Refund Policy

sophea.store is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.

⚠ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

  • USA: Eligible after 45 days from departure
  • Brazil: 110 days due to customs delays
  • Other Countries: 100 days for certain shipping lines

Orders may be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute.

2. Orders Not Received

  • If tracking shows "delivered," no refund/resend will be provided.
  • If not received, a non-delivery certificate is required from the local post office.

3. Damaged Products

  • Full refund or replacement for severely damaged items.
  • Partial refund for minor damage (e.g., small scratches).
  • No refunds for packaging damage from international shipping.
  • Claims for electronics must be made within 30 days.

4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items.
  • Partial refund or resend for missing non-critical parts.
  • For size issues, please include a photo with measurements.

5. Order Cancellations

  • Full refund if canceled before processing or shipping.
  • No cancellations for customized or pre-order items once paid.

📩 How to Submit a Dispute

  • Include clear photos/videos of damaged products.
  • Include screenshots of complaints (with name, date, and content).
  • Return the product if requested by our team.

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or expected delivery date.

2. Force Majeure

We are not responsible for delays caused by uncontrollable events such as:

  • Natural disasters
  • Epidemics
  • Customs delays
  • War or unrest

3. Shipping Method Restrictions

No disputes allowed for non-trackable shipping methods.

4. Delivery Location Restrictions

Disputes may not be accepted for regions with known delivery limitations.

5. Returns

  • Returns must be authorized in advance.
  • Unauthorized returns will not be processed.
  • Return within 30 days of receipt.

6. Service-Based Products

Services (e.g., packaging or photography) are non-refundable once fulfilled.

7. Unacceptable Disputes

  • Change of mind.
  • Product looks different than expected (without functional defects).
  • Delays due to customs or natural events.
  • Wrong item ordered or incorrect address provided by the customer.

📌 Additional Information

  • Order Status: No disputes once marked "closed".
  • Shipping Method Limits: No disputes for PostNL, Electric PostNL, CJPacket EUB, CJPacket Postal Route, or CJPacket Railway Economy.
  • Destination Limits: Disputes not accepted in high-risk regions.
  • Returns Reminder: Only accepted at designated warehouses.
  • Service Products Disclaimer: No refunds for low-quality service unless officially inspected.
  • Expanded Unacceptable Disputes: Odors, deleted tracking info, standard customs issues, etc.

💬 Need Help?

If you're unsure whether your order qualifies for a refund or resend, please contact our customer service team. We’re here to help make your shopping experience smooth and worry-free!

Email: support@sophea.store