Refund Policy
REFUND POLICY SOPHIA VANCOUVER
Returns accepted within 30 days of receipt. Return shipping costs are the responsibility of the customer. Returns are sent to our central warehouse in Asia.
RETURNS ARE NOT FREE — SHIPPING COSTS APPLY
RETURN POLICY
Can I return my order?
Yes, you can. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. For a return to be accepted, the order must meet all of the following conditions:
- The order still contains all appropriate parts and components, and the packaging is in the same condition as when the product arrived.
- Normal handling of the product is evident. Damage resulting from careless handling is excluded.
- Products for which hygiene is important have been properly cleaned before the return process begins.
- The product defect was identified immediately upon receipt.
- We reserve the right to charge the customer the return shipping costs.
- The return will be processed within 7 business days. If all conditions are met, it will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of ours.
HOW TO RETURN YOUR ORDER
If your order meets the conditions above, follow the steps below to initiate the return process:
- Email — Send an email to support@sophia-vancouver.com with the subject line 'Return Request'.
- Information — Make sure your email includes: your order number, the reason for the return request, a photo of the product in case of damage, your full name, and your shipping address.
- Wait — We will get back to you and provide the correct return address. Do not send the product back to the sender — wait for the return address we will provide you.
- Shipping — The customer is responsible for the return shipping costs to our central warehouse in Asia.
NEVER send the return to the original sender — always wait for the return address we will provide.
A. CANCELLATION CONDITIONS — RIGHT OF WITHDRAWAL
The consumer has the right of withdrawal in accordance with the following provisions, provided that the consumer is a private individual entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity.
Cancellation Period
You have 14 days from the day on which you or a third party designated by you received the last products to cancel your order.
As we work with a fully automated system, orders are executed immediately after being placed. It is therefore not possible to interrupt the shipping process before delivery. A refund is not possible upon receipt of the products without returning them.
To exercise your right of withdrawal, you must inform us (Sophia Vancouver) by means of a clear statement (e.g., by email) of your decision to withdraw from this contract. The withdrawal is complete when we receive the products back. Return shipping costs are borne by the buyer.
Orders in Transit
As our products are shipped from Asia, longer transit times may occur which are beyond our control. If the products are already on their way, cancellation is not possible. Please wait until you receive the products and then return them. You may inform us in advance of your intention to cancel.
To ensure the fastest possible return, we ask that you send us a shipping confirmation as soon as the product has been returned.
Consequences of Withdrawal
What we refund:
- All payments received, except any additional delivery costs
- Refund processed within a maximum of 14 days
- Refunded via the same payment method used for the original purchase
What we do NOT refund:
- Return shipping costs
- Additional delivery costs (if a more expensive shipping method was chosen)
- Damage caused by improper handling
The refund is processed after receipt and inspection of the returned products.
ALL RETURNS ARE SHIPPED TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
Contact: support@sophia-vancouver.com