, GB

Important: For specific return orders, the corresponding return warehouse address can be viewed in real time when you create the return order and print the RMA (Return Merchandise Authorization) number. Please always use the address provided at the time of RMA generation.

4. Who Pays Return Shipping

Statutory 14‑day withdrawal (EU/UK) – you pay the direct cost of returning the goods.
Voluntary 30‑day change‑of‑mind return – you pay return shipping.
Faulty, damaged or incorrect items – we cover return shipping and will arrange or reimburse it.

5. Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be refunded to your original payment method:

EU/UK statutory withdrawal – within 14 calendar days of us receiving the returned goods, or within 14 calendar days of you providing evidence that you have returned the goods, whichever is earlier.
Other returns – within 10 business days of approval.

Please remember it may also take some time for your bank or credit card company to process and post the refund. If you haven’t received your refund within 15 business days after your return was approved, contact us at shop@soopii.com.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.