Refund policy

Returns and Refund Policy

Introduction

We understand that from time to time you may wish to return a product to us. Therefore, we have created this policy to enable you to return products to us in appropriate circumstances.

This policy shall apply to all of our customers, irrespective of their geographical location and shall apply to all orders submitted through our website or on our sales channels namely; Google, Meta social media platforms, TikTok and Pinterest.

This document does not affect any statutory rights you may have as a customer (such as rights under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, without giving any reason. This right will expire 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at “My Account” or email sophysworld@icloud.com stating; your name, and order number (which can be found in the previous letters/emails we have sent you). Please note that returns need to be sent to our returns verification address: Sophysworld Ltd, 32 Overstone Road, Sywell, Northampton, England, NN6 0AW with the shipping label we provide. If the parcel is sent to a different address your refund will be delayed or even voided.
If your return is accepted, we will reimburse you for all payments received from you. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will contact you in the way how to return the product to us and we reserve the right to not issue a return shipping label in which case you will be instructed on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds

We will make the reimbursement without undue delay, and not later than;

a) 14 days after the day we receive back from you any goods supplied or

b) (if earlier) 14 days after the day you provide evidence (working tracking number issued by a delivery company) that you have returned the goods, or

c) if there were no goods supplied, 30 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction without exceptions (to preserve customers' safety), in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If more than 15 business days have passed since we approved your return, please contact us at sophysworld@icloud.com.

It is your responsibility to send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back goods before the period of 30 days has expired. You can request a return via our chat panel or at sophysworld@icloud.com before you send a parcel. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

In order to return the product must be the:

a) undamaged - intact

b) securely packed to avoid any damage during postal handling

c) Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, e.g. earrings, body piercings or underwear.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return questions at sophysworld@icloud.com or use our chat panel usually located on the bottom right of our website. We encourage our customers to come forward in case they are not satisfied with their order.

Damages and Improper returns

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product;

a) we will not refund the purchase price or exchange the product;

b) we may retain the returned product until you pay to us the such additional amount as we may charge for re-delivery of the returned product; and

c) if we do not receive payment of such an additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Exceptions / non-returnable items

Certain types of items cannot be returned, close body goods (such as earrings, body piercing or rings, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Updated: 02/03/2023