Refund policy

1. RETURN / EXCHANGE CONDITIONS

SOURTAI (“We”, “us”, “ our”) accepts exchanges of SOURTAI products (“Products”) eligible to return (as defined in SOURTAI General Terms and Conditions of Sales) within 14-21 calendar days of receipt of the Products. SOURTAI does not accept returns for any other reason than if products arrive faulty.

The right of withdrawal does not apply to orders for personalised Products and for any other Product that you was informed at the time of submitting your order that it could not be returned (in accordance with applicable law) (“Non-returnable Products”).

We have a 14 days (UK) or 21 days (International) after the delivery of your order to return or exchange. You can find the date of delivery in your shipping confirmation email.

To be eligible for a return or exchange, 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. 

To start a return, you can contact us at jessica@sourtai.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. Return shipping costs are deducted from the refund. Return shipping for exchanges is covered by us. Original shipping costs are non-refundable.For returns outside the UK, any applicable customs fees will be deducted from the refund.

Items sent back to us without first requesting a return will not be accepted. Exchanges are complimentary. 

You can always contact us for any return question at jessica@sourtai.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as sale, special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, 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, please contact us at jessica@sourtai.com.

Products shall be returned in their original condition, unaltered, unused and undamaged, in their original package, if any, and with original tags and labels attached along with all related accessories, documents (e.g. instructions booklet, Product certificates) and protective covers included.

Returns or exchanges of incomplete, altered, worn, damaged, soiled Products will not be accepted and will be returned to you.

The above does not affect your legal rights in relation to Products that have manufacturing defects or are not as described.

How long do I have to return for an exchange?

You have 14 days (UK) or 21 days (International) after the delivery of your order to return merchandise. You can find the date of delivery in your shipping confirmation email.

My order has arrived faulty, what should I do?

E- mail jessica@sourtai.com with your concern (include images) and we will deal with it promptly. It is your consumer right to request a refund for goods that arrive faulty within 30 days of purchase. It must have the tags still attached. We do not accept refunds for any other reasonings.

2. EXCHANGE PROCESS

To return a Product for exchange, you must inform us of your intention to exchange a Product. To this effect you may:

1. Email jessica@sourtai.com  (subject: *order number*, *name*, return request), detailing the reason for request and add images if necessary.

2. SOURTAI will let you know whether the exchange can be facilitated and also provide you with other options depending on your situation.

 You will receive an email confirming your return or exchange request. Please follow the instructions below to return the product(s) to us:

- Wrap the Products you wish to return or exchange safely to avoid damage; Place them in their original package, if any, and then inside the shipping box in which you received your order;

- Shipping label must be paid by you, then attach the return prepaid shipping label on to the outside of the box, on top of the original label, and seal the box securely.

Please note that Products must be returned within 14-21 calendar days from your request for return or exchange.

3. EXCHANGES - STORE CREDIT

SOURTAI does not accept returns for any other reason than if items arrive faulty.

Upon receipt of a Product for which an exchange was requested, we will inspect the Product to ensure that the return / exchange conditions specified above in Article 1 are met. Subject to the Product meeting those conditions, an exchange or refund will be made.

Can I exchange it for a different size? 

Yes, but it is subject to availability. Please be aware that we don’t hold stock and so it may need to be exchanged for a made-to-order item or store credit. Made-to-order is dependent on whether there is enough fabric to make another, please contact SOURTAI to enquire.

How do I use store credit?

Store credit is issued via email in the form of a gift card. There is a code included, which you can use at the checkout. If the value of your new order is greater than the value of the gift card then you will need to cover the difference. The gift card value will not be eligible for shipping costs.

 When are exchanges for a different size or store credit not facilitated?

1. If the return has signs of use, odour, signs of it being washed, damage from the customer.

2. If it is returned without the original tags.

3. If it is returned outside the 14 day (UK) or 21 day (International) timeframe stated above. 

If we note any of the above then you will not be eligible for store credit.

4. Other Policies

CUSTOM CHARGES (International customers only):

Parcels may be subjected to customs and handling charges upon receipt. SOURTAI is not liable for covering custom charges. Please take this into consideration when purchasing

ORDER CANCELLATION

The fee to cancel your order will be 3% of your total spend in order to cover fees incurred from the transaction. You are strongly encouraged to check your order and exchange rates prior to completing your purchase.