Refund policy

Returns & Refunds Policy
Last updated: 3rd December 2025

If something with your order isn’t as expected, we’re here to help.

1.Return window
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

2.Eligibility for returns
To be eligible for a return (for change of mind or preference), your item must:

• Be unused and unopened

• Be in its original packaging

• Include a receipt or proof of purchase

Because our products are skincare and body care, we are unable to accept returns of items that have been opened or used, except where you are reporting a defect or damage.

3.How to start a return
To start a return, please contact us at hello@sopele.com with:

• Your order number

• The item(s) you’d like to return

• A brief reason for the return

• Clear photos if you’re reporting damage, a defect, or a wrong item

If your return is accepted, we’ll send you a return authorization and instructions on how and where to send your package (including a return shipping label where applicable).

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions about returns at hello@sopele.com

4.Damages, issues and wrong items
Please inspect your order when it arrives and contact us as soon as possible at hello@sopele.com if:

• Your item is defective

• Your item arrived damaged

• You received the wrong item

Please include your order number and clear photos of the packaging and product so we can review the issue and resolve it (replacement, refund, or store credit, depending on the case).

5.Exceptions and non-returnable items
We cannot accept returns for:

• Opened or used skincare and body care products (unless you are reporting a defect or damage)

• Products that are not in their original packaging

• Final sale or clearly marked sale items

• Gift cards

If you’re unsure whether your item is eligible for return, please contact us at hello@sopele.com before sending anything back.

6.Exchanges
We do not process direct exchanges.

The fastest way to receive a different product is to:

1. Request a return for your original item (if eligible), and

2. Once your return is accepted, place a new order for the item you would like instead.

7.European Union 14-day cooling-off period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without a justification, subject to legal exceptions.

To exercise this right:

• The item must be in the same condition that you received it: unused, unopened, and in its original packaging, and

• You must have a receipt or proof of purchase

Please note that under EU consumer rules, the 14-day cooling-off period may not apply to goods that are not suitable for return for health protection or hygiene reasons once opened. This means that opened skincare and body care products cannot usually be returned under the cooling-off period once they have been used, except where there is a defect.

8.Return shipping costs
Unless your item is faulty, damaged in transit, or we have sent the wrong item, return shipping costs are the responsibility of the customer.

In cases of defects, damage, or incorrect items, we will cover reasonable return shipping costs or provide a prepaid return label, depending on your location and the specific case.

9.Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved:

• A refund will be issued to your original method of payment.

• Please allow up to 10 business days for the refund to appear on your statement. Processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at hello@sopele.com.