At Soak And Relax, we stand behind the quality of our premium bathroom products. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original, unused condition with all tags and packaging intact
  • The request must be made within 15 days of delivery
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used shower accessories (such as shower heads with removed protective seals)
  • Custom-order bathtubs or showers made to specific measurements
  • Any installed bathroom fixtures (faucets, showers, etc.)

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Soak And Relax Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s)]
Reason for return/exchange: [Please specify]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]
Shipping address for return: [Your Address]

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you:

  • Return authorization number (RA#)
  • Return shipping instructions
  • Return address (4952 Pinchelone Street, Virginia Beach, US 23455)

Step 3: Package and Ship Your Return

Please:

  • Repackage the item securely in its original packaging
  • Include all accessories, manuals, and free gifts that came with the item
  • Write the RA# clearly on the outside of the package
  • Ship using a trackable method (we recommend DHL or FedEx)

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 3-5 business days after delivery), we’ll notify you via email about the status of your refund or exchange.

Refund Information

Refund Method: Your refund will be processed to the original payment method (Visa, MasterCard, JCB, or PayPal).

Timing:

  • Credit card refunds: 5-10 business days after approval
  • PayPal refunds: 3-5 business days after approval

Deductions: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of standard shipping for the replacement item.

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. In your email, specify the replacement product you’d like
  3. We’ll ship your new item once we receive and process your return
  4. You’ll receive tracking information for your replacement

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect and packaging
  • We’ll arrange for a replacement at no additional cost

Important Notes

  • We recommend keeping your return tracking number until the process is complete
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • International returns may be subject to customs fees, which are non-refundable

For any questions about our returns policy, please contact us at [email protected]. Our customer service team is happy to help!