Soothe Lab guarantees the quality of each of our products. Our products are designed with comfort in mind and built to last. Therefore we offer a standard 30 day return policy. Our complimentary extended guarantee is only available for products:
- Brand-new and unregistered
- Activated within less than 30 days
To activate our extended guarantee, please send us the details of your order to: firstname.lastname@example.org
We want our customers to love their experience with Soothe Lab products. If within the trial period, conclude your purchase is not a good fit or that you would prefer a different product instead, we welcome you to request a return authorization by emailing email@example.com. Once the below information has been received, we can then approve your return and provide you with the return address. To expedite this process, please include the following information within your email:
- Name On Order
- Order #
- Extended guarantee member #
- Email address order was placed under
- Shipping Address
- Reason for return
- Choice of exchange or refund
- Image of blanket/duvet in original packaging (The plastic case)*
Be advised that the return item must be undamaged (new condition), and customers are responsible for all return shipping charges and packaging.
The original packaging (plastic case) is a non-negotiable. We cannot accept your return without the plastic case. This is for few reasons. We need the plastic casing so that the blanket gets from your home to our distribution safely. Another reason is so it is stored safely in our distribution center and therefore will not grow mold etc. And lastly (and most importantly) this is a piece of bedding, and therefore we have to be very strict due to safety and hygiene. If on the commute back the blanket picked up a pest it could contaminate our entire distribution center.
If you believe that your product has arrived with damage or defect, please contact customer service within 30 days to return items of poor quality for a refund/exchange. Please include a description and photo verification of the damage in your email.
*Orders shipped outside the US are not eligible for return or exchange. Orders purchased through balooliving.com are eligible for a refund with proof of order, e.g. order number or the email address associated with the order. Items purchased from a store or retail website should be returned to the merchant.
Unfortunately, we are not able to process exchanges. However, we will accept your original item when eligible* as a return for a refund, meaning you can place a new order to ship out immediately.