Refund policy

Refunds & Returns

If you are not completely satisfied with your online or in-store purchase, you can easily return it for a refund or exchange. Soko & Co will gladly exchange or refund your purchase when the goods are unused and in their original condition, with all original packaging, manuals and accessories included. This is in addition to your rights under Australian Consumer Law.

All returns, refunds, exchanges and warranty claims must be accompanied by your original purchase receipt or invoice.

 

In-Store Purchases

You may return your purchase to any Soko & Co location. For goods purchased in-store, we offer:

• A money-back refund within 10 days of the purchase date

• An exchange or store credit within 60 days of the purchase date

 

Online Purchases

If you would like to return an online order, please get in touch with us as soon as possible, and before posting back any items. For online purchases, we offer:

• A money-back refund within 10 days of the delivery date

• An exchange or store credit within 60 days of the delivery date

 

Online orders can be posted back to us or returned to our Myaree store. Online orders cannot be returned to our Karrinyup or Carousel stores. Return shipping costs and appropriate re-packaging of any returned or exchanged products are the responsibility of the customer. All original shipping costs are non-refundable.

If returned items are found to be damaged, out of their original packaging or not in saleable condition, we may decline your return request and return the goods to you at your cost.

In order to partially cover shipping and handling costs for some returned orders, a restocking fee may be deducted from your refund based on the size of the returned item/s:

Item Volume (m3) Restocking Fee
<0.01 (most satchels) $10
0.01 - 0.1 (small-medium cartons) $20
>0.1 (medium to large cartons) $30

 

Faulty or Damaged Goods

If your order arrives damaged, faulty or inoperable, we will fix the issue as soon as possible. Please get in touch with us via email or our Contact Us page, making sure to include your order number and details of any damage.

We may also ask you for photos/videos showing the product's fault, or we may ask you to return the product to us at our cost. If returned goods are found to have no fault or failure, they will be returned to you at your cost and a $15 Return to Sender charge will apply.

 

Warranty Claims

Our products come with guarantees that cannot be excluded under Australian Consumer Law. If your product is found to have a major failure within 12 months of the original purchase date, you are entitled to your choice of a replacement or refund. If the failure does not amount to a major failure, we will repair or replace the product for you.

Many of our brands, such as Elfa and Brabantia, also come with additional warranties and guarantees in addition to your rights under Australian Consumer Law. Faulty products covered by a manufacturer's warranty will be repaired or replaced by the manufacturer.

 

Items that Cannot be Returned

Some products cannot be returned or exchanged due to change of mind, so please choose carefully before purchasing. Refunds and exchanges due to change of mind are not available for:

• Gift cards, credit notes and vouchers

• Clearance and special order items

• Products that are out of their original packaging, not in saleable condition or have been damaged by misuse

• Products that have been customised or modified, such as cutlery trays that have been cut to a specific size, custom-size wine racks, and personalised/engraved items

• Suction products that have been mounted or installed incorrectly (if you need help installing suction products, we have a great guide that we can share)

• Toilet brushes

• Products that include consumable components, such as adhesives, glues and paints

 

Refund Methods

Once your order has been returned and inspected, we will refund your original payment method. If you return item/s in-store, you will receive a return receipt for your records. Online returns will receive email confirmation within 24 hours of the refund being processed.

Purchases made with a gift card, credit note or voucher will be refunded to a new gift card, credit note or voucher, with an expiry date of three years.

If you haven’t received your refund, please check your bank account, credit card, PayPal account or Afterpay account. Please allow up to 5 business days for refunds to be processed.

Still Need Help?

If you have any questions, we're happy to answer them! You can use our Contact Us page and submit an enquiry, or send us an email below.