At Sou Lenox, we understand that sometimes plans change. This policy explains your right to cancel an order and how to do so.

1. Cancelling Before Dispatch

• You may cancel your order at any time before it has been processed and dispatched.

• To request a cancellation, please contact us immediately at support@soulenox.com or call +44 1785 257932.

• If your order has not yet been shipped, we will cancel it and issue a full refund to your original payment method.

2. Cancelling After Dispatch

• If your order has already been dispatched, you may still cancel by refusing delivery or by returning the order within 14 calendar days of receipt, in line with our Refund & Return Policy.

• In this case, the item must be unused, in its original packaging, and in resalable condition.

3. Non-Cancellable Items

• Custom-made, personalised, or made-to-order products cannot be cancelled once production has started, unless faulty or not as described.

• Clearance or final-sale items are also non-cancellable unless defective.

4. Refunds

• Once your cancellation request has been processed, any applicable refunds will be issued to your original payment method within 5–10 business days.

• Delivery fees are non-refundable if the item has already been shipped, unless it was faulty or incorrect.

5. How to Request a Cancellation

To cancel your order, please contact us as soon as possible:

Sou Lenox
20 Grey Friars, Stafford ST16 2SA, United Kingdom
Phone: +44 1785 257932
Email: support@soulenox.com
Website: soulenox.com