Refund Policy
REFUND & RETURN POLICY
SOPHIE DUBLIN
Operated by Ecom Works LLC
Returns are accepted within 30 days of receipt, subject to the conditions below.
For change-of-mind returns, return shipping costs are the responsibility of the customer. Returns must be sent to the return address provided by our customer service team, which may be located at our designated return facility in Asia.
| 30 DAYS | 14 DAYS | CUSTOMER COST |
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| Return Period | Statutory Right of Withdrawal, where applicable | Return Shipping for Change-of-Mind Returns |
RETURNS ARE NOT FREE — RETURN SHIPPING COSTS MAY APPLY
RETURN POLICY
Can I return my order?
Yes. If you are not satisfied with the items you ordered, you may request a return within 30 days of receiving your order.
To qualify for a return under our 30-day return policy, the following conditions apply:
| 1 | The product must be returned with all parts, components and accessories originally supplied. |
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| 2 | The product may only show signs of normal handling necessary to inspect it. Products showing excessive use, misuse or damage caused after delivery may not qualify for a voluntary return. |
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| 3 | Certain sealed products that are not suitable for return for health protection or hygiene reasons may not be eligible for return once the seal has been removed, where permitted by applicable law. |
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| 4 | Where reasonably possible, the product should be returned in its original packaging. |
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| 5 | For change-of-mind returns, the customer is responsible for the direct return shipping costs. |
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| 6 | Once the returned product has been received and inspected, we will process the applicable refund as soon as reasonably possible. |
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We reserve the right to refuse returns under our voluntary 30-day return policy where the returned product does not meet the conditions above.
This does not affect any statutory rights you may have in relation to faulty, damaged, incorrect or non-conforming goods.
HOW TO RETURN YOUR ORDER
If your order qualifies for a return, please follow the steps below:
| 1 — EMAIL | Send an email to support@sophie-dublin.com with the subject line "Return Request". |
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| 2 — INFORMATION | Include your order number, full name, reason for the return and, where relevant, photographs showing any damage, defect or incorrect item received. |
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| 3 — WAIT FOR INSTRUCTIONS | Our customer service team will provide you with the correct return instructions and return address. Do not send the product back to the original sender. |
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| 4 — SHIPPING | For change-of-mind returns, the customer is responsible for the direct cost of shipping the product to the return address provided by us. |
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DO NOT RETURN YOUR ORDER TO THE ORIGINAL SENDER. ALWAYS WAIT FOR THE RETURN ADDRESS PROVIDED BY OUR CUSTOMER SERVICE TEAM.
The return address may be located at our designated return facility in Asia.
A. RIGHT OF WITHDRAWAL
Where applicable under consumer protection law, consumers have a statutory right to withdraw from an eligible distance purchase without giving a reason.
Withdrawal Period
14 DAYS
You have 14 days from the day on which you, or a third party designated by you other than the carrier, receive the goods to inform us of your decision to withdraw from the contract.
If multiple goods from the same order are delivered separately, the withdrawal period begins on the day you receive the last item.
To exercise your right of withdrawal, you must inform:
Ecom Works LLC
Operator of the Sophie Dublin brand
30 N Gould St Ste R
Sheridan, WY 82801
United States
Email: support@sophie-dublin.com
You must inform us of your decision to withdraw by means of a clear statement, for example by email.
After notifying us of your withdrawal, you must return the goods without undue delay and, where applicable, within 14 days from the date on which you informed us of your decision to withdraw.
ORDERS IN TRANSIT
Orders may be processed and dispatched shortly after being placed.
Because our order fulfilment process may begin immediately, we may not always be able to stop or cancel a shipment once it has already been processed or dispatched.
If we are unable to stop the shipment, you may need to receive the order and then follow the return procedure described in this policy.
This does not affect any statutory right of withdrawal that may apply to you.
If you wish to cancel an order, please contact us as soon as possible at:
RETURN SHIPPING COSTS
For change-of-mind returns and, where applicable, the exercise of the statutory right of withdrawal, the customer is responsible for the direct cost of returning the goods, unless applicable law requires otherwise.
The return address provided by our customer service team may be located in Asia.
Return shipping costs may vary depending on:
- your location;
- parcel size and weight;
- the shipping carrier selected; and
- the shipping method chosen.
We recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
If the goods are faulty, damaged, incorrect or otherwise non-conforming, different rules may apply. Where required by applicable law, Ecom Works LLC will cover or reimburse reasonable return shipping costs.
CONSEQUENCES OF WITHDRAWAL
What We Refund
Where you validly exercise an applicable statutory right of withdrawal, we will reimburse:
- payments received from you in relation to the withdrawn purchase;
- the cost of our least expensive standard delivery method offered for the original order, where required by applicable law.
Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.
We will process the reimbursement without undue delay and, where applicable, no later than 14 days after being informed of your decision to withdraw.
We may withhold reimbursement until:
- we have received the goods back; or
- you provide evidence that you have sent the goods back,
whichever occurs first, where permitted by applicable law.
What We Do Not Refund
The following may not be refundable:
- return shipping costs for change-of-mind returns;
- additional delivery costs where you selected a delivery method more expensive than our least expensive standard option;
- any reduction in the value of the goods caused by handling beyond what is reasonably necessary to inspect their nature, characteristics and functioning.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is:
- faulty;
- damaged;
- incorrect;
- incomplete; or
- materially different from what was ordered,
please contact us at support@sophie-dublin.com.
Please provide your order number and, where appropriate, photographs or other information that will help us assess the issue.
Your statutory rights relating to faulty or non-conforming goods are separate from our voluntary 30-day return policy.
Where required by applicable law, available remedies may include repair, replacement, price reduction or refund.
Where applicable consumer law requires us to do so, Ecom Works LLC will cover or reimburse the reasonable cost of returning faulty or non-conforming goods.
EXCEPTIONS TO RETURNS AND WITHDRAWAL
Certain products may be excluded from change-of-mind returns or the statutory right of withdrawal where permitted by applicable law.
These may include, for example:
- goods made to the customer's specifications or clearly personalised;
- sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
- goods that deteriorate or expire rapidly;
- other products excluded from withdrawal rights under applicable law.
These exceptions do not affect any rights you may have if the goods are faulty or do not conform to the contract.
IMPORTANT RETURN NOTICE
CHANGE-OF-MIND RETURNS MUST BE SENT TO THE RETURN ADDRESS PROVIDED BY OUR CUSTOMER SERVICE TEAM.
DO NOT SEND RETURNS TO THE ORIGINAL SENDER OR TO ECOM WORKS LLC'S REGISTERED OFFICE UNLESS WE SPECIFICALLY INSTRUCT YOU TO DO SO.
The designated return facility may be located in Asia.
For change-of-mind returns, the customer is responsible for the direct return shipping costs, except where applicable law requires otherwise.
CONTACT INFORMATION
For return requests, refund enquiries or questions about this policy, contact:
Ecom Works LLC
Operator of the Sophie Dublin brand
30 N Gould St Ste R
Sheridan, WY 82801
United States
Email: support@sophie-dublin.com