Refund & Returns Policy — Sofie & Nola

Contact: If you have any questions about returns or refunds, email info@sofienola.com.

1) Right to Cancel (EU/Ireland “Cooling-Off” Period)

If you are a consumer in Ireland or the EU, you generally have the right to cancel your online order within 14 dayswithout giving a reason.

• The 14-day period starts on the day you (or a person you nominate) receive the goods.

• If your order arrives in multiple shipments, the period starts on the day you receive the last item.

To exercise your right to cancel, email info@sofienola.com within 14 days and clearly state that you wish to cancel your order. Please include your order number.

After you notify us, you must send the goods back within 14 days.

2) Return Conditions

To be eligible for a return under the cancellation right:

• Items should be returned unused, undamaged, and in their original packaging where possible.

• You may inspect items as you would in a physical shop, but you may be responsible for any diminished valuecaused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

3) Return Shipping Costs

• Change-of-mind returns (cancellation): You are responsible for the cost of returning the goods, unless we explicitly agree otherwise in writing.

• Faulty/incorrect/damaged items: We will cover reasonable return costs (or provide an alternative solution) where the issue is confirmed.

4) Refunds (Timing & Method)

If you cancel within the 14-day period:

• We will refund the price paid for the returned items.

• We will also refund the standard outbound shipping cost (if you paid one). If you chose a more expensive delivery option, we only refund the cost of the standard option.

Refunds are issued within 14 days from the day we receive your cancellation request. We may wait to issue the refund until:

• we receive the returned goods, or

• you provide proof that you have sent them back,
  whichever happens first.

Refunds are made to the same payment method you used, unless we agree otherwise.

5) How to Start a Return

Email info@sofienola.com with:

• your order number

• the item(s) you want to return

• the reason (optional for cancellation, helpful for support)

We’ll reply with return instructions.

6) Items That Can’t Be Returned (Change of Mind Exceptions)

The right to cancel does not apply to certain items, including:

• Personalised or custom-made goods

• Sealed goods that are not suitable for return for health or hygiene reasons if unsealed after delivery

• Goods that are inseparably mixed with other items after delivery
  Other statutory exceptions may apply depending on the product type.

7) Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, not as described, or you received the wrong item, you have separate legal rights under Irish/EU consumer law.

Please email info@sofienola.com as soon as reasonably possible after delivery and include:

• your order number

• a description of the issue

• clear photos (if applicable)

We will arrange an appropriate remedy, which may include a replacement, repair, or refund, depending on the circumstances and what the law requires.

8) Chargebacks

If you have an issue with an order, please contact info@sofienola.com first so we can try to resolve it quickly. Unnecessary chargebacks can delay resolution, but this does not affect your statutory rights.

9) Contact

For any refund or returns questions, email info@sofienola.com.