Refund policy

Damages and issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can make it right.

Whether that means replacing the damaged/incorrect item or issuing a full refund, your happiness is our priority. 

Return window for non-damaged items
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must (1) be in the same condition that you received it, (2) unworn or unused, and (3) in its original packaging. You’ll also need the order number, receipt, or proof of purchase. 

To start a return, please contact us at info@sootcinders.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to the following address:

Soot & Cinders
6450 Evans Dr
Unit #947
Rex, GA 30273

You can always contact us for any return question at info@sootcinders.com.

Refunds
Once your return is received and approved, we'll notify you of the approval, and you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return and you haven't received a refund, please contact us at info@sootcinders.com so we can make sure it gets to you.

Exceptions / non-returnable items
We're sorry, but custom products (such as special orders or personalized items) can not be returned. Please get in touch if you have questions or concerns about your specific item.

We also can not accept returns on clearance items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.