Refund Policy
Our return policy lasts for 60 days. If the product arrives damaged or in poor condition and/or you wish to make a return, you have 60 days from your purchase to process it. The shipping costs for the return are the responsibility of the customer.
To meet the necessary requirements for processing a return, it is imperative that the item you return is in the same condition as you received it.
Please make sure to meticulously follow the steps outlined via email to verify the integrity and functionality of the product before proceeding with the return. Additionally, it is essential that the item is returned in its original packaging.
These protocols are crucial to ensure an accurate evaluation of the product's condition and to facilitate an efficient return.
Your cooperation and attention to these details are greatly appreciated, as they will allow us to process your return request effectively and in accordance with our established policies.
Several types of goods are exempt from being returned. We do not accept returns of perishable goods such as food, flowers, newspapers, or magazines. We also do not accept intimate or sanitary products, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
- Any item returned more than 60 days after purchase.
Refunds:
(If applicable) We regret to inform you that no refunds will be issued in case of manipulation, alteration, or damage, unless such actions have been previously authorized or advised by us.
We reserve the right to assess the condition of the returned product and take appropriate measures. We strongly recommend following our guidelines for usage and handling to ensure optimal satisfaction and to avoid any inconvenience in the return process.
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
It's important to note that our orders are managed in the United Kingdom, while returns are processed in Spain. This geographical distinction is crucial to ensure an efficient and satisfactory process for our customers worldwide.
In the unlikely event that you need to make a return, our team in Spain will be happy to assist you. Please contact our customer service for instructions on how to proceed with your return. We strive to facilitate this process and ensure that you are satisfied with your shopping experience.
Late or Missing Refunds:
(If applicable) If you haven't received a refund yet, first check your bank account again. Then, contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at:
support@sophiaplace.com
Sale Items:
Only regular priced items may be refunded; unfortunately, sale items cannot be refunded, except if they arrive damaged or malfunctioning. If you receive an item in defective condition or with functioning issues, please contact our customer service so we can address the situation properly.
Exchanges:
(If applicable) We only replace items if they are defective or damaged.
We regret to inform you that no returns will be accepted in case of manipulation, alteration, or damage, unless such actions have been previously authorized or advised by us.
We reserve the right to assess the condition of the returned product and take appropriate measures. We strongly recommend following our guidelines for usage and handling to ensure optimal satisfaction and to avoid any inconvenience in the return process.
If you need to exchange it for the same item, contact us via email and we will provide you with the address to which you should send the product:
support@sophiaplace.com
Important Information:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Customer Service:
Our customer service team is always here to assist you with any questions or concerns regarding your order.
Shipping and Refund Policies During Holiday Events:
Please note that we cannot offer refunds or accept returns based on late deliveries for Christmas, birthdays, or other holiday events. Our products offer a timeless gaming experience and are not solely intended for seasonal gifting. We appreciate your understanding in this matter.