1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances. Please note there are different returns procedures for Health products, the procedures have been set out in sections 6 and 7 below.
1.3 This policy shall apply to all of our customers, within the European Union.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we are notified and product is returned within 14 days following the delivery of the products.
(b) the returned product is unused, in its original unopened packaging with any seal or shrink-wrap intact, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) Any free gifts or items must be returned if an order is cancelled.
(d) you comply with the procedure set out in this policy in relation to the return of the product; and
(e) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent by Royal Mail or other Signed For delivery to Sophesc Ltd, Suite 102, Access House, 1 Nestles Avenue, Hayes, Middlesex UB3 4UZ, or if advised otherwise.
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
4.2 We will refund the original delivery charges relating to the returned product.
4.3 We will not refund any costs you incur in returning the product to us.
4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
5. Improper returns
5.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) if the product returned is not in a fully resalable condition or if the packaging is damaged, we may refuse to refund the item or deduct up to 20% of the original selling price;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
6. Health Products
6.1 If you are not completely satisfied with the quality of our products or if you find that your order contains a wrong item, simply contact us or return your item within 45 days of delivery and we will either exchange or refund your money.
6.2 We will provide a Returns Authorisation Number (RMA) and returns address. Please quote your RMA in the return package.
7. Our details
8.1 Our legal name is Sophesc Ltd.
8.2 You can contact us:
(a) using our website contact form
(b) by email, using the email address published on our website.
Download Return Forms
Sophesc.com ship orders every day Monday to Friday. Orders placed before 2pm Monday to Friday will be shipped same day. All orders are shipped within 2 working days of order confirmation.
**Christmas Delivery** – we will be shipping order as normal up until Friday December 21st. We will also be shipping Thursday and Friday of following week (December 27th and 28th). Full service resumes January 2nd 2019.
Royal Mail’s latest recommended posting dates for Christmas delivery in the UK in 2018 are:
• Tuesday, December 18 for second class mail
• Thursday, December 20 for first class mail
• Saturday, December 22 for special delivery
Shipping is on a per order basis and we offer FREE shipping on all UK deliveries. Below is an estimate of the costs per order. These may vary slightly from the final cost for larger orders over a specific weight. We try to provide as many shipping options as possible to give you the best value.
Shipping Options & Costs:
|UK 2nd Class (Estimated 2-3 working days)||FREE|
|UK 1st Class (Estimated 1-2 working days):||£0.00|
|UK 2nd Class Recorded (Estimated 2-3 working days)||£0.00|
|UK 1st Recorded (Estimated 1-2 working days)||£0.00|
|UK Special Delivery (Guaranteed Next WORKING Day Before 1pm):||£8.95 per order|
|UK Courier||£8.95 per order|
|Europe* Airmail (Estimated 7-10 working days)||£5.95 per order|
|Europe* Airsure Airmail (Estimated 2-4 working days)||£9.95 per order|
|Europe Courier (Estimated 2-4 working days)||£19.95 per order|
|Non-Europe** Airmail (Estimated 7-10 working days)||£9.95 per order|
|Non Europe** Airsure Airmail (Estimated 4-5 working days)||£12.95 per order|
*We offer service to the following European Countries: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.
** We offer service to the following non-European countries: US, Argentina, Australia, Brazil, Canada, Hong Kong, India, Japan, Malaysia, New Zealand, Singapore and Thailand
FREE UK DELIVERY on ALL orders
Any orders to be delivered within the UK will receive free shipping by either 2nd class or 2nd class recorded mail depending on the value of the order. If you so choose you may still pay for an alternative upgraded shipping service.
Please note that other than UK Special Delivery and Courier the delivery times are NOT guaranteed – they are just approximate times provided by the mail carriers. Once we pass an item to the mail service we cannot control mail delays though we will of course do everything we can to help you get your order in quick time.
At Sophesc.com we pick and pack every day from Monday to Friday (except for Bank Holidays). As we stock all items this usually means your goods will be dispatched the same day if ordered by 12pm. For orders placed after 12pm they will be shipped next working day from the order. Any orders not shipped within 2 working days of order will be eligible for a shipping refund as per our service guarantee:
In the unlikely event of a temporary stock shortage we guarantee to dispatch your goods within 14 days of order or we will issue a full refund.
We ship orders as quickly as possible but once the item has left our dispatch team we have no control whatsoever over delivery delays. We have provided the delivery times above as a guide only – they are estimates given by the mail carrier and are not guaranteed times. The only guaranteed delivery times are UK Courier and Special Delivery. Whilst we are sorry for any inconvenience caused by delivery delays we cannot take any responsibility for them unless the delay was caused by delayed dispatch.
While You Were Out
In the event that you are not home when delivery is attempted your postman / woman should leave a ‘While You Were Out’ card to let you know about the attempted delivery and provide details on how you can collect your item.
Please ensure that you collect any items from your local mail office as soon as possible after receiving a ‘While You Were Out’ card. Standard delivery items are retained by the mail office for around 3 weeks whilst recorded delivery items are only retained for 1 week. After this time the order will be returned to sender (SOPHESC) and will have to be re-shipped at a later date.
We cannot take responsibility for delays caused by failure of the buyer to collect their item in time. In the event of an item being returned to us we will re-ship as soon as we receive it. However please note that we cannot control any resultant delivery delay in this instance.
** Occasionally delivery is attempted and a card is not left. If your order has not arrived in time, if possible check with your local delivery office to ensure they are not holding it for you. Most delivery delays we encounter are caused due to cards not being left.
Checking order status
You will receive two e-mails after you have placed your order and provided us with a valid e-mail address:
The first confirms that your order has been received and will contain your receipt; this e-mail should arrive within approximately 24 hours.
The second confirms that your order has been posted (any tracking information will be included); this e-mail should arrive within approximately 1 business day following authorisation of your credit card and verification of your information.
You can also check your order status find the delivery tracking number in the e-mail we sent you confirming that your order has been posted. Use that number on our courier Tracking page to check the status of your order online. It may take 24 hours after your package was picked up from our fulfilment centre before tracking information appears on the courier’s web site
If your order appears late, remember:
– Credit card approval must be received prior to processing.
– Orders placed after 1pm GMT are processed the following day.
– Overnight delivery only occurs on business days (Mondays through Friday, excluding holidays).
– Mail delays do occur that we can’t control. Please be patient as usually your item will arrive within days of dispatch.
– Occasionally delivery is attempted and a card is not left. If your order has not arrived in time, if possible check with your local delivery office to ensure they are not holding it for you. Most delivery delays we encounter are caused due to cards not being left.
In the rare event of an item being lost in the mail we will either replace or refund items and make an insurance claim on your behalf once it is confirmed an item is lost. The time that elapses before an item is definitely lost varies depending on the mail service used. For inland mail this is 15 working days from the delivery due date and for overseas mail it is 25 working days.
Lost Mail Due to Incorrect Address
When placing an order at Sophesc.com please take care to provide your full and correct address. In the event of lost mail due to incorrect address details being provided we will not be able to refund your shipping costs plus a share of the re-stocking fee which will be 25% of the amount you paid for the item(s) in your order.
It is the customer’s responsibility to make sure that they are allowed to import any supplement they wish to purchase from the UK into their respective countries. If the Customs officials in your country return your order to us, either because you did not have permission to import such supplements, or because such supplements are banned in your country, we will refund your order less the shipping costs incurred by Sophesc. Please check with your country’s Customs officials to make sure that you are permitted to import any supplement before purchasing.
Important Notice: Customs, in rare instances, may confiscate shipments containing locally prohibited products from entering into their respective countries. In the rare case in which your shipment is confiscated, Sophesc accepts no financial responsibility, and therefore will not offer any refunds for your order.