At Sophia’s Beauty LTD, we want every refund to be handled quickly, fairly and transparently. This policy explains how and when refunds are issued.
How refunds are paid
All refunds are issued to your original payment method — the card or account you paid with. We cannot issue refunds to a different card or bank account. If your original payment method is no longer available, please contact us and we will advise on alternatives.
Refund timeframes
Once your returned goods reach us and pass inspection, we will process your refund within 14 days, in line with UK consumer law. Refunds to your original payment method typically appear within 5–10 working days after processing, depending on your bank or card provider.
Change-of-mind returns
Items returned under your 14-day right to cancel (see our Returns Policy) are refunded in full for the product price once received and inspected. Original delivery charges are non-refundable unless the return is due to our error.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, you are entitled to a full refund including the original delivery charges. Where we have agreed a return, we cover the return postage and release your refund to your original payment method within 14 days of receiving the goods.
Sale and discounted items
Items bought on sale or with a discount code are refunded at the price you paid, to your original payment method. Items marked as final sale or non-returnable at the time of purchase are not eligible for change-of-mind refunds; your statutory rights in respect of faulty goods are not affected.
Partial refunds and deductions
We may deduct from your refund where goods show signs of use beyond what is necessary to establish their nature and working order, or where items are returned incomplete or damaged through handling beyond reasonable inspection.
Store credit
If you prefer, we can issue store credit to your Sophia’s Beauty account instead of a monetary refund — just let our support team know when you arrange your return.
Late or missing refunds
If your refund has not appeared within 10 working days of our confirmation email, please check with your bank or card issuer first, then contact us at support@sophiasbeauty.co.uk quoting your order number, and we will investigate.
Contact us
Email: support@sophiasbeauty.co.uk
To make a complaint about a refund, email: complaint@sophiasbeauty.co.uk