Refund policy

Overview

Thank you for shopping with sofiebridal.shop.

This Return and Refund Policy explains our procedures for:

• Order cancellations;
• Change-of-mind returns;
• Faulty goods;
• Damaged goods;
• Incorrect products;
• Refunds; and
• Exchanges where available.

Nothing in this policy is intended to restrict any statutory rights that consumers have under applicable United Kingdom consumer law.

For all return and refund enquiries:

Email: info@sofiebridal.shop

1. Cancellation of Eligible Online Purchases

For products to which the statutory distance-selling cancellation right applies, customers may notify us that they wish to cancel within 14 calendar days after receiving the goods.

You do not need to provide a reason when exercising an applicable statutory cancellation right.

To cancel, contact:

info@sofiebridal.shop

Please include your:

• Order number;
• Full name;
• Email address used for the purchase; and
• Product or products you wish to cancel.

2. Returning Products After Cancellation

After notifying us of an eligible cancellation, the products must normally be returned without undue delay and no later than 14 days after the cancellation notification.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Do not automatically send a product back to an address printed on the original parcel, as warehouse, fulfilment or carrier addresses may not be authorised return locations.

3. Condition of Returned Products

Customers may inspect goods in a reasonable manner to establish their nature, characteristics and functioning.

Products should be returned with all accessories and components supplied with them and, where reasonably possible, in their original packaging.

Where permitted by law, we may make an appropriate deduction for loss in value caused by handling that goes beyond what is reasonably necessary to inspect the goods.

4. Personalised and Custom-Made Products

Certain goods made specifically to a customer's specifications or clearly personalised may not qualify for the normal change-of-mind cancellation right.

This may apply, for example, where a product has been manufactured, altered, embroidered, engraved or otherwise customised specifically according to information supplied by the customer.

This exclusion does not remove statutory rights where personalised or custom-made goods are faulty, damaged, materially misdescribed or otherwise fail to conform to the contract.

5. Hygiene-Restricted Products

Where legally applicable, sealed products that are not suitable for return for health-protection or hygiene reasons may cease to qualify for change-of-mind cancellation after the seal has been broken.

This exception will only be relied upon where applicable to the particular product and permitted by law.

Faulty or misdescribed products remain subject to statutory rights.

6. Faulty Products

If a product is faulty, not as described, not fit for its intended purpose where applicable, or not of satisfactory quality, please contact:

info@sofiebridal.shop

Please provide:

• Your order number;
• A description of the problem;
• Photographs showing the issue where reasonably possible; and
• Any other information necessary to investigate the claim.

Depending on the circumstances and applicable law, the appropriate remedy may include:

• Refund;
• Repair;
• Replacement;
• Price reduction; or
• Another statutory remedy.

7. Damaged Products

If an item arrives damaged, please contact us as soon as reasonably possible.

Where possible, provide photographs showing:

• The damaged item;
• Outer packaging;
• Inner packaging; and
• Shipping label.

Photographs help us investigate carrier or fulfilment damage efficiently.

Failure to provide photographs does not automatically eliminate statutory rights where a valid claim can otherwise be established.

8. Incorrect Products

If you receive an item different from what you ordered, please contact us promptly.

Where we have supplied the wrong product, we will arrange an appropriate remedy.

Customers will not be required to bear return costs for goods incorrectly supplied by us where applicable law requires us to bear those costs.

9. Change-of-Mind Return Costs

Where a customer exercises an eligible change-of-mind cancellation right, the customer is normally responsible for the direct cost of returning the goods unless we agree otherwise or applicable law requires us to pay that cost.

Return shipping costs for goods that are faulty, damaged before delivery or incorrectly supplied will be handled in accordance with applicable law.

10. Return Shipping

Customers returning products should use a suitable shipping method.

We strongly recommend retaining:

• Proof of postage;
• Carrier receipt; and
• Tracking information.

These records should be retained until the return and refund have been completed.

11. Refund Amount

Where a valid cancellation entitles the customer to a full refund, we will refund the amount paid for the returned products, subject to any deductions permitted by law.

Because standard shipping is free on all sofiebridal.shop orders, customers normally have no standard outbound shipping charge to recover.

12. Refund Timing

Where a refund is due following the return of goods, we aim to process it without undue delay and within the period required by applicable law.

For an eligible distance-selling cancellation, we may be permitted to wait until:

• We receive the returned goods; or
• You provide evidence that the goods have been sent back,

whichever occurs first.

After we issue a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

13. Refund Method

Refunds will normally be issued to the original payment method used for the purchase unless another method is expressly agreed and legally permitted.

We do not normally require customers to accept store credit instead of a monetary refund where they are legally entitled to a monetary refund.

14. Exchanges

Where operationally available, we may offer an exchange.

Availability of an exchange depends on product stock and individual circumstances.

If an exchange cannot be provided, an appropriate alternative remedy may be offered.

An exchange does not remove statutory consumer rights.

15. Cancelling Before Dispatch

If you wish to cancel before the order is dispatched, contact:

info@sofiebridal.shop

as quickly as possible.

We will make reasonable efforts to stop fulfilment.

However, because processing may begin shortly after an order is placed, we cannot guarantee that a cancellation request can be intercepted before dispatch.

If dispatch has already occurred, applicable return rights remain unaffected.

16. Refused Deliveries

Simply refusing a parcel is not necessarily the same as formally notifying us of cancellation.

Customers wishing to cancel should contact us directly at:

info@sofiebridal.shop

17. Lost Returns

Customers are responsible for using a suitable return method for change-of-mind returns.

If a return shipment is lost, we may request proof that it was posted.

Where we provide or arrange the return method ourselves, responsibility will be determined according to applicable circumstances and law.

18. Sale Items

Products purchased during a promotion or sale remain subject to applicable statutory consumer rights.

A reduced selling price does not remove rights relating to faulty or misdescribed goods.

19. Abuse and Fraud

We reserve the right to investigate return requests reasonably suspected to involve:

• Fraud;
• Product substitution;
• Deliberate damage;
• False claims; or
• Abuse of the returns process.

This section does not permit us to reject legitimate statutory claims.

20. Contact

For returns, cancellations and refunds:

sofiebridal.shop
Email: info@sofiebridal.shop