Cancellation of Orders and the cooling off period
If your order has been despatched but has not yet been delivered, you may cancel the order by e-mail. The goods will be returned to us by our carrier. You remain responsible for the delivery charge and this will be deducted from your payment before payment is refunded.
Once you receive delivery of the goods, you have 14 calendar days cooling off period. During this period, you may cancel all or part of your order after the goods have been delivered to you subject to the following:
E-mail us (online@sopinternational.com) with your Order Reference Number within 14 calendar days of receipt of the goods and specify the items you wish to cancel. Please use the contact form on the ‘contact Us’ page.
You cannot make a return without a Returns Authorization Number. A number will provide after you have submitted and specified the goods you may wish to cancel or return. You are liable for the original delivery charge and the re-delivery charge and we reserve the right to deduct these from your payment or to recover the same from you. If you do not return the goods to us after cancellation, we reserve the right to collect the goods from you and charge you direct costs of recovery. Refunds will be provided using the same payment type by which your order was made. Please allow 30 days from the date of cancellation for the refund to be issued provided that you return the goods to us within 7 days of the date of cancellation at your own cost.
All goods must be returned in their original, unopened and unused condition together with their original packaging.
Goods must be returned to us within 7 calendar days through our carrier who will contact you to make arrangements. Alternatively, you may return goods, at your cost, to us at SOP International LTD, ICON, Grafton House, Third Avenue, Harlow CM19 5AW.
We reserve the right to refuse a return or refund if you fail to comply with the above terms.
Defective Goods or Goods Damaged during Transit
If you receive goods which are defective or have been damaged during transit, please e-mail us with details (including a digital photo if possible), as soon as possible and in any event within 3 days. In the event of perishable items, you must notify us as soon as possible. We reserve the right to refuse a refund if the damage or defect is caused by you.
Set Offs and Refunds
We reserve the right to set-off any damages or costs which are recoverable from you by us by deducting the same from any refund.
Complaints Procedure
If you are dissatisfied with a product or any part of our service, please address your complaint to us in writing, by e-mail (through the online contact form) or post marked for the attention of the e-commerce department. The relevant personnel will endeavour to address your complaint efficiently and take such action as he may deem appropriate in the circumstances.
If you are not satisfied with his decision or the manner in which it was dealt with, please address your complaint to us in writing, by e-mail (through the online contact form), fax or post marked for the attention of the Managing Director who will consider your complaint and advise you of his findings and his proposed course of action.
