Refund policy

Last updated: 13 April 2026

This Returns & Refunds Policy explains the circumstances under which products purchased from So Vibrant may be returned, exchanged, or refunded. It outlines the eligibility requirements, applicable timeframes, and the steps customers should follow when requesting a return.

30-Day Return Window

Customers may request a return within 30 days from the date their order is delivered. The 30-day return period begins on the date the order is marked as delivered by the carrier. To qualify for a return, the item must be unused, in its original condition, and returned together with all original packaging, tags, accessories, and any included materials.

Restocking Fee: We don't charge any restocking fees.

Returns Overview

Return timeframe: Within 30 days of delivery

Condition requirements: Item must be unused and returned in original condition with packaging, tags, and accessories included

Customer assistance: Our support team is available to help throughout the return process

Return Shipping Costs

Faulty, Damaged, or Incorrect Items: If the product you received is defective, damaged during shipping, or not the item you ordered, So Vibrant will cover the cost of return shipping.

Change-of-Mind Returns: If you decide to return a product because you changed your mind — for example if you ordered the wrong item, selected the wrong size, or no longer want the product — the customer is responsible for return shipping costs. 

How to Request a Return

Contact Our Support Team: Email info@sovibrant.co with your order number and the reason for your return request. You may also reach out through the contact form available on our Contact page.

Repackage the Item: Carefully place the product back in its original packaging and ensure all accessories, tags, and included documentation are enclosed.

Send the Item Back: Follow the return instructions provided in your return authorization email and securely send the item back using a shipping carrier of your choice. Returns must be authorized by our support team before being sent back.

Refund Processing

Return Inspection: Once the returned item arrives, our team will inspect it to confirm that it meets the return eligibility requirements.

Refund Timeline: After the item is inspected, the refund will be issued within 7 business days. Depending on your payment provider or bank, it may take an additional 3 to 5 business days for the funds to appear in your account.

Refund Method: Approved refunds will be issued to the original payment method used during checkout.

Exchanges

If you would prefer to exchange your item for another size, color, or product, please contact us at info@sovibrant.co or submit a request through the Contact page. Our team will assist you in arranging the exchange as quickly as possible.

Non-Returnable Products

Certain items may not be eligible for return due to safety considerations. Products that cannot be returned will be clearly indicated as non-returnable on the respective product pages.

Need Help?

For additional information, please visit our FAQs page or reach out to our customer support team using the contact details below.

Contact Information:

Customer Support Hours:

  • Monday to Friday: 9:00 AM – 5:00 PM
  • Saturday and Sunday: Closed
  • Time Zone: GMT +10:00 (AEST)

Response time: We will respond to your email within 24 hours (Monday–Friday). Messages sent on weekends will be answered on the next business day.