RETURN AND CANCELLATION POLICY

IMPORTANT NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.

1. RETURNS

Can I return my order? Yes, you can. If you are not completely satisfied with the items you ordered, you have the option to return them within 30 days of receipt.

For the return to be accepted, the order must meet the following conditions:

• The item must include all parts, components, and original packaging, arriving in the exact same condition it was delivered.

• The product must show only signs of normal handling. Damage or breakage due to careless handling is strictly excluded from our return policy.

• Products where hygiene is a factor must be thoroughly cleaned before initiating the return process.

• If the product is defective, it must be reported to us immediately upon receipt.

• Return shipping costs are the sole responsibility of the customer.

• The return will be processed within 7 business days. If all conditions are met, it will be officially confirmed within this period.

• We reserve the right to refuse returned items if we suspect they have been used or damaged by the customer.

How can I return my order? If your order meets the conditions above, follow these steps to initiate the process:

1. Send an email to: support@sophie-montreal.com

2. Ensure your email contains the following information:

   • Order number

   • Reason for the return request

   • Photo of the product (in case of breakage or defect)

   • Customer's first and last name

   • Customer's full address

Once we receive your email, we will review the request and provide you with the exact return address. Never send the return to the sender's address listed on the package. We will provide the correct warehouse address after your contact. Please remember that the customer is responsible for paying all return shipping costs.

2. CANCELLATION CONDITIONS

Right to Cancel The legal cancellation period is 14 days from the day you, or a third party designated by you (other than the carrier), physically receive the order.

Because we operate with a fully automated fulfillment system, orders are processed the moment they are finalized on our website. For this reason, we cannot interrupt the shipping process after dispatch. An immediate refund due to cancellation is not possible until you receive the goods and return them to us.

To exercise your right to cancel, you must inform Sophie Montreal of your decision through a clear statement (e.g., via email). The cancellation is only complete once we receive the returned goods. The return shipping costs are borne by the buyer.

Orders in Transit Since our products are shipped from our central warehouse in Asia, longer transit times may occur over which we have no control. If the goods are already in transit to your address, cancellation is not possible. Please wait until you receive the goods and then initiate the regular return process. You may, of course, inform us in advance of your intention to return the items. To ensure the fastest possible processing, we ask that you provide us with the tracking number from the carrier you use to return the item.

Consequences of Cancellation If you cancel this contract and return the order, we will refund all payments received from you, excluding the original delivery costs. The refund will be issued without undue delay and no later than fourteen (14) days from the date we receive both your cancellation notice and the returned goods at our facility. We will use the same payment method you used for the original transaction; you will not be charged any hidden fees for this refund.

ATTENTION: ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA. SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.