Refund policy

REFUND POLICY

Due to the nature of our beauty, skincare, and wellness products, we are unable to accept returns or offer refunds on any opened or used items for hygiene and safety reasons. This policy protects the health and safety of all our customers.

Non-Returnable Items

The following items cannot be returned or refunded:

All skincare products (creams, serums, oils, etc.)
Bath and body products (bath bombs, soaps, body scrubs, etc.)
Candles and home fragrance products (once packaging is opened)
Any beauty or personal care items that have been opened, used, or had their seal broken

Damaged, Defective, or Incorrect Items

We want you to love your purchase! Please inspect your order upon delivery. If you receive an item that is:

Damaged during shipping
Defective or faulty
Incorrect (wrong item sent)

Please contact us immediately at info@sophisticality.co.uk within 7 days of receiving your order. We will evaluate the issue and arrange a replacement or refund as appropriate.

To help us resolve the issue quickly, please provide:

Your order number
Photos of the damaged or defective item
A description of the issue

How to Report an Issue

Please include your order number and details of the issue. We aim to respond within 48 hours.

Refunds for Damaged or Defective Items

If your claim is approved, we will:

Send you a replacement product, or
Issue a full refund to your original payment method within 10 business days

Please allow additional time for your bank or credit card company to process the refund.

European Union 14-Day Cooling Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receipt. However, this right does not apply to sealed beauty, skincare, or personal care products that have been opened or used due to hygiene and health protection reasons, as permitted under EU Consumer Rights Directive.

Unopened items in their original sealed packaging may be returned within 14 days. Items must be unused, with all seals intact, and in their original packaging.

Gift Cards and Sale Items

Gift cards and items purchased during sales are final sale and cannot be returned or refunded.

Questions?

If you have any questions about our refund policy or need assistance, please contact us at info@sophisticality.co.uk.