At Soplook, customer satisfaction is our top priority. We are proud of the quality and care that goes into every diaper we produce. However, if you are not completely satisfied with your purchase, we are here to help.

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1. Return Eligibility

You may return your item(s) under the following conditions:

• The item must be unused, unwashed, and in its original packaging.

• The return request must be made within 7 days of receiving the product.

• A valid proof of purchase (invoice or order number) must be provided.

• Only regular-priced items may be refunded. Sale or clearance items are non-refundable.

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2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

• Used or washed cloth diapers

• Diaper inserts that have been opened or used

• Customized or personalized items

• Items returned without original packaging

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3. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund:

• If approved, your refund will be processed within 7–10 business days, and a credit will be applied to your original method of payment.

• Shipping charges are non-refundable, and the cost of return shipping is the customer’s responsibility unless the return is due to a fault on our part (e.g., defective or incorrect item).

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4. Exchanges

We only replace items if they are:

• Defective

• Damaged during shipping

• Incorrectly shipped (wrong item or size)

If you need to exchange an item, please contact us within 5 days of delivery.

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5. How to Initiate a Return or Refund

To start the return or refund process, please contact our customer support team with the following details:

📧 Email: [insert email]
📞 Phone: [insert phone number]
📦 Include in your message:
– Order number
– Reason for return
– Photo evidence (if applicable)

We will respond with instructions on how to return your item(s).

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6. International Returns (Including Australia)

International customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

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7. Cancellations

Orders can be cancelled within 24 hours of placement, provided they haven’t been processed or shipped. Once an order is in production or dispatched, cancellation is no longer possible.

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Contact Us

If you have any questions about our refund or return policy, please reach out to us—we’re happy to assist.

📧 Email: info@soplookaustralia.com
📞 Phone: +61 587 335 472
🌐 Website: www.soplook.com

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At Soplook, we believe in building trust through transparency and excellent service. Thank you for supporting our mission to create a more sustainable world.