Refund policy

Returns and cancellations

Every SOWTH item is made to order after you select your message. Because it is made specifically for you, we cannot accept returns or offer refunds for a change of mind once production has begun.

Cancellations and changes

If you need to cancel or change an order, email sowthbrand@gmail.com as soon as possible. If production has not begun, we will cancel the order and issue a full refund. Once production begins, we cannot change the selected message or cancel the made-to-order item.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, incorrect, or with a message that differs from the one selected at checkout, contact sowthbrand@gmail.com within 30 days of delivery with your order number and clear photos. We will arrange a replacement or refund, as appropriate. We may request additional photos or a short video to help us assess the issue.

Delivery issues

If tracking has not moved for 30 days after dispatch, contact us and we will investigate with the carrier. If tracking shows the parcel as delivered but you cannot locate it, contact us within 7 days and we will help you open a carrier claim. Replacement for parcels marked delivered is assessed case by case.

Care

Clean acrylic with a soft microfiber cloth. Avoid liquid or chemical cleaners, keep it out of direct sunlight, store it somewhere dry, and switch the light off when it is not in use.

Clean the necklace with a soft cloth and remove it before bathing or swimming. Tarnish caused by wear in water is not a manufacturing fault.

Nothing in this policy affects your statutory rights.