Return and Refund Policy

Last updated: October 29, 2026

This policy applies to purchases made on soothi.com from Sanskrit, DBA Soothi ("Soothi," "we," "us"). Purchases made through a retail partner, marketplace, or other sales channel are covered by that channel's own return policy.

Two things to know first

Shipping charges are not refundable. The shipping and handling you pay at checkout goes to the carrier. That money is spent and we cannot recover it, so it is not included in a refund. We refund the price of the product only. The narrow exceptions are listed below: an order canceled before it ships, and an order that never arrives.

Packages lost or stolen after delivery are handled separately. Once a carrier confirms delivery, the package is no longer in our hands. See Lost, stolen, and delayed packages below for what we can do, and our Shipping and Delivery page for the carrier-by-carrier steps.

Return window

You may return eligible items within 30 days of delivery for a refund of the product price. Original shipping and handling charges are not refunded.

Condition

Items must be unused, undamaged, and in their original packaging, with the shipping materials and a copy of the invoice included. Items returned used or damaged by the customer are not eligible for a refund.

What cannot be returned

• Personalized and custom-made items, including debossed covers and custom interior printing
• Final sale, clearance, and discontinued items
• Samples and promotional merchandise
• Gift cards

International orders

Orders shipped outside the United States are final sale. We do not accept returns or exchanges for change of mind on international orders.

If an international order arrives damaged, defective, or incorrect, contact us within 14 days of delivery with photos and we will replace or refund it.

If your order ships through a package forwarding service, our responsibility ends at the US address you gave us at checkout. Once a package reaches the forwarder, their terms govern the onward journey, including loss, damage, and insurance. See our Shipping and Delivery page.

Return shipping

If the return is the result of our error, a damaged or defective item, the wrong item, or a fulfillment mistake, we provide a prepaid return label at no cost to you and we refund the full amount you paid, including the original shipping charge.

For all other returns, including change of mind, return shipping is the customer's responsibility and the original shipping charge stays unrefunded. We recommend a trackable service. We cannot issue a refund for a return we do not receive.

Restocking fee

None. We do not charge a restocking fee.

Damaged, defective, or incorrect items

Contact us within 14 days of delivery at hello@soothi.com with your order number and photos of the item and its packaging. We will replace the item or refund it.

Lost, stolen, and delayed packages

If tracking shows delivered but you do not have the package

Carriers sometimes scan a package as delivered a day before it arrives, or leave it somewhere unexpected. Before contacting us, please:

• Check around the property, including porches, side doors, garages, and mailrooms
• Ask neighbors and anyone else at the address
• Wait 48 hours from the delivery scan, since late scans are common

Our Shipping and Delivery page has the steps for each carrier, including who to call and where to file. For USPS, contact your local post office directly rather than the national hotline, since the local office is the one that can physically look for the package.

If it still has not turned up, email hello@soothi.com within 14 days of the delivery scan with your order number. Either of us can file a USPS claim, and we will send you the mailing record you need in order to file. Please do not wait: USPS will not accept a claim more than 60 days after the mailing date, and once that window closes nothing can be recovered.

We cannot guarantee the outcome of a carrier claim, and we are not responsible for theft after a carrier has confirmed delivery to the correct address.

If tracking stops moving

A package is treated as lost in transit when tracking has not updated for 10 business days domestically, or 30 calendar days internationally. That is a different situation from a stolen package. At that point email us and we will file a claim and refund the order in full, including shipping, or send a replacement if you prefer.

Delays

Delivery estimates are estimates. Carrier delays caused by weather, peak holiday volume, customs, or carrier backlogs are outside our control, and we do not refund orders or shipping charges because a package arrived later than estimated. If a delay means the order no longer works for you, the standard 30-day return applies once it arrives.

Incorrect addresses

Please check your shipping address before you order. We ship to the address given at checkout. If a package is returned to us because the address was wrong or incomplete, we will reship it once you pay the new shipping charge and give us a corrected address.

If we do not hear from you within 30 days of a package coming back to us, we will refund the product price, less the original shipping charge, and return the item to stock.

How to start a return

1. Email hello@soothi.com with your order number, the item, and the reason for the return.
2. We will confirm eligibility and send return instructions, including a prepaid label if one applies.
3. Pack the item in its original packaging with a copy of the invoice.
4. Ship it to: Soothi, 2744 E 11 Street, Unit D2, Oakland, CA 94601.

Please start a return by email before shipping anything back. Returns sent without prior confirmation may be delayed or refused.

Exchanges

Exchanges follow the same steps as returns. You ship the item back to us at your own cost, and please include the email correspondence about the exchange so we can match it to your order. We will issue an exchange of equal value to the original purchase price, subject to availability. If the item you want is unavailable, we will refund the product price instead.

Refund timing

Refunds are issued after we receive and inspect the returned item. We process refunds to the original payment method within 10 business days of receipt, and you will get an email confirmation once it is processed. Your bank or card issuer may take additional time to post the credit.

Lost or damaged return shipments

We are not responsible for returns lost or damaged on their way back to us. Use a trackable service and keep your tracking number.

Order cancellations

Contact us at hello@soothi.com as soon as possible if you need to cancel. We can cancel an order that has not yet been fulfilled, with a full refund including shipping, since nothing has gone to the carrier yet. Once an order has shipped, the return process above applies and shipping is not refundable. Custom and personalized orders cannot be canceled once production has started.

Questions

Email hello@soothi.com and we will help.