Refund policy
Satisfaction Guarantee
For a limited time, SOHL PRYMM offers a 30-Day Satisfaction Guarantee on eligible products purchased directly from our website.
If you have genuinely tried the product and are not satisfied with it, contact us at support@sohlprymm.com within 30 days of the date your order was delivered.
If your claim meets the conditions below, we will provide a 100% refund of the purchase price paid for the eligible product.
You do not need to show that the product is faulty to make a claim under our Satisfaction Guarantee.
Eligibility
To claim under the Satisfaction Guarantee:
- the product must have been purchased directly from the SOHL PRYMM website while the Satisfaction Guarantee was being offered;
- you must contact us within 30 days of delivery;
- you must provide your name and order number or other reasonable proof of purchase;
- the product must have been purchased for genuine personal use; and
- you may be asked to provide information about your experience with the product and, where reasonably required, photographs of the product.
We may ask you to return the product before processing your refund. If a return is required, we will provide you with instructions.
The Satisfaction Guarantee is intended to allow customers to genuinely try our products. We reserve the right to refuse a claim where we reasonably believe the guarantee is being misused, including fraudulent claims, repeated excessive claims or purchases made primarily for the purpose of obtaining a refund.
This does not affect any rights you may have under the Australian Consumer Law.
Refund Amount
An approved Satisfaction Guarantee claim will refund 100% of the price you paid for the eligible product, including any discount applied at checkout.
Original delivery charges are not refunded under the Satisfaction Guarantee unless otherwise stated or required by law.
Refunds will generally be issued to the original payment method used for the order.
Your bank or payment provider may take additional time to process the refund after it has been issued by us.
Limited-Time Offer
Our Satisfaction Guarantee is a promotional offer and may be changed, suspended or withdrawn for future purchases at any time.
The version of the Satisfaction Guarantee offered when you made your purchase will continue to apply to that eligible purchase.
Removing or changing the offer will not affect valid claims relating to purchases that were made while the applicable Satisfaction Guarantee was being offered.
Change of Mind
Outside an applicable Satisfaction Guarantee, we are not required to provide a refund or exchange simply because you:
- changed your mind;
- decided you no longer wanted the product;
- ordered the wrong product or fragrance; or
- found the product cheaper elsewhere.
However, we may choose to consider a change-of-mind request at our discretion.
Any discretionary change-of-mind return does not affect your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, incorrect or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us at:
Please include your order number and information about the issue. We may request photographs or other reasonable information so we can assess the problem.
Australian consumers automatically receive consumer guarantees when purchasing goods. These rights cannot be excluded by a store policy or limited to a fixed 30-day period.
Where a product has a major problem, you may be entitled to choose between a refund or replacement. Other remedies may apply where the problem is not major.
Our Satisfaction Guarantee is an additional benefit and does not replace, restrict or exclude these rights.
Products Damaged Through Misuse
We are not required to provide a remedy under the Australian Consumer Law where a problem was caused by misuse of the product by the customer.
This does not affect any other rights you may have under applicable law.
How to Request a Refund
To request a refund, email:
Please include:
- your full name;
- your order number;
- the product concerned; and
- a brief explanation of your request.
We will review your request and contact you if we require any additional information.
Contact Us
For questions about returns or refunds, contact:
SOHL PRYMM
Email: support@sohlprymm.com