At SOHM™ Atelier, we take great care in preparing every order. Each piece is individually inspected and packed before it leaves us. However, if something is not right, we are here to help.
Our 14-Day Return Policy
We accept returns within 14 days of the date you receive your order, strictly under the following conditions.
Your return request must be submitted to contact@sohm.com.au within 14 days of receiving your item. Requests submitted after this period will not be accepted.
Eligible for Return
Damaged or faulty item
Your item arrived broken, cracked, or with a manufacturing defect.
Wrong item received
You received a different item from what you ordered.
Item significantly not as described
The item is materially different from its description or images on our website.
Please note: as all SOHM™ pieces are crafted from natural crystals, minor variations in colour, pattern, and texture are inherent to the material and are not considered defects.
Not Eligible for Return
How to Initiate a Return
Contact us within 14 days
Email contact@sohm.com.au with your order number, a description of the issue, and clear photos of the item and packaging.
Wait for approval
We will review your request and respond within 2–3 business days. Do not return any item without receiving written approval from us first.
Ship the item back
Once approved, securely package the item and ship it to the address we provide. Return shipping costs are the responsibility of the customer.
Receive your refund
Once we receive and inspect the returned item, your refund will be processed to your original payment method within 5–7 business days.
Return Shipping Costs
Return shipping costs are the responsibility of the customer in all cases, including items that are damaged or faulty. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit on their way back to us.
We do not provide prepaid return labels at this time.
Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. If a product has a minor failure, we may choose to repair or replace the item. Nothing in this policy limits or excludes your statutory rights as a consumer under Australian law.
Questions?
We're here to help
If you have any questions about our returns policy or your order, please don't hesitate to get in touch.
contact@sohm.com.au