Returns & Refunds

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 an RMA (Return Merchandise Authorization) within 14 calendar days of delivery (per carrier timestamp). The item must be unopened, unused, in original factory condition with all accessories, manuals, tags, and any tamper-evident seals intact.
  
  
• Defective on arrival (DOA) / materially damaged in transit: notify us within 72 hours of the carrier’s delivery timestamp with photos/video of the outer box, shipping label, inner packaging, and the item.
  
  
• Functional defects within 30 days: if the product fails under normal use within 30 calendar days of delivery, contact us for troubleshooting. If the issue cannot be resolved, we may authorize return, replacement, or manufacturer-warranty assistance (at our discretion).
  
  

Non-returnable for hygiene/safety/compliance (unless still sealed & DOA):

• Opened or used cosmetics, skincare, haircare, body tools that come into direct skin, lip, eye, or oral contact (e.g., lipsticks, mascaras, eyeliners, face creams, facial devices, toothbrush heads) once seals are broken.
  
  
• Fragrances, essential oils, and aerosols once packaging or cellophane is opened.
  
  
• Intimate apparel, earrings, or items intended for personal insertion/wear where local laws or hygiene standards prohibit re-stocking.
  
  
• Gift cards, digital downloads, and downloadable content.
  
  
• Clearance/Final Sale items explicitly marked “Final Sale—No Returns.”
  
  
• Custom orders, special orders, or personalized items.
  
  
• Any product that shows signs of use, moisture, residue, or smells (fragrance, smoke) inconsistent with new condition.
  
  

Condition standards (strict). Returned goods must be resalable: original retail packaging, all inner trays/inserts, protective films, accessories, gifts-with-purchase, and bundled items. Any missing, damaged, or substituted component disqualifies a full refund and may incur deductions or denial.

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

Wrong item received. If we ship the wrong SKU, notify us within 7 days of delivery with photos of the item and label. We will correct the error at our cost if verified.

Address errors & undeliverable parcels. If you input an incorrect/insufficient address or refuse delivery, the parcel may return to sender. Upon receipt, we can reship (additional postage) or refund minus:

1. Outbound shipping,
   
   
2. Return shipping/handling charged by the carrier, and
   
   
3. Restocking (see fees below).
   We are not responsible for parcels lost due to incorrect addresses provided at checkout.
   
   

Risk of loss & title. Title and risk of loss pass to you upon carrier acceptance. “Porch piracy”/theft after the carrier marks delivered is not covered by our return policy; claim processes may exist with carriers and local authorities.

Price adjustments. We do not provide retroactive price matches or adjustments after purchase unless expressly stated in a promotion.

Manufacturer warranties. Where a manufacturer warranty exists, we may direct you to the manufacturer for service or replacement according to their terms. Our policy does not expand manufacturer obligations.

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

Step 1 — Obtain authorization (RMA).
Email customer-service@sophicart.com within the applicable window (see Section 1). Include:

• Order number, full name, delivery postcode.
  
  
• Item(s) you wish to return, unopened photos (front/back), and reason.
  
  
• For DOA/damage: photos/video of outer box, label, inner packaging, product, and defect/damage close-ups.
  Unauthorised returns or returns sent without an RMA may be refused or incur additional handling.
  
  

Step 2 — Shipping your return.

• We will provide the return address (may differ by item/warehouse) and shipping instructions.
  
  
• Unless we confirm otherwise in writing, you are responsible for return shipping and insurance. We recommend using a trackable, insured method. Returned items remain your responsibility until we sign for them.
  
  
• For wrong-item shipments or verified DOA/damage, we may provide a prepaid label or reimburse reasonable ground postage after inspection if our fault is confirmed.
  
  

Step 3 — Deadlines.

• Ship the return within 10 calendar days of RMA issuance. RMAs expire after 10 days; expired returns may be refused.
  
  

Step 4 — Inspection & outcomes.
All returns undergo quality control within 5–10 business days from receipt. Based on inspection, we may provide one of the following:

1. Full Refund (original payment method) — Eligible only if the product is unopened, factory-sealed, free of wear/residue, and includes all accessories/packaging.
   
   
2. Partial Refund (deductions apply) — If packaging is opened or contents are incomplete but the product is unused and resalable after reconditioning. Typical restocking and reconditioning deductions apply (see fee schedule).
   
   
3. Store Credit — At our discretion, we may offer store credit instead of a refund for items with minor packaging wear.
   
   
4. Return Rejection — If the item is used, shows wear, contamination, broken seals for hygiene-sensitive goods, or is otherwise non-compliant, we will notify you. You may request reshipment to you at your cost within 10 business days; otherwise, we may dispose of the item.
   
   

Fee schedule (to protect inventory integrity).

• Restocking—new/sealed items: up to 10% of item price for handling/warehouse processing.
  
  
• Restocking—opened packaging (unused/resalable): up to 20% for inspection, repackaging, and component verification.
  
  
• Missing components/manuals/inserts/gifts: deduct $2–$25 per item depending on replacement cost; gift-with-purchase value is deducted at full retail if not returned.
  
  
• Soiled/damaged packaging (still resalable): deduct 5–15% depending on condition.
  
  
• Unauthorized returns/expired RMA: may be refused or subject to a 25% handling fee if accepted at our discretion.
  
  

Refund method & timing.
Approved refunds are issued to the original payment method only. Please allow 5–10 business days after inspection for us to process, plus your bank’s standard posting times (typically 3–10 business days). Original outbound shipping is non-refundable unless the return is due to our verified error.

Exchanges.
We do not guarantee exchanges due to fast-moving inventory. If an exchange is offered, we reserve the right to ship a functionally equivalent replacement. Otherwise, please place a new order after your refund is processed.

Chargebacks & reversals.
Before initiating a bank dispute, contact customer-service@sophicart.com with your order number and evidence. We vigorously contest unwarranted chargebacks and provide the bank with records (order data, tracking scans, delivery photos, and email logs). Filing a chargeback for an order that is ineligible for return under this Policy may result in account suspension.

International returns & customs.
For returns from outside the original shipping country, clearly mark the parcel “RETURNED GOODS—NO COMMERCIAL VALUE.” Any duties, taxes, brokerage, or return import fees billed to us will be deducted from your refund. We cannot refund duties/taxes you paid to your local authority; consult your customs office about drawback or reclaim processes.

Carrier investigations.
If tracking shows delivered but you cannot locate the parcel, allow 24 hours and check secure locations, neighbours, or your building office. If still missing, contact us to open a carrier trace. Carrier investigations can take 5–15 business days. We cannot issue refunds while an active investigation is pending unless required by law.

3) Special Cases, Abuse Prevention, and Governing Terms (Keeping It Fair and Lawful)

Defect triage & proof. We may request diagnostic steps, serial/lot numbers, short videos, or photos to verify a defect prior to authorizing return. If the product is found to be in normal working condition upon inspection, we may deny the defect claim and treat it as a change-of-mind return (if eligible).

Tamper seals & authenticity. Many items ship with tamper-evident seals, batch stickers, or internal protective films. Breaking seals or removing authenticity markers renders hygiene-sensitive goods non-returnable except for verified DOA.

Hazardous materials & rejected categories. For safety/compliance, certain items (aerosols, flammables, pressurized containers) follow restricted return transport rules. If return shipping compliance cannot be met, we may offer partial credit without physical return, or deny the return where law prohibits transport.

Multiple return attempts & high-risk behavior. We monitor accounts for patterns (excess returns, serial “item not received” claims, repeated DOA without evidence). We may limit, suspend, or terminate purchasing privileges, require signature on delivery, or require pre-paid, insured return methods for future orders.

Misuse & fraudulent activity. Suspected fraud (wardrobing, product swapping, counterfeit returns) results in return denial, account action, and potential report to carriers, payment processors, marketplaces, and law enforcement. We document serials, weights, and packaging to protect against item substitution.

Gifts-with-purchase & promotions. To receive a full refund, all promotional items (e.g., gifts, samples, bonus accessories) must be returned unopened. If not returned, their full retail value is deducted.

Late or lost returns. Returns without valid tracking that do not reach us cannot be refunded. Keep proof of postage and insurance for claims with your carrier.

Pass-through warranties & limitations. Where a third-party manufacturer provides a warranty, your primary recourse may be through that manufacturer. We do not assume obligations beyond those stated here. Implied warranties are limited to the fullest extent permitted by law.

No consequential or incidental damages. To the maximum extent permitted by law, in connection with returns or refunds, we are not liable for consequential, incidental, special, exemplary, punitive, or indirect damages, lost profits, loss of data, or business interruption. Our aggregate liability relating to a purchase is limited to the amount you paid for that purchase, less any shipping or non-refundable fees already incurred.

Dispute resolution & governing law.

• Good-faith resolution first: Contact customer-service@sophicart.com with “Return/Refund Dispute” in the subject. We aim to respond within 3 business days.
  
  
• Governing law: Except where local law provides otherwise, this Policy is governed by the laws of Ontario, Canada.
  
  
• Venue: Courts of Ontario have exclusive jurisdiction for disputes not resolvable informally.
  (If you prefer private arbitration, consult counsel before adding an arbitration clause; enforceability and consumer carve-outs vary by jurisdiction.)
  
  

Regulatory rights remain. Nothing in this Policy limits non-waivable consumer rights under applicable laws (e.g., statutory warranties, provincial/state rules). Where this Policy conflicts with a mandatory law, that law prevails to the minimum necessary extent, and the remaining terms continue to apply.

Policy changes. We may update this Policy from time to time. Changes apply to purchases made after the “Effective Date” shown below. Material updates may be posted on-site or emailed.

Contact & returns address.

• Support: customer-service@sophicart.com
  
  
• Mailing Address: Photobattery Inc. (SophiCart), [Insert Street], Toronto, ON, [Postal Code], Canada
  
  

Effective Date: 01/11/2025

Quick Summary (not a substitute for the Policy)

• Ask for RMA within 14 days (unopened) or 72 hours for DOA/damage.
  
  
• Hygiene products opened = non-returnable (unless DOA).
  
  
• Ship back within 10 days of RMA; you pay return shipping unless it’s our verifiable error.
  
  
• Inspection 5–10 business days; refunds to original method.
  
  
• Restocking up to 20%; deductions for missing items/gifts.
  
  
• We dispute unwarranted chargebacks and limit abusive behavior.
  
  
• Ontario law; reasonable limits of liability; statutory rights preserved.
  
  

This structure sets clear boundaries, discourages abuse, and aligns operations with typical Canadian/North American e-commerce standards while keeping room for genuine customer care when something truly goes wrong.