Refund Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return/refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, contact us at hello@soupkeys.com.

Let us know your order number, items you wish to return, and reason for the return.

Wait for an email from us approving the return request along with a return address. Items sent back to us without first requesting a return will not be accepted.

You would need to arrange return shipping. Please carefully label your package with the shipping address that we provided. Once the package is posted, provide us the tracking number along with the courier name.

Refunds

Any refunds would be in Australian dollars at the original order amount, inclusive of GST. If your payment card is not issued by an Australian bank, the refund amount may be subjected to fluctuation in currency exchange rate. We will not be liable for any losses due to this circumstance. Refunds to credit cards take around 5 business days. This is estimate only and the actual time taken will depend on your bank's policies and processing times.

Damages and issues

If your order contains damaged items or items missing please contact us immediately at hello@soupkeys.com with order number and picture of damaged item.

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.

Change of Mind

Please choose purchases carefully. Due to the nature of the products we sell, and to guarantee integrity for every customer we cannot accept exchanges or refunds for incorrect decisions or change of mind for shipped products.

Nothing in these terms and conditions limits your rights under law. For example, there may be circumstances where you may be granted a right to return the Products you have purchased, including under your cooling-off rights for phone sales, or for any failure of the consumer guarantees under the Australian Consumer Law.

Non-refundable Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if applicable) will be deducted from your refund.

When returning items, please only use trackable shipping services. We cannot guarantee that we will receive your returned item.