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Returns & store credit

Returns & Store Credit Policy

Your complete satisfaction is very important to us. Most item(s) may be returned for a refund within 30 days from receipt of merchandise and accompanied with an approved Return Merchandise Authorization (RMA) number. You may return most items in their original packaging, unopened and unused within 30 days of delivery for a store credit. In addition to the RMA number all returns must be accompanied by a copy of the packing slip and all original components.When calling or emailing our customer service team, please have your order number available to allow us to better serve you.

Return Policy - Specific Guidelines and Restrictions:

  • Store Credits: Enjoy hassle-free returns when returning for a store credit. When opting for a store credit, eligible items will not be assessed the 15% restocking. S&H and Gift Wrapping are non-refundable and not creditable. The web store credit will be applied to the user account for future use. Store credit will never expire and is valid to use site wide.
  • Refunds: A 15% restocking fee and S&H will be assessed on all returned merchandise when opting for a refund of the original form of payment. The restocking fee will be waived if the return is due to Company error or product defect.

More on Refunds:

  • Allow 7-10 business working days for your refund to post to your account.
  • Some refunds may take up to one billing cycle to appear on your statement, depending on the banking institution.
  • Refunds can only be credited back to the same payment method used on the original order.
  • Sofia-Trust does not accept CODs for returned merchandise. Return shipping charges are the responsibility of the purchaser.
  • Original S&H and gift wrapping fees are fully reimbursed if an error was due to a product defect or Company error.

How can I return an item I’ve purchased if I’ve changed my mind or reconsidered?

We cannot process a return claim for any reconsideration of purchase once the package is in transit with the carrier. Most item(s) may be returned for a refund within 30 days from receipt of merchandise and accompanied with an approved Return Merchandise Authorization (RMA) number. You must contact us within 24-48 hours of receipt of merchandise for us to initiate the return process according to our outlined policy. “Changing your mind” is not a valid reason for a return. However, when returning an item because you’ve ‘changed your mind’, Sofia-Trust is NOT obligated to refund your original shipping cost or your return shipping fee. Sofia-Trust reserves the right to only give back the original item price purchased, minus the shipping fees, discounts, applicable gifts, and a 15% restocking fee.

Some items cannot be returned for refunds or store credits:

Fashion Accessories – These products may not be returned.

Electric Hair Tools & Appliances – Most tools/appliances have product warranty available through the manufacturer. Product(s) must be registered directly through the manufacturer within the specified timeframe that is provided in our product details page of the item. Certain product(s) may not have a product warranty available due to manufacturer relationship status.

Cancelling or Canceled Orders:

Eligible for full refund, including S&H, ONLY if cancelled prior to shipping. We cannot process claims, refunds or additional requests once package is in transit with the carrier.

No Exchanges:

We do not allow merchandise exchanges at this time. Please contact our Customer Care department should you require assistance with processing a return.

Free Shipping Offers:

For ‘free shipping’ packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a Company error. Non-refundable shipping applies to both domestic and international shipping.

Undelivered, Unclaimed, Refused, or Returned Packages:

Shipping & Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable for undelivered, unclaimed, refused or returned packages, unless it is a Company error. For ‘free shipping’ packages, shipping cost will be assessed and deducted from final reimbursement. Any shipping cost you incur to return the product will not be refunded unless it is a Company error. Non-refundable shipping applies to both domestic and international shipping.

Redelivery Fee & Missed Scheduled Delivery:

If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment or missed scheduled delivery, you will be responsible for S&H unless it is due to Company or Carrier error.

Product Defect, Damaged, or Wrong Shipment:

May be eligible for a full refund of the merchandise and S&H if confirmed defective, damaged or wrong item is shipped. Please contact us within 24-48 hours of delivery for an immediate resolution. To ensure proper processing of claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For “defective” claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.

Damaged or Missing Items:

Claims for damaged items or discrepancies (for example: missing items in your order) should be submitted within 24-48 hours of merchandise receipt. Contact Customer Care by email or call.

Promotions/Gift with Purchase:

If returning an item that qualified for promotional gift, please include the promotional gift with your return to receive a refund to the payment method used or a store credit. If you choose to keep the bonus gift, your credit amount will be deducted for the gift value.

Coupons:

If returning an item that qualified you for a coupon discount, your account will be adjusted accordingly based on the coupon restrictions.

My BE Perks:

If you redeemed you BE Perks on a product you are returning, the amount will be returned to your account in the form of Store Credit.

E-Gift Certificates:

E-Gift certificates are non-transferable and non-refundable once the order has been processed.

International Return to Sender:

All international shipping costs are non-refundable for undelivered, unclaimed, refused or returned packages, unless the Company made an error. Any shipping cost you incur to return the product will not be refunded unless it is a Company error.

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