Delivery & Packaging

1) Eligibility & Conditions of Return (What’s Returnable, What Isn’t, and When)

Who we are. This Return & Refunds Policy (“Policy”) applies to purchases made from Photobattery Inc. (d/b/a SophiCart), based in Toronto, Ontario, Canada (“we,” “us,” “our”). By placing an order, you agree to this Policy in addition to our Terms of Service.

General timeline gates.

Change-of-mind / buyer’s remorse: request a Return Merchandise Authorization (RMA) within 14 calendar days of delivery (per carrier timestamp). Items must be unused, unworn, unopened, and in original retail condition with all tags, packaging, inserts, and accessories intact.

Defective on arrival (DOA) / materially damaged in transit: notify us within 72 hours of delivery with clear photos or video showing the outer box, shipping label, inner packaging, and the damaged item.

Functional defects within 30 days: if an accessory fails under normal, intended use within 30 calendar days of delivery, contact us for evaluation. If the issue cannot be resolved, we may authorize a return, replacement, or credit (at our discretion).

Non-returnable for hygiene, safety, or compliance reasons (unless still sealed & DOA):

Earrings, nose rings, or accessories intended for direct skin contact where hygiene regulations prohibit re-stocking once opened.
Reusable personal items (e.g., water bottles, cutlery, straws, or food-contact accessories) once opened or used.
Face-contact accessories (e.g., masks, eyewear worn without protective seals) once used.
Gift cards, digital downloads, or downloadable content.
Clearance or items marked “Final Sale — No Returns.”
Custom-made, personalized, or special-order items.
Any product showing signs of wear, washing, odor, residue, deformation, or use inconsistent with new condition.

Condition standards (strict). Returned items must be fully resalable, including original packaging, tags, inserts, protective films, bundled items, and gifts-with-purchase. Missing or damaged components may result in deductions or denial.

Bundles & kits. Products sold as a set must be returned as a complete set. Partial returns are not accepted.

Wrong item received. If we ship the incorrect item, notify us within 7 days of delivery with photos of the item and label. Verified errors are corrected at our cost.

Address errors & undeliverable parcels. Incorrect or incomplete addresses may result in return-to-sender. Upon receipt, we may reship (additional postage) or refund minus outbound shipping, return shipping, and restocking fees. We are not responsible for losses due to incorrect checkout information.

Risk of loss & title. Title and risk transfer to you upon carrier acceptance. Theft after delivery confirmation (“porch piracy”) is not covered under this Policy.

Price adjustments. We do not offer retroactive price matching unless explicitly stated.

Manufacturer warranties. Some accessories may include third-party warranties. Our Policy does not extend or replace those warranties.

2) Return Process, Fees, Inspections, and Refund Outcomes (How It Works)

Step 1 — Obtain authorization (RMA).
Email customer-service@sophicart.com within the applicable window and include your order number, full name, delivery postcode, item(s), reason for return, and required photos. Returns sent without authorization may be refused.

Step 2 — Shipping your return.
We will provide the return address and instructions. Unless confirmed otherwise in writing, return shipping and insurance are your responsibility. Items remain your responsibility until received and signed for.

For wrong-item shipments or verified DOA damage, we may provide a prepaid label or reimburse reasonable ground shipping after inspection.

Step 3 — Deadlines.
Ship the return within 10 calendar days of RMA issuance. RMAs expire after 10 days.

Step 4 — Inspection & outcomes.
All returns are inspected within 5–10 business days of receipt. Outcomes may include:

Full refund to original payment method (unused, unopened items only).
Partial refund with deductions for opened packaging or missing components.
Store credit at our discretion for minor packaging wear.
Return rejection for used, worn, washed, or non-compliant items, with optional reshipment at your cost.

Fee schedule.

Restocking — new/unopened items: up to 10%.
Restocking — opened but unused/resalable: up to 20%.
Missing tags, packaging, accessories, or gifts: $2–$25 per item.
Soiled or damaged packaging: 5–15%.
Unauthorized or expired RMAs: up to 25% handling fee or refusal.

Refund method & timing.
Refunds are issued to the original payment method only. Please allow 5–10 business days after inspection, plus bank processing time. Original shipping is non-refundable unless due to our verified error.

Exchanges.
Exchanges are not guaranteed due to inventory movement. If offered, replacements may be functionally equivalent.

Chargebacks & reversals.
Please contact us before initiating a dispute. Unwarranted chargebacks may result in account restrictions.

International returns & customs.
Mark parcels “RETURNED GOODS — NO COMMERCIAL VALUE.” Any duties or brokerage fees billed to us are deducted from refunds. Duties paid to local authorities are non-refundable.

Carrier investigations.
If tracking shows delivered but you cannot locate the parcel, allow 24 hours and check secure locations. Carrier investigations may take 5–15 business days. Refunds are not issued during active investigations unless legally required.

3) Special Cases, Abuse Prevention, and Governing Terms

Defect verification. We may request photos, videos, batch details, or usage confirmation before authorizing returns. Items found to be functioning normally may be treated as change-of-mind returns if eligible.

Tamper seals & authenticity. Many eco-friendly accessories ship with tags, seals, or protective films. Removing them may void return eligibility.

Restricted materials. Certain accessories may be subject to transport or recycling regulations and may not be eligible for physical return.

Return abuse prevention. Repeated excessive returns or suspicious claims may result in account limitations, signature-required delivery, or insured-return requirements.

Fraud & misuse. Wardrobing, item substitution, or counterfeit returns result in denial and potential reporting to payment processors, carriers, or authorities.

Promotions & gifts. All promotional items must be returned unused for a full refund. Otherwise, their retail value is deducted.

Late or lost returns. Returns without valid tracking cannot be refunded.

Warranty limitations. Third-party warranties apply where provided. Liability is limited to the purchase price paid.

Dispute resolution & governing law.
Contact customer-service@sophicart.com for good-faith resolution.
This Policy is governed by the laws of Ontario, Canada.
Mandatory consumer rights remain unaffected.

Policy changes. Updates apply to orders placed after the stated effective date.

Contact & returns address.
Support: customer-service@sophicart.com
Mailing Address: Photobattery Inc. (SophiCart), Toronto, ON, Canada
Effective Date: 01/11/2025

Quick Summary (Not a Substitute for the Policy)

RMA within 14 days (unused) or 72 hours for damage.
Opened hygiene-sensitive accessories are non-returnable unless DOA.
Ship returns within 10 days of RMA.
Inspection takes 5–10 business days.
Restocking fees may apply.
Ontario law governs; statutory rights preserved.