Refund policy

Here is a comprehensive, UK-compliant Return and Refund Policy template tailored for Sofi Flakes. This policy fully aligns with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Simply fill in the bracketed information [like this] to fit your specific business operations.

Sofi Flakes – Return & Refund Policy

At Sofi Flakes, we want you to love your purchase. However, if you are not entirely satisfied, we are here to help. Our returns policy operates in strict accordance with UK consumer protection laws.

1. Statutory Right to Cancel ("Change of Mind")

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return an item for any reason, within a specific timeframe:

  • The Notification Window: You have 14 days from the day you (or a third party designated by you) receive your goods to notify us that you wish to cancel.

  • The Return Window: Once you have notified us, you have a further 14 days to physically return the item to us.

Conditions for "Change of Mind" Returns

To be eligible for a full refund, items must be returned in the same condition that you received them. This means they must be:

  • Unused, unwashed, and in their original, resalable condition.

  • In their original packaging with all tags, labels, and hygiene seals intact.

Please Note: We reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling (beyond what would reasonably be allowed in a physical shop).

2. Faulty, Damaged, or Incorrect Items

Under the UK Consumer Rights Act 2015, any goods you buy from us must be of satisfactory quality, fit for purpose, and as described. If your items do not meet these standards, you are entitled to the following remedies:

  • Within 30 Days of Delivery: You can reject the item for a full refund.

  • After 30 Days (Up to 6 Months): You are entitled to a repair or a replacement. If we cannot repair or replace the item, you will be entitled to a full refund.

  • After 6 Months: You may still be entitled to a partial refund or repair, but you must be able to prove the item was faulty at the time of delivery.

If you receive an item that is damaged, faulty, or not what you ordered, please contact us immediately at [Insert Customer Support Email] with your order number and photos of the issue.

3. Exceptions to Returns & Refunds

Unless they are faulty or fundamentally not as described, we cannot accept returns or offer refunds for the following types of items:

  • Perishable Goods: Any food items, custom blends, or products with a short shelf-life.

  • Hygiene/Sealed Goods: Items that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery.

  • Personalised Items: Goods made to your unique specifications or clearly personalised.

4. How to Initialise a Return

To start your return process, please follow these steps:

  1. Contact our customer service team at [Insert Email Address] or via our contact page at [Insert Link]. Provide your Order Number and the details of the item(s) you wish to return.

  2. Package the item securely to avoid damage during transit. Please include your original invoice or a note stating your order number.

  3. Post the items back to our designated returns address:

    Sofi Flakes Returns

    [Insert Physical Returns Address]

    [Insert City, Postcode]

5. Return Shipping Costs

  • Change of Mind: You will be responsible for paying the return postage costs for unwanted items. We highly recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • Faulty/Incorrect Items: If you are returning an item because it is faulty, damaged, or incorrect, we will cover the return shipping costs. We will either provide a prepaid shipping label or reimburse your reasonable standard postage costs upon receipt of a valid postage receipt.

6. Processing Your Refund

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Timeline: Approved refunds will be processed within 14 days of us receiving the goods back (or 14 days from you providing proof of postage).

  • Payment Method: The refund will automatically be applied to your original method of payment. Please note that banking institutions can take an additional [e.g., 3-5 business days] to reflect the credit on your statement.

  • Delivery Charges: If you return your entire order due to a change of mind, we will refund the cost of standard delivery. If you chose an expedited delivery method, we are only legally required to refund the cost of our standard delivery option.

Contact Us

If you have any questions about our Return and Refund Policy, please get in touch:

Business Name: Sofi Flakes

Business Number: +44 7466 586118

Email: sofiflakes@gmail.com

Business Address: Sofi Flakes, 95 Walpole Street, Wolverhampton WV6 0AT, United Kingdom

Trade Number:17196283