Returns & Refunds Policy

Last updated: 15 September 2026

If something with your order isn’t as expected, we’re here to help.

1. Our 30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

This 30-day return policy is offered in addition to, and does not affect, any statutory rights you may have under applicable consumer protection laws.

2. Eligibility for Returns

For returns made under our voluntary 30-day return policy due to a change of mind or personal preference, the item must:

• Be unused and unopened
• Be in its original packaging
• Include a receipt or other proof of purchase

Because our products are skincare and body care products, we are unable to accept returns of products that have been opened or used under our voluntary return policy.

This does not affect your statutory rights if a product is defective, damaged, incorrect or otherwise does not conform to your order.

3. How to Start a Return

To request a return, please contact us at hello@sopele.com and include:

• Your order number
• The item(s) you would like to return
• A brief reason for the return
• Clear photos if you are reporting damage, a defect or an incorrect item

If your return is accepted, we will provide you with return instructions explaining how and where to send your package. Where applicable, we may also provide a return shipping label.

Please do not send products back to us before your return request has been accepted. Items returned without first contacting us may not be accepted or may result in delays in processing your return.

If you have any questions about a return, you can contact us at hello@sopele.com.

4. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

Contact us at hello@sopele.com as soon as reasonably possible if:

• Your product is defective
• Your product arrives damaged
• You receive the wrong product
• Your order is otherwise incomplete or incorrect

Please include your order number and clear photographs of the product and, where relevant, the packaging so that we can investigate the issue.

Where a product is defective, damaged, incorrect or otherwise does not conform to your order, we will provide the appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, refund or another legally appropriate remedy.

Store credit may also be offered where you agree to receive it.

Reporting an issue promptly helps us investigate shipping damage or fulfilment errors, but does not affect any statutory rights you may have in relation to defective or non-conforming goods.

5. Exceptions and Non-Returnable Items

Under our voluntary 30-day return policy, we cannot accept returns of:

• Opened or used skincare or body care products, unless you are reporting a defect, damage or another issue covered by your statutory rights
• Products that are not in their original packaging
• Gift cards
• Products specifically marked as final sale, except where applicable law gives you a statutory right to return the product

Products purchased at a promotional or discounted price are not automatically excluded from statutory consumer rights.

If you are unsure whether your product is eligible for return, please contact us at hello@sopele.com before sending anything back.

6. Exchanges

We do not currently process direct exchanges.

The quickest way to receive a different product is to:

1. Request a return for the original product, if it is eligible for return.
2. Once the return has been accepted, place a new order for the product you would like instead.

This does not affect any statutory right you may have to a replacement in relation to defective or non-conforming goods.

7. European Union 14-Day Right of Withdrawal

If you are a consumer in the European Union or another jurisdiction where an equivalent statutory right applies, you may have the legal right to withdraw from your online purchase within 14 days without giving a reason.

For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by contacting:

hello@sopele.com

After notifying us of your withdrawal, you must return the relevant goods within the period required by applicable law.

Hygiene and Sealed Products

Under EU consumer law, the right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery.

Accordingly, where a skincare or body care product is supplied with a hygiene, safety or protective seal, we may be unable to accept a withdrawal once that seal has been broken or removed.

This exception does not affect your statutory rights if the product is defective, damaged or otherwise does not conform to the contract.

For products to which the hygiene exception does not apply, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value resulting from handling beyond what is necessary for this purpose.

8. Return Shipping Costs

For returns made under our voluntary 30-day return policy because you changed your mind or no longer want the product, you are responsible for the cost of returning the product to us unless we tell you otherwise.

For an EU statutory withdrawal, you are generally responsible for the direct cost of returning the goods where applicable law permits this and where you were informed of that responsibility before purchasing.

If your product is defective, arrives damaged, we send you the wrong product, or the product otherwise does not conform to your order, we will cover reasonable return shipping costs where required by applicable law. Depending on your location and the circumstances, we may provide a prepaid return label or arrange another suitable return method.

9. Refunds Under Our 30-Day Return Policy

Once we receive and inspect a return made under our voluntary 30-day return policy, we will notify you whether the refund has been approved.

If approved:

• The refund will normally be issued to your original method of payment.
• Please allow up to 10 business days after we process the refund for it to appear on your account or statement.

Your bank, credit card company or payment provider may require additional processing time before the refund appears.

If more than 15 business days have passed since we confirmed that your refund was processed and you have still not received it, please contact us at hello@sopele.com.

10. Refunds Under the EU Right of Withdrawal

Where you validly exercise a statutory EU right of withdrawal, we will reimburse payments received from you as required by applicable law.

We will make the reimbursement without undue delay and, in any event, no later than 14 days after the date on which you inform us of your decision to withdraw, subject to our right to withhold reimbursement until:

• We have received the goods back, or
• You provide evidence that you have sent the goods back,

whichever occurs first.

Where required by applicable law, we will also reimburse the cost of the least expensive standard delivery method that we offered for the original order.

If you selected a more expensive delivery method, such as express or premium shipping, we are not required to reimburse the additional amount above the cost of our least expensive standard delivery option.

Refunds will be issued using the same payment method used for the original transaction unless you expressly agree otherwise and no additional fees are imposed on you as a result.

Your bank or payment provider may require additional time to display the refund after we have processed it.

11. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to limit, exclude or replace any mandatory rights you may have under applicable consumer protection law.

Where applicable law provides you with rights that are more favourable than the terms of this Policy, those statutory rights will apply.

12. Contact

If you have any questions about returns, refunds or an issue with your order, please contact us:

Sopele d.o.o.
Valturska ulica 71
52100 Pula
Croatia

OIB: 09553778283
VAT ID: HR09553778283
E-mail: hello@sopele.com