Refund policy
Returns & Refunds
At Soothie Bottle, we are committed to providing high-quality products and exceptional customer service. This policy outlines your rights under the Australian Consumer Law (ACL) and our voluntary 30-Day Risk-Free Trial.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
Australian Consumer Law Consumer Guarantees
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement or refund if a product is faulty or defective, not of acceptable quality, unsafe, does not match its description, is not fit for its intended purpose, or does not meet a consumer guarantee under Australian Consumer Law.
Major Problems — you may choose a replacement, a full refund, or to keep the product and receive compensation for any reduction in value.
Minor Problems — Soothie Bottle may choose to repair, replace, or refund.
To make a claim, contact contact@soothiebottle.com with your order number, proof of purchase, a description of the issue, and photos or videos where applicable. We may request the item be returned for inspection. If your claim is approved, reasonable return shipping costs will be covered by Soothie Bottle. These rights are never time-limited to 30 days.
Our 30-Day Risk-Free Trial
We want you to actually try Soothie, not just look at it in the box. Every purchase — including items bought during a promotional, sale, launch or pre-order campaign — comes with a genuine 30-Day Risk-Free Trial.
Within 30 days of delivery, if you're not satisfied for any reason, you can return your Soothie for a full refund of the product price. This applies even if:
- The product has been opened, used or heated
- It was purchased during a promotional, sale, launch or discount campaign
- It was purchased as a pre-order
This is a deliberate, time-limited exception to the standard policy below — it's what makes "risk-free" actually true for the first 30 days, rather than a phrase with hidden conditions attached.
To claim it:
- Email contact@soothiebottle.com within 30 days of your delivery date, with your order number and proof of purchase.
- We'll confirm the refund and send return instructions.
- Please return the bottle, strap, charger and cover together — normal signs of use are completely fine; items that are damaged beyond normal use or missing components may be assessed individually.
- Customers are responsible for return shipping costs (unless the item is faulty — see Consumer Guarantees above).
- Original shipping charges are non-refundable.
- Refunds are processed to your original payment method within 5–10 business days of us receiving the return.
Once 30 days from delivery have passed, this guarantee no longer applies, and the standard terms below take over.
After the 30-Day Risk-Free Trial
Outside the 30-day window above, the following applies in full:
- We do not accept change-of-mind returns for products that have been opened, used, heated, or are missing original packaging.
- Products purchased during promotional campaigns, launch offers, clearance sales, discount events, bundle offers or limited-time promotions are not eligible for change-of-mind refunds or exchanges.
- Pre-order purchases cannot be cancelled or refunded for change of mind once the order has been placed.
None of this affects your rights under Australian Consumer Law if the product is faulty, defective, or fails to meet a consumer guarantee — those rights don't expire after 30 days.
Return Process
To request a return under the 30-Day Risk-Free Trial or otherwise: email contact@soothiebottle.com with your order number and reason for return. Our team will review and send return instructions, including a return address on approval. Returns sent without prior approval may not be accepted. We recommend tracked shipping.
Refund Processing
Once your return is received and inspected, approved refunds are processed to your original payment method — allow 5–10 business days, plus any additional time your bank or provider needs. If approved under Australian Consumer Law, applicable shipping costs are refunded too.
Incorrect, Damaged or Faulty Orders
If you receive a faulty product, a damaged item, or an incorrect order, contact contact@soothiebottle.com within 7 days of delivery and we'll resolve it as quickly as possible.
Contact Us
Soothie Bottle 📧 contact@soothiebottle.com 🌐 www.soothiebottle.com
Last Updated: 25 August 2026
