Exchanges & Returns

Exchange and Returns Policy:
Your happiness is important to us. We want you to be 100% satisfied with your purchase. If you are not happy with your product, you can return it for replacement, refund or online shop credit, provided all of the applicable conditions, as listed below, are met. Please note that failure to meet any of the applicable conditions may result in delays, decline of your return and/or a reduction in your refund or online shop credit.

Please note:
- This policy refers specifically to orders placed via www.sophiemoda.com If you have purchased a Sophie Moda product via any other channel, please refer to that channel for their returns policy.
- Any reference to “product” refers to the product and all of its accessories.
- Any references to “online shop” refers to the www.sophiemoda.com online shop.
- None of our conditions are intended to infringe upon any of your rights as a consumer. If you feel that any product has not lived up to your expectations, outside of the stipulated return deadlines, please reach out to us.

EXPRESS RETURNS 

1. Buy & Try (No questions asked)

If you receive a product and decide it’s not for you, act quickly to take advantage of our 48 hour Buy & Try returns policy. We shall provide you with a full refund or online shop credit, and cover the transport cost of the return, subject to the following conditions:

• You contact us via our website or e-mail to sales@sophiemoda.com within 48 hours of receipt of the product, including:

• your name,
• invoice order number,
• details of all goods to be returned,
• collection address,
• contact details.

We shall provide you with a return reference email within 2 working days of hearing from you. Please note that a return may be declined under certain circumstances. See more on this under point 6;

• You safely package and return the product(s) and all accessories in good order in the original packaging. Any returned products that are damaged or tarnished will incur a handling fee;
• You arrange and honour a convenient collection time with the courier appointed by Sophie Moda, for the product(s) to be collected no later than 7 days after your receipt of the product(s), unless otherwise agreed with us in writing. Kindly note that failure to adhere to an arranged collection date and time may incur transport fees;
• Your refund or online shop credit will be processed after we have received the returned product(s); and
• Refunds, where requested and approved, will be made via the same channel as what your payment was made (e.g. where payment is made via credit card, the charge will be reversed, where made via instant EFT, funds will be paid into the same bank account, where a gift card is used, another gift card will be issued, etc.)

Please note: If you would like to return more than one product per order received, all such products should be stipulated and returned together to qualify for express return with free collection. Any further products returned (from the same order) will be processed as standard returns.

STANDARD RETURNS

2. Unwanted products (“Change of heart”)
   If you have had a change of heart, or have bought a product accidentally, we shall provide you with a full refund or online shop credit, subject to the following conditions:
   2.1 You follow the standard 3 steps in point 5 (Standard returns process)below;
   2.2 The product is returned at your own cost;
   2.3 The product is returned within 14 daysof your receipt of the product; and
   2.4 You return the product and all accessories, unused and unopened, with all stickers and seals in place.
3. Damaged or defective products
   If a product is received and found to be damaged or defective in any way, we shall provide you with a full refund, replacement or online shop credit, subject to the following conditions:
   3.1 You follow the standard 3 steps in point 5 (Standard returns process)below;
   3.2 The product is returned within 30 daysof your receipt of the product; and
   3.3 You ensure to include all accessories with the returned product.
4. Incorrect product received
   If we have somehow messed up and sent you the incorrect product(s), we shall provide you with a full refund, replacement or online shop credit, subject to the following conditions:
   4.1 You follow the standard 3 steps in point 5 (Standard returns process)below;
   4.2 The product is returned within 30 daysof your receipt of the product; and
   4.3 You return the product and all accessories, unused and unopened, with all stickers and seals in place.
5. Standard returns process
   For all standard returns, you are requested to follow steps 1 to 3 below. Please also ensure that you also read the preceding situation-specific conditions and deadlines for returns.
   
   Step 1: Within 7 days of receiving your order, please contact us via our website or e-mail to sales@sophiemoda.com, including:
   - your name,
   - invoice order number,
   - details of goods to be returned,
   - reason for return,
   - photograph or video of goods to be returned, and
   - contact details.
   Step 2: We will provide you with a return reference email within 2 working days of hearing from you. Please note that a return may be declined under certain circumstances. See more on this under point 6.
   Step 3: Return goods to us via one of the channels listed in point 7:
   - Packaged safely and securely to ensure against damage during delivery; and
   - Clearly marked with your name and invoice order number.
   
   Reminder!“Buy & Try” express returns, as described in point 1, must be returned to us within 7 days of your receipt of the product(s) in order to qualify for a refund or online shop credit. “Unwanted products”, as described in point 2, must be returned to us within 14 daysof your receipt of the products in order to qualify for a refund or online shop credit. All other products must be returned to us within 30 days of your receipt in order to qualify for replacement, refund or online shop credit.

6. Decline of returns
   We reserve the right to decline the return and/or refund of certain products, including but not limited to:
   6.1 Face masks, where the packaging has been opened or damaged, unless the reason for return is that the product itself is found to be damaged or defective;
   6.2 Face mask filters, where the packaging has been opened or damaged, unless the reason for return is that the product itself is found to be damaged or defective; and
   6.3 Any other products that have been damaged or tarnished while in your possession, unless such damage may be considered a direct result of product defect.
7. Return channels
   7.1 In the case of returns that fall under points 1, 3 and 4, we will arrange for a courier to collect the product from you. We ask for your kind co-operation in arranging a collection day and time with the courier company appointed.
   7.2 In the case of returns that fall under point 2, it is up to you as the customer to ensure the safe and timeous return of the product within 14 days of delivery (your receipt) of the product. This may be done through:
   7.2.1 A courier of your choice, or
   7.2.2 Postnet. We will provide the necessary details to you when we provide your return reference number.