At soakscrubmat, we maintain a structured, transparent, and legally compliant framework regarding order cancellations, physical returns, and financial remedies. Our procedures are strictly aligned with statutory consumer protection legislation within our primary transactional markets, including Canada, the United States, and the European Union.
1. Statutory Right of Withdrawal (European Consumers)
In accordance with European Union consumer directives, individuals residing within Europe possess a statutory Right of Withdrawal:
The 14-Day Window: You have the legal right to cancel your purchase agreement and return an item within 14 days from the date on which you, or a designated third party, take physical possession of the goods—without needing to provide a justification.
Initiation: To exercise this right, you must formally notify our administrative support team via email at silicone@soakscrubmat.com within this designated 14-day interval.
2. General Return Framework & RMA Process
For non-defective returns executed under standard consumer rights, items must be dispatched in their original, unused condition, and original packaging.
Authorization Required: Consumers must obtain a formal Return Merchandise Authorization (RMA) and the verified return instructions from our support team prior to shipping any return parcels. Unannounced returns without an RMA may not be processed.
Return Locations: To better serve our global customer base, we coordinate with localized receiving points across America and Europe. Specific return address instructions will be provided directly by our support team upon authorization.
3. Non-Conforming, Defective, or Damaged Items
We provide an expedited administrative protocol to address instances where products arrive below our expected standards:
Notification Window: If your product arrives with visible physical damage or structural flaws, please contact silicone@soakscrubmat.com within the appropriate post-delivery period.
Evidentiary Requirement: Please provide your order number along with clear photographic or video evidence displaying the specified defect.
Resolution Method: Upon verification, we will promptly initiate a full refund or coordinate a replacement dispatch. Under this consumer framework, you are not required to physically return the damaged item, ensuring a swift resolution.
4. Extended Logistics Delays & Non-Delivery
We partner with premium global networks to complete transit within a standard 5 to 12 business days window, supported by automated email updates at key intervals (dispatch, transit hub arrival, and local delivery routes).
If a shipment fails to arrive within this standard timeframe, our team will open a formal inquiry with the respective carrier. Following the carrier’s verification, we will issue a complete refund or coordinate a replacement dispatch based on the factual findings of the investigation.
5. Financial Processing & Reimbursement Channels
When a financial remedy or refund is authorized by our administration, the reversal is executed systematically back to the original payment method used during checkout:
Accepted Payment Networks: Reversals will appear on your statement corresponding to the specific method utilized at payment, including major card networks (Visa, Mastercard, and American Express) or digital wallets (Apple Pay and Google Pay).
Processing Timelines: Once initiated by our system, standard banking frameworks typically require 5 to 10 business days to display the credited funds on your statement, depending entirely on your financial institution’s processing cycles.
