Our Commitment
1. Made to Order products
Our products are made to order or produced in limited batches. You are entitled to a return or refund if the product has a manufacturing defect, is incorrectly dispatched, or is materially different from the order placed.
2. Return Window
You have 72 hours (3 days) from the courier’s delivery confirmation timestamp to raise a return request.
Requests submitted after this window may not be accepted, except where required under applicable law or in cases involving latent defects that could not reasonably be identified at the time of delivery.
To initiate a request, email support@sohoknit.com with:
- Clear photographs of the issue
- Description of the problem
- Order Number
Incomplete submissions may delay processing.
3. Eligible Reasons for Return
Accepted
Returns are accepted only for the following:
- Manufacturing defects: torn seams, broken zippers, incomplete prints, or structural damage present at delivery
- Wrong item dispatched: a product differing from the confirmed order
- Empty or missing item delivery
Not Accepted
The following are not eligible for return:
- Incorrect size, colour, or design selected by the customer
- Minor colour variations due to display differences
- Measurement differences within ±2 cm of the size chart
- Dissatisfaction with fabric texture, weight, or feel
- Damage caused after delivery (washing, wearing, storage)
- Change of mind or duplicate orders
4. Non-Returnable Items
The following are non-returnable except in case of defects:
- Custom-made, personalised, or made-to-order products
- Items marked as “Final Sale”
- Personal hygiene items
- Gift cards
- Items that have been worn, washed, altered, or dry-cleaned
- Items returned without prior approval
5. Unboxing Evidence
Customers are strongly advised to record an un-boxing video showing: – Sealed package with shipping label
- Opening process
- Product condition
6. Return Shipping
- For approved defect or wrong-item cases: reverse pickup will be arranged at no cost
- For any other approved cases: customer bears return shipping cost
Items sent without prior approval may be refused.
7. Inspection and Deductions
All returns are subject to inspection.
Refund outcomes may include: –
- Full refund
- Partial refund (based on condition)
- Rejection (if criteria are not met)
Deductions, if applicable, will be based on: – Product condition
- Missing tags or packaging
- Signs of use
Original shipping charges are non-refundable unless the return is due to our error.
8. Exchanges
Exchanges are offered only for verified wrong-item dispatches, subject to stock availability.
No size or preference-based exchanges.
9. International Orders
International orders are generally final sale.
However, defective or incorrect items may be eligible for replacement or refund at our discretion.
Custom duties and taxes are the responsibility of the customer.
10. Refund Processing
- Inspection completed within 48 hours of receipt
- Refund processed within 7–10 business days
- Credited to original payment method
Processing times may vary depending on financial institutions.
11. Policy Amendments
We reserve the right to amend this policy at any time. The version active at the time of purchase will govern your order.