Refund policy

Sooma Webshop Return Policy: 30-Day Money-Back Guarantee

1) Return policy

If you're not satisfied with your treatment for any reason, you can return your kit within 30 days of delivery for a full refund. Returns for purchases from our webshop are free and straightforward, and you can start them yourself online.

Important: Your statutory 14-day right of withdrawal is included within this 30-day period (it does not add extra days).

This return policy applies only to purchases on our official webshop (shop.soomamedical.com). If you obtained your products through a sales representative, clinic, distributor, or other retailer, please contact your original point of sale, as the return terms may differ. This 30-day guarantee is in addition to your warranty rights.

2) How to make a return

Start your return through your Sooma account at https://account.soomamedical.com.

Log in using the email address from your order.
Select the order and the item(s) you want to return.
Choose a return reason. Your feedback is important to us.
Submit your request.

Once your request is approved, we will email you a prepaid return shipping label. Returns from our webshop are free when you use this label. If you need help, contact us at returns@soomamedical.com.

3) EU 14-day right of withdrawal (within the 30-day money-back guarantee period)

As an EU consumer, you may withdraw from your contract within 14 days of delivery without giving any reason. This statutory right sits inside our 30-day money-back window.

4) How to exercise your 14-day withdrawal right

You can exercise your right of withdrawal in either of these ways:

Through your Sooma account at https://account.soomamedical.com, by starting a return and selecting "Other" as your reason. You can note that you are exercising your right of withdrawal in the comments.
By sending a clear statement of withdrawal to returns@soomamedical.com.

To meet the withdrawal deadline, it is enough to send your notice before the 14-day period expires. After notifying us, you must send the goods back within 14 days of your withdrawal notice. Return shipping is free when you use our label.

Refund timing for statutory withdrawal: We refund within 14 days of receiving the returned goods (or proof of return). This statutory timeline overrides any longer timelines shown elsewhere in this policy for the voluntary 30-day guarantee.