Refund policy
Last updated: 30 September 2026
We want you to be happy with your Sovemelle purchase. This policy does not affect your statutory consumer rights.
Cancelling an order because you have changed your mind
For most online purchases, you have the right to cancel your order within 14 days after receiving the goods, without giving a reason.
You then have a further 14 days to return the goods.
To cancel, email:
support@sovemelle.com
Please include:
- Your name
- Order number
- The products you wish to return
- The delivery address
- Confirmation that you wish to cancel
You may use the following wording:
I hereby give notice that I cancel my contract for the sale of the following goods: [insert product name].
Order number: [insert order number].
Ordered on: [insert date].
Received on: [insert date].
Name: [insert name].
Address: [insert address].
Date: [insert date].
Returning goods
Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning goods because you have changed your mind.
Please use a tracked postal service and keep proof of postage.
Goods should be returned securely, with all original packaging where reasonably possible. You may handle goods as you would in a shop, but we may reduce a refund if the goods have been handled more than necessary and their value has been reduced.
Hygiene and sealed products
Some products may be unsuitable for return once a hygiene or protective seal has been opened. This may include personal-care, bathing or cosmetic products.
If a sealed product has been opened after delivery, the statutory cancellation right may not apply to that item. This does not affect your rights if the product is faulty, damaged or incorrectly described.
Refunds
Once cancellation is valid and the goods have been returned, we will refund the price paid for the returned goods.
Where the whole order is cancelled, we will also refund the standard outbound delivery charge. We will not refund additional delivery costs where you selected a more expensive delivery option.
Refunds will normally be made to the original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Faulty, damaged or incorrect goods
If an item arrives faulty, damaged or different from what you ordered, contact us as soon as possible at:
support@sovemelle.com
Please include your order number and photographs where useful.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. We will cover reasonable return postage for goods that are faulty, damaged or incorrect.
Returns address
Unless we provide different written instructions, returns should be sent to:
Sovemelle
Eastcombe Farm
Rocky Lane
Northlew
West Devon
EX20 3BR
United Kingdom
Do not send a return without contacting us first, because some supplier-fulfilled items may require different return instructions.