Refunds & Returns

PROBLEMS WITH YOUR ORDER

Please let us know if you have any problems with the products in your order. Nothing in our Refunds and Returns policy will affect your legal rights, including under the Consumer Rights Act 2015. We have included a summary of your legal rights at the end of this Refunds and Returns policy.

CHANGE OF MIND RETURNS

You have 14 days after the day you (or someone you nominate) receive an order from us to change your mind, cancel our terms and conditions with us and return the products to us, unless the products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery, to change your mind.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Where you have purchased a sale item, you will be refunded the price that you paid.

If a discount code has been used, you will be refunded in full, less the discount received.


PLACING YOUR RETURN

  1. Visit https://account.sophiehome.com and enter the email address you placed your order with.
  2. You will then be sent an OTP to access your account. Don't worry, you do not need to set up an account or have a password prior to this.
  3. Orders eligible for return will have the option to request a return.
  4. Enter a reason for your return.

All returns requests will then be processed within 24 hours Mon - Thurs. Once processed, you will be sent a returns label. There is a flat £4.75 returns fee. This will be deducted from your refund amount. 



RECEIVING YOUR REFUND OR EXCHANGE

Once your return has been received in its original condition your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receiving the return.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

SUMMARY OF YOUR KEY LEGAL RIGHTS

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.