Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
It is important that you check your order upon receipt and always before use. If any errors occur or issues arise please report them to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number.
Customers have the right to return any unopened and unused products purchased between 15 December and 5 January until 31 January of the following year. This extended returns window applies every year automatically.
Our Returns Policy does not affect your statutory rights. For more information please visit the UK Government's website at GOV.UK or contact Consumer Direct on 08454 04 05 06.
You have the right to cancel this contract within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you or a third party indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision by a clear statement, for example by selecting the appropriate option in your account. Please ensure that items you are returning are unopened and in original packaging with retail seals unbroken.
If you cancel this contract, we will reimburse all payments received from you, including standard delivery costs. We may make a deduction for loss in value of goods if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
We will process your refund within 14 days of receiving the returned goods.
Reimbursement will be made using the same payment method as your initial transaction. You will not incur any fees as a result of the reimbursement. You will bear the direct cost of returning the goods.
To cancel your order, email us at sales@sofiqe.com with your order number, name and address, and the items you wish to return. Return the unopened and unused products to: Sofiqe Ltd, 27 Old Gloucester Street, London, WC1N 3AX. We recommend using a tracked delivery service.
Please accept our apologies if you have received an incorrect item. Contact our customer service team immediately through the message centre in your account and we will resolve your query as quickly as possible.
If you receive a damaged item please do not refuse delivery. Accept the goods and contact us immediately with photos of the damage via the message centre in your account.
If you believe there is a fault with your item please contact us through the message centre in your account with details of the fault and photos where possible.
We offer self-serve returns through your account:
We will refund postage costs where the return is required due to our error, for example if we sent the wrong item, the item is damaged or faulty, or you are returning a substitute item you do not wish to keep. We will not refund postage costs for unwanted items.
If you are not satisfied with how we have handled your return, please contact our customer service team via your account or by post at: Customer Service Department, Sofiqe Ltd, 27 Old Gloucester Street, London, WC1N 3AX.
