Refund Policy

Refund Policy – Sophie & Lila

This policy forms part of our Terms of Service. It sets out our voluntary (goodwill) return program and your statutory rights under the Consumer Guarantees Act 1993 (CGA).

1. Change-of-Mind Returns (Goodwill Policy)

New Zealand law does not require us to accept change-of-mind returns. As a courtesy, we accept them under the following strict conditions:

You must notify us at support@sophie-lila.com within 14 days of delivery. Requests after this period will not be accepted.
Items must be unworn, unwashed, undamaged, free of odours and stains, with all original tags and packaging intact. Items that do not pass inspection will be returned to you or refunded only partially, at our discretion.
Not eligible for change-of-mind returns: sale or discounted items, items purchased with a promotional code, electronic items, intimate wear, and gift cards.
Returns must be authorized in advance. Unauthorized returns (items sent without prior approval and a return reference) may not be processed or refunded.
You are responsible for the full cost of return shipping to our fulfilment centre, including any duties or taxes incurred. Because our fulfilment centres are located internationally, return shipping costs are typically USD 30–40 and a trackable service is mandatory. We are not responsible for returns lost in transit; loss in transit voids the refund.
Original shipping costs, shipping protection and any surcharges are non-refundable.
Refunds are issued to the original payment method within 7 business days after the returned item has been received and passed inspection.

Alternative to returning: because international return shipping is costly and slow for you, we may offer a partial refund (e.g., 15%) while you keep the item, or store credit with a bonus. This is often the faster and better outcome and is entirely optional.

2. Faulty, Damaged or Incorrect Items — Your CGA Rights

Where you purchase for personal, domestic or household use, our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. If an item is faulty, not of acceptable quality, or not as described:

Contact us as soon as possible, preferably within 14 days of delivery, with your order number and clear photos of the issue. Early notice helps us resolve claims quickly and assess transit damage accurately.
For failures that can be remedied, we may choose to repair, replace or refund.
For failures of a substantial character, you may reject the goods and choose a replacement or refund, as provided by the CGA.
Where a genuine fault is confirmed, we will bear the reasonable cost of return or, at our option, resolve the claim without requiring the item back.

3. Order Cancellations

Orders enter processing quickly to meet dispatch times. Once processing has begun, cancellation is no longer possible and the order falls under this return policy after delivery.

4. Refused or Undeliverable Parcels

If a parcel is refused, unclaimed, or undeliverable due to an incorrect or incomplete address provided by you, actual shipping and handling costs (both ways, where applicable) will be deducted from any refund, or reshipment will be at your cost.

5. Chargebacks

If you have any issue with your order, contact support@sophie-lila.com first — we resolve nearly all cases within a few business days. Initiating a payment dispute without contacting us may delay resolution while the dispute is investigated with full order, delivery and correspondence evidence.

Contact

support@sophie-lila.com — Sophie & Lila, Borné 62, 4374DB Zoutelande, Netherlands.