Returns & Refunds Policy
Last updated: 3 September 2026
At Soché, we want you to be satisfied with your purchase. If something isn't right with your order, our customer support team is here to help.
This Returns & Refunds Policy explains the arrangements for returns, cancellations, refunds, replacements and product issues for purchases made through soche.co.uk, as well as the separate arrangements applicable to wholesale and commercial customers.
Soché is a trading name of Le Papillon Boutique Ltd.
Nothing in this policy excludes, restricts or limits any statutory rights or remedies available to consumers under applicable law.
1. Retail Purchases
This section applies to products purchased directly through the Soché online store by consumers.
When you purchase through soche.co.uk, your purchase is made directly with Le Papillon Boutique Ltd trading as Soché.
We may use third-party fulfilment, warehousing and delivery partners to process and deliver your order. This does not affect your rights or our responsibilities to you.
2. Your Statutory Rights
Nothing in this policy affects your statutory rights under applicable UK consumer protection law.
Depending on the circumstances, consumers may have rights where goods are:
- Not of satisfactory quality
- Not fit for purpose
- Not as described
- Damaged
- Incorrectly supplied
- Not delivered within the applicable legal timeframe
- Otherwise not in conformity with the contract
Where a statutory right applies, we will provide the remedy required by law.
This policy should therefore be read alongside the applicable consumer legislation rather than as a replacement for those rights.
3. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
Please provide:
- Your order number
- Product name
- Description of the damage
- Photographs of the product
- Photographs of the external packaging
- Photographs of the internal packaging, where relevant
- Batch or lot number, where available
- Any other information reasonably requested by our customer support team
We may use this information to investigate the issue with our fulfilment or delivery partner.
Where appropriate, we will arrange a replacement, refund or other remedy in accordance with your statutory rights.
4. Incorrect Products
If you receive a product that is different from the product you ordered, please contact us at:
Please provide your order number and details of the product received.
We will investigate the issue and, where appropriate, arrange a replacement, refund or other suitable remedy.
You will not be responsible for reasonable costs associated with correcting an error attributable to Soché.
5. Missing Products
If one or more products are missing from your order, please contact us at info@soche.co.uk.
Please provide:
- Your order number
- The missing product or products
- Details of the products received
We will investigate the discrepancy with our fulfilment records and, where appropriate, arrange a replacement, refund or other suitable remedy.
6. Faulty or Defective Products
If you believe that a Soché product is faulty, defective or otherwise does not meet the standards required under applicable law, please contact us.
Where possible, provide:
- Order number
- Product name
- Description of the issue
- Photographs
- Batch or lot number
- Best Before or other relevant date information
We may investigate the issue with our quality, manufacturing or fulfilment partners.
Where the product does not conform to your statutory rights, we will provide the appropriate remedy required by law.
7. Food Products and Returns
Soché sells food products. Because of the nature of food products, certain goods may be excluded from a statutory cancellation right where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
This does not remove or restrict statutory rights relating to products that are faulty, defective, damaged, incorrectly supplied or otherwise do not conform to the contract.
If you are unsure whether a product is eligible for return, please contact us before sending it back.
8. Change-of-Mind Cancellations
Where applicable UK consumer law provides a statutory right to cancel an online purchase without giving a reason, Soché will honour that right in accordance with the applicable legal requirements.
The statutory cancellation period and applicable exceptions depend on the nature of the goods and the circumstances of the purchase.
Certain food products may fall within statutory exceptions, particularly where goods are sealed and are unsuitable for return for health protection or hygiene reasons once unsealed.
Nothing in this policy is intended to prevent a consumer from exercising a cancellation right where one legally applies.
9. How to Request a Cancellation or Return
Please contact us before returning any product.
Email:
Please provide:
- Your full name
- Order number
- Product(s) concerned
- Reason for the return, where applicable
- Relevant photographs or supporting information
We will review the request and provide return instructions where a physical return is required.
Please do not send products to an address without first receiving return instructions from Soché.
10. Condition of Returned Products
Where a return is permitted, products should be returned in accordance with the instructions provided by our customer support team.
Where applicable, products should be:
- Securely packaged
- Returned with their original packaging where reasonably possible
- Unused and unopened where required by the applicable legal or return conditions
These requirements do not override statutory rights concerning faulty, defective, damaged or incorrectly supplied products.
Where a consumer has a statutory right to inspect goods before cancellation, any reduction in refund attributable to handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods will be considered in accordance with applicable law.
11. Return Shipping Costs
Where a return is required because of an error attributable to Soché, including where goods are:
- Damaged
- Defective
- Incorrectly supplied
- Incorrectly fulfilled
Soché will bear reasonable return costs where required by law.
Where a consumer exercises a statutory cancellation right, responsibility for return delivery costs will be handled in accordance with applicable law and the information provided to the customer at the time of purchase.
12. Refunds
Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless otherwise agreed or required by law.
Refunds will be processed within the applicable statutory timeframe.
The time taken for the refunded funds to appear in the customer's account may depend on the customer's bank or payment provider.
13. Refunds Following Cancellation
Where a consumer validly exercises a statutory cancellation right, refunds will be handled in accordance with applicable law.
Where applicable, this may include reimbursement of the standard delivery charge paid for the original order.
Where a customer selected a more expensive delivery option than the least expensive standard delivery option offered, any additional amount may not be refundable where permitted by law.
14. Partial Refunds
Where only part of an order is affected, the appropriate remedy may be limited to the affected product or portion of the order.
Where a statutory right applies to the entire order, the customer's statutory rights will take precedence.
15. Replacements
Where appropriate, Soché may offer a replacement for:
- Damaged products
- Defective products
- Incorrect products
- Missing products
Replacement is subject to product availability and applicable law.
Where a replacement is unavailable or otherwise inappropriate, an alternative remedy may be provided.
16. Products Damaged After Delivery
Customers should follow the storage and handling instructions provided on the product packaging.
Where a product becomes damaged or unsuitable after delivery because of improper storage, handling or use by the customer, the issue may not qualify as a defect attributable to Soché.
This does not affect any statutory rights that cannot legally be excluded.
17. Product Quality Concerns
If you have a concern about the quality, appearance, aroma, flavour, packaging or condition of a product, please contact us.
Natural agricultural ingredients can exhibit reasonable variation between harvests and batches.
Where a concern relates to a potential food-safety or contamination issue, customers should not consume the product and should contact us immediately.
Please retain the product and packaging where possible until we have advised you otherwise, as this may assist our investigation.
18. Food Safety Complaints
If you believe that a product may present a food-safety concern, please contact us immediately at:
Please provide:
- Order number
- Product name
- Batch or lot number
- Best Before or other relevant date
- Description of the concern
- Photographs where available
Where appropriate, we may request that the product and packaging be retained for investigation.
We will assess the complaint through our applicable quality and food-safety procedures.
19. Orders That Cannot Be Fulfilled
If we are unable to fulfil an accepted order, including because a product unexpectedly becomes unavailable, we will contact the customer and provide an appropriate resolution.
Where payment has already been taken and the order cannot be fulfilled, we will provide the applicable refund.
20. Orders That Have Already Entered Fulfilment
If you request cancellation after an order has entered fulfilment or has been dispatched, we may not be able to stop the shipment.
This does not remove any statutory cancellation or consumer rights that apply to the purchase.
Where a statutory cancellation right applies, we will provide the appropriate instructions for exercising that right.
21. Wholesale and B2B Returns
Wholesale, foodservice, distribution, industrial, private-label and other commercial purchases are governed separately from consumer retail purchases.
Commercial orders may involve:
- Bulk quantities
- Bespoke specifications
- Custom packaging
- Private-label production
- Commercial contracts
- Export arrangements
- Customer-specific quality requirements
Returns, rejected goods, replacements, credits and refunds for B2B orders will be governed by the applicable:
- Quotation
- Purchase order
- Supply agreement
- Sales contract
- Other written commercial arrangement
Consumer cancellation rights do not automatically apply to B2B transactions.
22. B2B Damaged or Incorrect Shipments
Commercial customers should inspect shipments on receipt and notify Soché promptly of any:
- Damage
- Short shipment
- Incorrect product
- Quantity discrepancy
- Packaging damage
- Quality issue
- Documentation discrepancy
Customers may be asked to provide photographs, delivery documentation, batch or lot information and other evidence reasonably required to investigate the issue.
The applicable notification period and remedy will be determined by the relevant commercial agreement.
23. B2B Returns and Rejected Goods
Commercial customers must contact Soché before returning or rejecting goods unless the applicable commercial agreement expressly provides otherwise.
Goods should not be returned without receiving appropriate instructions from Soché.
Where a commercial order is manufactured, packed or labelled specifically to a customer's requirements, return or cancellation rights will be governed by the applicable commercial agreement.
24. B2B Refunds and Credits
For commercial orders, any refund, credit, replacement or other financial remedy will be determined by the applicable commercial agreement.
Where an agreed commercial remedy involves a credit note or account adjustment rather than a cash refund, the applicable contractual terms will govern.
25. International Commercial Orders
For international B2B orders, returns, rejected shipments, customs costs, duties, taxes and other associated costs will be governed by the applicable commercial agreement and agreed Incoterms®.
Soché will not automatically accept responsibility for costs arising from an importer's failure to comply with destination-market requirements where responsibility for those requirements rests with the customer under the agreed terms.
26. Statutory Consumer Rights Take Precedence
For consumer purchases, nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.
Where this policy conflicts with a mandatory statutory consumer right, the statutory right will apply.
27. Contact Us
For retail returns, refunds, cancellations, replacements and product-quality enquiries:
Soché
Le Papillon Boutique Ltd
Email: info@soche.co.uk
Please include your order number in all order-related enquiries.
For wholesale, foodservice, distribution, industrial, private-label or export enquiries, please include your company name, order or quotation reference, product details and relevant shipment information where available.
We aim to respond to customer enquiries within 2 business days, although response times may vary during weekends, public holidays and periods of unusually high enquiry volumes.