Return & Refund Policy

Cancellation of order:

We accept cancellation of order before the goods are shipped. You will get a full refund after the order is cancelled. If the goods have been shipped, we will not be able to cancel the order.

Return and Refund (if applicable)

1. Return and exchange within 30 days due to product quality problems or mis-delivery:

Refund within seven days: Customers need to send the product back as required (RMA). We will refund the product cost in full after receiving the package and completing the product condition inspection.

Exchange within seven days: Customers need to send the product back as required (RMA). We will check the package condition and accessories before replacing other models. We will bear all shipping costs for re-shipping the new product.

Return and exchange within 30 days (after 7 days): Customers need to pay the return shipping fee (RMA). We will check the package condition and accessories, and then refund the full amount or replace other models according to the agreement you provide. For exchange, we bear the shipping cost of sending the new product to you.

2. Refund or exchange within 30 days not due to our fault:

For return and refund within 7 days, a restocking fee of 20% of the product price will be charged. For exchange, a restocking fee of 15% of the product price will be charged.

For return and refund within 30 days (after 7 days), a restocking fee of 25% of the product price will be charged. For exchange, a restocking fee of 20% of the product price will be charged.

In this case, all shipping costs will be borne by the customer, whether for return, exchange or refund.

3. More than 30 days but not more than 18 months

If the product is no longer usable, it is best to pay the shipping cost and we will directly replace it with a new product for you.

New content

Taxes paid by the recipient will not be refunded or reimbursed.

The cost of installation by others is not refundable.

Note: The returned product must be new and with original packaging and accessories. We do not accept returns of products with missing accessories. We reserve the right to refuse refunds for such products.

Therefore, please pack the package carefully before sending it back to ensure safety during transportation. Before sending it back, please be sure to fill in the serial number. We will take a photo as proof after receiving the package.

If you need a return address, please contact our service team (email: Support@SophieLee.shop). We will send you the address after you send the return application email.

4. Customers should apply for our RMA service before sending the package back. If the package violates the RMA regulations, we reserve the right to refuse the package and return it to you at your expense.

Seven days - from the date the recipient signs for the package

30 days - from the date the recipient signs for the package

365 days - from the date the package was shipped.

Refund (if applicable)

After receiving and inspecting your return, we will send an email to notify you that we have received your return. We will also notify you whether the refund has been approved. If the refund is approved, we will process your refund and automatically refund the amount to your credit card or your original payment method within 15 days.

Note: 1. Refunds for cancelled orders will be processed within 2 business days.

2. Refunds for returned items will be processed after the return is received and confirmed to meet the return conditions, and the refund time will not exceed 15 business days.

3. If you need to return the product, please contact us via email address: Support@SophieLee.shop, and attach the order number and a brief reason for the return.

Delayed or missing refunds (if applicable)

If you have not received the refund, please check your bank account again first.

Then contact your credit card company, it may take some time for the refund to be officially received. Next, please contact your bank. It usually takes some processing time for the refund to be received. If you have completed all operations and still have not received the refund, please contact us by sending an email to Support@SophieLee.shop.

At present, customer service is only available during business hours (9:00 am to 6:00 pm, GMT+8:00). We guarantee that you will receive a response within 24 business hours (excluding weekends and national holidays). Therefore, if you encounter problems during this period, please rest assured that we will contact you as soon as possible after resuming office.

Attention:

1. Natural disasters, improper use, unauthorized repairs, and man-made damage are not covered by the warranty.

2. If you want us to fix the problem or replace a new product, please contact our customer service for further support

Notes:

All packages need to be sent via the local post office. After the package is delivered, please scan the receipt to Sophie Lee. Sophie Lee reserves the right to make final compensation based on the amount indicated on the receipt and the market quotation of the post office services in various countries.

Thank you very much for your understanding.